Daniel Gray Email & Phone Number

Wales, United Kingdom

Newport, United Kingdom

As part of a wide ranging and comprehensive business transformation project, I work as a Capability Lead for the Customer workstream and as a day to day Product Owner for an agile delivery of SAP C/4 Hana - Service Cloud.Through this role I am required to ensure that all the key elements of Customer Service are included and captured throughout this project on all its touch points, which includes related Data Migration activities and the designing and delivery of a suite of training… Show more As part of a wide ranging and comprehensive business transformation project, I work as a Capability Lead for the Customer workstream and as a day to day Product Owner for an agile delivery of SAP C/4 Hana - Service Cloud.Through this role I am required to ensure that all the key elements of Customer Service are included and captured throughout this project on all its touch points, which includes related Data Migration activities and the designing and delivery of a suite of training modules to support these new processes and business change.The project has enabled me to learn some light configuration elements of C4C including but not limited to;Custom KUT fieldsTicket layout configurationWorkflow rulesSetting SLAs and;Code list restrictionsIn addition to this I also act as an interface point between the full time implementation teams, IT teams, Programme delivery teams, senior management and relevant partners. Show less

Newport, United Kingdom

• Coordinate the Exec led daily teleconference of complaints to achieve challenging company target of resolving 85% of complaints within one working day• Responding to high level (complaints addressed to Chief Executive Officer and Company Directors) and safety related complaints• Provide on-going mentoring to support colleagues to support their development plans• Handling customer escalations• Successful resolution of 98% of complaints within 31 working days• Working with… Show more • Coordinate the Exec led daily teleconference of complaints to achieve challenging company target of resolving 85% of complaints within one working day• Responding to high level (complaints addressed to Chief Executive Officer and Company Directors) and safety related complaints• Provide on-going mentoring to support colleagues to support their development plans• Handling customer escalations• Successful resolution of 98% of complaints within 31 working days• Working with Managers across the network to share best practice• Benchmarking with other gas industry companies to develop and share best practice• Providing a high level of customer service to both internal and external customers to achieve regulated customer service goals• Ensure compliance with relevant legislation. Show less

I was expected as part of the customer contact centre to handle general enquiries and complaints working with management towards its successful resolution.through that role I provided administrative support to management via advice, verbal and written correspondence ensuring the company maintained its industry leading customer service performance