Daniel Reading Email & Phone Number

Uk

Bristol / New York / Tomsk

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Uk/Russia/Usa

Bristol, United Kingdom

Working within a start-up software development company, I had wide-ranging responsibilities both for and providing input into every aspect of the running of the company including employee management and HR, financial management, client liaison, project management and business operations. The policies and procedures that I developed to give focus and scalability to the business allowed the company grow significantly during my time there, going from start-up to a SME with significant turnover. Overview of responsibilities:- Advised on financial planning/strategy, including forecasting and risk assessment, responsible for all banking and invoicing. - Business operations, including achieving ISO9001 accredited status, employee contracts, recruitment, developer resourcing, health and safety, company insurance, human resources, facilities management. - Client liaison, including both client and internal software project management, client events/networking, meetings, reporting.- New business, including generating and reacting to opportunities, developing bid documents, pitching to prospects and creating HL technical specification documents. - Change management and training for both UK based and overseas employees/sub-contractors.- New premises management, fully planned and project managed the development of a new company office building, taking it from a disused shell to a fully functioning, equipped and operational software development office complex.

Bristol, United Kingdom

Having continued working for Simple Answers Ltd and associated companies to help with ongoing operations on a part-time consultancy basis, I decided to develop this service into a business offering extended to other companies. Overview of responsibilities:- Undertook all matters relating to and resulting in the set up of the company.- Solely responsible for all aspects business operations and enterprise management.- Developed and instigated all business operation policies and procedures.- Responsible for all financial matters, including planning and strategy.- Developed business plan and strategy.- Brokered relationships with developers, designers and business contacts.- Project managed client projects from inception to completion.- Designed and drove sales development strategy.- Delivered operational and administrative support to clients across a wide range of business areas.- Provided operational guidance and advice across a wide range of business areas.

Thame And Warrington, United Kingdom

Working in a busy contact centre environment where multi-tasking, self-motivation and strong organisational/planning skills are essential, my role included managing three teams of 15 people per team to deliver campaigns in a bureau environment for prestigious organisations such as Network Rail, British Gas and Cancer Research UK’s Race for Life. Overview of responsibilities:- Managing x 3 teams covering 35+ individual clients to achieve pre-agreed service levels within a 24/7 Bureau operation.- Maintained resourcing requirements and delivery of call handling strategy to cover operation of inbound/outbound customer service activity, emergency response and DRTV response for both dedicated and Bureau clients.- Developed business quality monitoring procedures and reporting systems.- Ongoing employee training and personal development, delivered 1-2-1 and in training room environments.- Client specific training and systems training, both 1-2-1 and in training room environments.- Produced in-depth management information and client specific performance reports.- Responsible for recruitment and assessment centre management.- Helped plan and then solely responsible for implementation of new client platform for Network rail client.- Responsible for all charity clients, specific emotive response training, DRTV response handling and pitching to prospective charity clients.- Implemented change management policies for employees as company requirements developed.

Bristol, United Kingdom

Working in a busy contact centre environment duties involved running teams to handle activity for blue chip organisations such as British Gas Communications, Sainsbury’s, Kraft and London Electricity.Overview of responsibilities:- Managed inbound and outbound, full and part-time teams delivering both customer service and sales activity for dedicated clients.- Analysed call volume data to plan resourcing levels.- Produced team and campaign specific management information.- Responsible for team and campaign training and worked with training department to deliver business group training for both client specific material and personal development.- Developed and ran administrative team responsible for processing all client related activity.- Ran multi-client bureau team across two sites