Daniel Roe Email & Phone Number

Leeds, Leeds, United Kingdom

Leeds, United Kingdom

Digital Project Manager in charge of operations within EMEA for the key e-detailing platform.Overall responsible for developing and implementing the user experience and engagement plan, increasing platform adoption and key feature usage across EMEA.Onboarding of all franchises and EMEA countries to the key sales enablement platform, tailoring licenses, structure, look and feel to stakeholder requirements.Increase ROI through user engagement, supplier collaboration and feature enhancements.Increase collaboration with suppliers to ensure communications flow is improved and all internal and external stakeholders are aligned.Responsible for yearly survey launch and results sharing to franchise and country leaders.Share best practices with suppliers and other customers to ensure optimal usage of the sales enablement platform to increase sales metrics and overall income throughout JJMD.Align with vendors on KPIs and SLA ensuring MSA is achieved.Ensuring the license model provides the flexibility for the franchise and country depending on their maturity and needs.Design, implement and manage the asset syndication process to ensure all copy approved material is available on JJMD digital platforms globally.Coordinate regular audits and support UAT for digital platforms.Ensure project collaboration with key stakeholders and adhere to timelines and budget.Additional to this I am the lead for business process harmonisation and compliance.

Leeds, United Kingdom

Representing Global Education Services, based out of the DePuy Synthes office in Leeds, to provide training and ongoing support to Europe, Middle East, and Africa teams.Be the eyes and ears for the global education services team in the region, identifying and analysing trends to enhance end-user experience.On-site face to face and remote training in Switzerland and UK for EMEA based teams.Project lead to replace current E-Learning modules and engage copy approval team members through an enhanced learning experience.Ensure project collaboration with key stakeholders and adhere to timelines and budget.Support before, during and after copy approval system implementation with classroom sessions, remote training sessions via WebEx and Skype, coaching sessions face to face and hypercare meetings.Design and alignment of reference guides for the system help section, allowing on-demand refreshers of training and microlearning.Support process owners throughout the region on the new copy approval system and ensure system capabilities and process requirements align.Support in decommissioning of previous copy approval system through reports, analysis, update calls, and communications channels.Provide feedback to the systems administration team on enhancements, areas of improvement and any areas that require action to fix.Design of localised metrics by brand to measure workload and performance for EMEA compliant communications lead, simplifying previous metrics reports.

Manchester, United Kingdom

Management of knowledge and communications for Coop Customer and Member services across two sites consisting of 150 FTE serving over nine million members.Ensure knowledge base kept up to date with latest policies, certificates and forms.Ensure communications are sent out branded and tone of voice to suit Coop values.“Comms Validation” to measure effectiveness and delivery of communications with follow up coaching, briefs or improvement plan.Build and maintain close relationships with key stakeholders across the food and membership team to make sure accurate and appropriate information and responses are available.React to PR and high risk situations to keep both sites updated and ensure best solution and experience for the customer is reached.Work with training to improve induction and ensure knowledge base compliments with accurate articles that are easy to use.Plan and deliver regular and adhoc briefs to all team members in Manchester. Deliver urgent, important and risk briefs to service partner.Build and maintain relationships with service partners and other key teams around the business. Use knowledge to improve KPI’s and enhance customer experience through regular feedback and dashboard reporting.Chair regular sessions with advisor and team manager population to assess and update on improvements or suggestions made.Identify opportunities for contact optimisation leading to improved channel usage and increased IVR traffic without taking away from the customer experience. Improving complaint follow up handling resulted in a weekly saving of 0.82 FTE equating to £32.5k annually.Retain spend through complaint handling and preference logging.

Leeds, United Kingdom

Working alongside the operations managers I am responsible for the management of knowledge and communications for Samsung electronics UK in a contact centre of 230 FTE covering 11 lines of business including mobile, tablets, audio, visual, home appliances and Smart Things.Ensure that the knowledge base is kept up to date with processes, products and offers.Working close with the Learning and Development team to streamline the induction process to maximise efficiency from day one induction to go live date and help reduce attrition.Building and maintaining key stakeholder relationships at all management levels both Capita and client based.Planning and delivery of regular refresher and upskill sessions that address knowledge gaps.Working with the Samsung training team to design sessions that work to reduce AHT, hold and ACW while increasing customer satisfaction, quality and mystery shopper score.Design and provide reporting from ongoing learning and periodic learning assessments conducted through Samsung Edutto LMS. Provide MI to OM’s and senior management periodically to ensure this key metric is achieved.Working with the Samsung field team, Support Centres and Experience store to ensure repairs are raised correctly and streamline communications process from contact centre to store.Design and delivery of all communications and briefs throughout SEUK. Provide fast, clear responses to potential brand damaging and public relations situations while ensuring a professional image is conveyed at all times.Key responsible and accountable stakeholder in the project team coordinating the S7 & Note7 launch within SEUK contact centre with full responsibility of training, upskilling and implementing process change throughout the launch period.Work with Capita internal communications team to drive employee engagement, design and run incentives and arrange for distribution to and publication of rewards winner.

Leeds, United Kingdom

Management of knowledge and communications for Post Office Telecoms to ensure effectiveness of services and delivery. Co-ordination of knowledge related improvement activity across the Post Office support model.• Single point of contact for Post Office knowledge queries, providing support to a 24/7 department containing 400 fte.• Design for Knowledge Management processes and procedures for all lines of business.• Lead in knowledge base improvement project, with a reduction in overall volume by 80% through consolidation of articles.• Develop, establish and maintain key internal and external business relationships.• Attend sign off meetings with internal learning and development team to ensure content consistency and that all client and operational expectations have been met.• Receive feedback from the client and implement changes as necessary in a timely manner.Alongside this role I also participate in the following additional duties;• Training inductions for new starters.• New starter systems set up, being the point of contact and escalation for systems not working or received.• Training material designs, modification and review.• ISO27001 champion for the unit ensuring that security standards are met and maintained to Capita and client standards.• Health and Safety representative for the unit and first aid point of contact.

Birmingham, United Kingdom

Assisting in the management of knowledge for the Post Office Service Desk to ensure effectiveness of services and delivery. Assist in the co-ordination of knowledge related improvement activity across the Post Office support model which included data migration & introduction roll out of a new Knowledge base. During this role I was temporarily relocated to the client site in Birmingham.• Provide support and guidance for key personnel.• Assist in design for Knowledge Management processes and procedures.• Use of MS office to gather requirements and manage the project during its pre pilot life cycle.

Leeds, United Kingdom

Manage a work list of customer complaints from start to finish, looking to achieve the highest standard of customer experience.• Adhere to strict ofcom guidelines and regulations as well as internal client policies.• Provide weekly analysis regarding these complaints to Team Leader and Operations level to be used to identify training and coaching needs.• Ensure that coverage is provided daily to ensure that SLA is reached.

Leeds, United Kingdom

Responsible of a team of up to 19 individuals providing day to day management and feedback of kpi’s.• Analyse mi and then organise relevant coaching sessions and/or action plans should they be required. • Ensure that service levels were met as well as making sure individual agents hit agreed targets to client standards. • Motivate and support individuals on a daily basis to ensure that they are performing to the high standard that the client expects. • Adhere to hr policies and procedures to provide a fair and consistent approach to managing staff.

Leeds, United Kingdom

Education record

Education record