Daniel White Email & Phone Number

Manchester, Gb

Manchester, Gb

Manchester, England, United Kingdom

In my current role at Foundever, I oversee the delivery of KPIs across global markets, supporting local teams to meet and exceed client expectations. Working with a globally distributed workforce, I focus on developing team capabilities, driving process improvements, and strengthening client relationships to ensure sustained operational success.Key Responsibilities:- KPI Management: Oversee the performance and delivery of KPIs, such as call and chat metrics, across diverse markets, ensuring alignment with client goals and objectives- Global Team Development: Collaborate with and support local teams to enhance their performance, sharing best practices and providing tailored guidance to achieve consistent results- Process Optimization: Lead initiatives to identify and implement process improvements, increasing efficiency and elevating service quality across regions- Client Relations: Build strong partnerships with clients, ensuring clear communication, alignment of expectations, and consistent delivery of results- Cross-Market Collaboration: Work closely with teams in multiple regions, fostering a unified approach to delivering KPIs while adapting to local needs and challenges

Manchester, England, United Kingdom

As part of Klarna’s expansion in the UK, I was instrumental in building and scaling the Manchester support team. Drawing on my contact centre operations expertise, I implemented structured processes that consistently improved KPI results during a period of sustained growth. Key Achievements:- Built Team: Led recruitment initiatives to expand the team from 8 to 42, aligning resources with business demands.- Operational Excellence: Developed real-time resource management and established performance-focused KPIs to optimise service delivery across email, phone and chat, reducing resolution times from 30 days to 2- Culture & Communication: championed Klarna’s communication rhythm, fostering a collaborative and transparent culture through daily stand-ups, retrospectives, and knowledge sharing- Global Collaboration: Worked closely with distributed teams across Klarna’s global offices, aligning best practices and ensuring consistent performance standards- Results-Oriented Leadership: Streamlined processes that significantly improved resolution times and boosted Merchant Satisfaction through enhanced service quality and operational efficiency. This experience spanned across all lines of business, including live chat, calls, email, vendors, risk and underwriting

Manchester, United Kingdom

Manchester, United Kingdom

TUPE From JD Williams to Serco January 2015 and to Teleperformance July 2017I lead, motivate and develop a team of 16 Customer Service and Sales advisors to achieve multiple KPI targetsConduct monthly 121 and coaching sessionsHR – I manage all aspects of Employee Relations including absence, performance, conduct and productivity, conducting investigations, disciplinary meetings and completing the associated letters and paperworkRecruitment – I assist in the delivery of group assessment centres and conduct 1 on 1 interviews with candidatesAcademy – I coach and develop new starters through their probation period. I also worked closely with the Academy Manager to shape the probation guidelines to improve employee retentionCompliance - I have experience with PCI data compliance and FCA regulationsEmployee Engagement – I really enjoy being an active part of the engagement team, running incentives, fun days, Red Nose Day 2017, Ice Bucket Challenge and multiple Cake Bakes for Macmillan Cancer Support, to raise money for charity as well help boost morale and employee wellbeingIncentive organiser for Service for 2 years, providing reports to show return on investment. This really allowed me to get my creative juices flowing and make some fun interactive performance based games to drive performance and give some reward and recognition to well deserving teamsProcess improvement – I am passionate about customer and employee friendly processes and will proactively offer improvements where needed. I have had a number of processes changed, helping customer retention and employee satisfactionReal Time - live management of multiple departments to ensure maximum productivityEmployee of the Month March 2017 for the support and service provided to my teamShortlisted for EOTM on 4 occasionsFinalist for ´Best Newcomer´ at the Annual Awards 2014Top Team Sales performance 2016 from Customer Service

Manchester, United Kingdom

Manchester, United Kingdom

Serco a Global Outsource service provider acquired The UK's number 1 outsource contact centre provider The Listening Company in 2011. Based in Manchester we provide inbound customer service linked with sales through service for one of the leading telecommunications companies in the UKMy current position allows me to lead and develop teams of up to a 16 FTE within a Gradbay environment. Through monthly appraisals, coaching, motivation and support I ensure staff are ready for dispersion to the operation in a timely manner.

Manchester, United Kingdom

Preston, United Kingdom

A Level

Education record