Daniel Kerwin Email & Phone Number

• R&D lead and product manager, experienced extending organisation core platform with enterprise Data Applications to drive brand stickiness and operational effectiveness. • Program manager, experienced in the deployment and management of online engagement capabilities, including Messaging and Live Chat. Proficient at optimising deployed programs to maximise client return on investment and online visitor engagement / satisfaction. Strong focus on enterprise level account management.• Business Analyst with significant experience in the customer contact field. Focus on providing operational, financial and commercial support across a portfolio of client industries, including retail, financial and telecommunications.• Expertise in providing end-to-end analysis of key operational drivers, including a process improvement approach to driving increases in service and quality and to increase profitability through cost reduction and revenue generation.• Strong commercial acumen working as a Pricing Analyst, developing robust pricing models applicable to customer contact services, including the development of detailed commercial frameworks and applicable contractual mechanisms.• Expertise working with pre-sales teams in the development and presentation of new business and tender responses, including the post-sale process of working closely with Project Managers, client stakeholders and all other facets of the organisation in the implementation and deployment of new Contact Centres for enterprise brands.Specialties: • Web development and end-to-end application design and implementation• Product management, UI/UX• Online engagement capabilities• Enterprise level account management• Operational and financial analysis• Pricing and contract development

Listed skills include Contact Centers, Call Center, Customer Experience, Workforce Management, and 40 others.