Danielle Dixon Email & Phone Number

“Vision is essential. We can’t advance in any direction without it”I started my career with Leeds City Council with a strong background in Customer Services. I progressed to Team Leader and managed a team of 10-15 staff members. Each manager was responsible for two key services. My key services where Corporate Complaints and Waste Management. It was these key services that sparked a career change from Customer Services into Business Analysis, Change and Project Management. Our Waste Department at the time, whilst achieving a collection rate of over 98% of all bins, was not achieving the KPI’s on Corporate Customer Complaint Responses or Escalated work queue requests. 2% of almost 1 million bins is still a significant number. As this really effected my day to day role, a meeting was held to look at how we could improve the customer response rates. Following the meeting, I was seconded across to Waste Management to look at their processes and change these to improve the service. I was responsible for changing the processes within the service and myself and my team, increased the complaint response rate from 48% to 100% in 12 weeks. All by changing the way in which the work was approached.I really enjoyed the process of problem solving to identify where we could improve the way in which we work, that showed such a clear improvement in service for our customers. This led to further promotion and I moved into a Business Analysis position working with Project Management Colleagues. I then had the opportunity to undertake the APMP Project Management qualification and became a qualified Project Manager in 2016. I moved into Digital Information Services in 2019. As a Senior Business Partner I am responsible for undertaking business analysis to identify efficiencies or where a digital solution could be implemented for our service partners. I then work collaboratively with technical colleagues such as Solution Architects and Procurement Specialists to identify digital solutions. I am also responsible managing any projects required to deliver any identified digital solutions. This role allows be to utilise both my business analysis and project management skills. My key skills are: Problem solving Relationship BuildingMotivation of teamsStaff developmentChange Management Business AnalysisProject ManagementCommunication