Danielle Hesselden Tap.Cert Email & Phone Number

Halifax, Gb

Halifax, Gb

United Kingdom

Designing and delivering Triage software into CCG’s (Clinical Consultancy Groups) throughout the UK. Working on Tunstall’s largest healthcare projects, delivering cost effective solutions and saving CCG’s valuable time and revenue in patient care. Working with key stakeholders to identify gaps in processes and where applicable give support in the re-design of said processes. Pro-actively delivering CRM application internally to all departments and identifying a solution that fits all, by adapting both training delivery and documentation to customer expectations. Designed and developed structured documentation working towards centre of excellence accreditation with TAPS and CIPD. A key player in working with third party developers to build a Triage e-learning solution to be used extensively by doctors and nurses within CCG’s. I have achieved all the goals identified by Tunstall and exceeded expectations.

United Kingdom

Working independently and or as part of a team, planning delivery and content of training sessions to end user clients. Travelling UK wide to client’s sites, delivering classroom and 1-2-1 based sessions to users at all levels. Identify process gaps and feedback information to developers to ensure the software fully meets client expectations. On successful completion of training, floor-walking is key to ensuring knowledge transfer, followed up with my providing telephone support to team leaders and super users of the newly implemented system. Key achievements include cost realisation benefits to the customer in reduced time spent on the phone talking to customers, and increased sales opportunities.

United Kingdom

The quality team is responsible for the successful call monitoring for over 150 call centre agents, with 3 calls per agent monitored. Professionalism is key to dealing with customers and therefore ranked high in the business. Operating software includes Siebel and SAP, where agents must be fully compliant with governance surrounding industry legislation. Training and its delivery is key to ensuring these guidelines are met by the agents and the quality team are there to police content. My key achievement here was the increase in number of successful calls handled by agents per hour through quality monitoring and providing solutions where problems had been identified.