Dan Jones Email & Phone Number

Southampton, England, United Kingdom

Southampton, United Kingdom

Responsible for the management of 10 direct reports and the leadership of a dynamic and thriving Contact Centre of 30+ members of staff. Key responsibilities included monitoring performance of reports against set KPI's and behaviours, people management/team building, handle and effectively resolve escalations, detailed problem solving, analysing stats and data to suggest performance improvement strategies, training and supporting new starters, and contributing to the overall direction of the… Show more Responsible for the management of 10 direct reports and the leadership of a dynamic and thriving Contact Centre of 30+ members of staff. Key responsibilities included monitoring performance of reports against set KPI's and behaviours, people management/team building, handle and effectively resolve escalations, detailed problem solving, analysing stats and data to suggest performance improvement strategies, training and supporting new starters, and contributing to the overall direction of the Contact Centre, in association with the brand and other key stakeholders. I redefined our call structure, to provide an experience driven luxury service to our guests, whilst creating ownership of all sales opportunities, through delivering high level brand, product and customer service training, along with supportive coaching strategies to develop and channel the team's potential. Day to day responsibilities included monthly 1:1's and coaching sessions, call listening, hosting engaging and inspiring team meetings, advocating personal development opportunities, handling complex HR related cases and providing support to colleagues in a mentoring capacity. Responsible for a achieving a monthly revenue performance of £2.5 million+ and a 10% sales conversion target, which required detailed analysis into stats and performance to harness improvement areas and recognise success. Ensured that the team is fully compliant to business policies and procedures to irradiate any potential damage to the brands along with upholding legal obligations such as GDPR. Required to use telephony based systems including CRM, CMS and Avaya WFO. Show less

Southampton, United Kingdom

Queen Mary 2 specialist, responsible for the management and resolution of pre & post voyage correspondence from guests. I work very closely with members of the onboard Hotel Operations Department to reduce and mitigate issues and challenges that may arise, whilst ensuring our legendary White Star Service is provided to create a seamless luxury guest experience. Key responsibilities include providing compensation in line with the company’s policies, actively challenging key stakeholders to drive… Show more Queen Mary 2 specialist, responsible for the management and resolution of pre & post voyage correspondence from guests. I work very closely with members of the onboard Hotel Operations Department to reduce and mitigate issues and challenges that may arise, whilst ensuring our legendary White Star Service is provided to create a seamless luxury guest experience. Key responsibilities include providing compensation in line with the company’s policies, actively challenging key stakeholders to drive forward positive change, being the point of escalation for the Customer Contact Centre, and upholding the ‘Guest Obsessed’ initiative. Frequently taken responsibility during crisis management situations, and fully CARE Team trained. Took a lead in a ‘Phone Resolution’ project, which altered the department’s working practice and created an emphasis towards resolving complaints via telephone. Coordinated the ‘Ship Alignment’ project, which involved working with senior management to develop our complaints handling procedure and create a clear and consistent process both on board and within head office. Currently working on a Ship/Shore consistent compensation matrix, and providing additional customer service/complaint handling training to our Customer Contact Centre. Show less

Shadow Director:Judith: Concerto for Orchestra / Bluebeard’s Castle by Béla Bartók, dir. Katie Mitchell. Bayerische Staatsoper, Munich. 2020.Anatomy of a Suicide by Alice Birch, dir. Katie Mitchell. Deutsches Schauspielhaus, Hamburg. 2019.Orlando by Virginia Woolf, adapted by Alice Birch, dir. Katie Mitchell. Schaubühne am Lehniner Platz, Berlin, 2019.Student Director:Heart’s Desire by Caryl Churchill. Royal Holloway Department of Drama, Theatre & Dance, Egham… Show more Shadow Director:Judith: Concerto for Orchestra / Bluebeard’s Castle by Béla Bartók, dir. Katie Mitchell. Bayerische Staatsoper, Munich. 2020.Anatomy of a Suicide by Alice Birch, dir. Katie Mitchell. Deutsches Schauspielhaus, Hamburg. 2019.Orlando by Virginia Woolf, adapted by Alice Birch, dir. Katie Mitchell. Schaubühne am Lehniner Platz, Berlin, 2019.Student Director:Heart’s Desire by Caryl Churchill. Royal Holloway Department of Drama, Theatre & Dance, Egham, 2020.Serious Money by Caryl Churchill. Caryl Churchill Theatre, Egham, 2020.The Cherry Orchard by Anton Chekhov, translated by Simon Stephens. Caryl Churchill Theatre, Egham, 2019.Richard III by William Shakespeare. RHUL Shakespeare Society, Egham, 2017.Vernon God Little by DBC Pierre, adapted by Tanya Ronder. The Student Workshop, Egham, 2015. Show less

Southampton, United Kingdom

Responsible for inbound customer sales and support for Cunard and P&O Cruises, which involved creating and amending bookings for direct passengers & travel agents, maximising revenue opportunities and providing industry leading customer service. Job demands included providing exceptional product knowledge of 11 cruise ships over 2 brands, achieving a £200,000+ per month revenue target, conducting myself in accordance with the Data Protection Act and using complex systems including POLAR, CRM… Show more Responsible for inbound customer sales and support for Cunard and P&O Cruises, which involved creating and amending bookings for direct passengers & travel agents, maximising revenue opportunities and providing industry leading customer service. Job demands included providing exceptional product knowledge of 11 cruise ships over 2 brands, achieving a £200,000+ per month revenue target, conducting myself in accordance with the Data Protection Act and using complex systems including POLAR, CRM and ANITE. Worked with the customer service team, which involved professionally handling, processing and resolving customer complaints, issuing refunds/tokens of goodwill, and complex problem solving across multiple departments. Completed a weeklong Customer Service training programme. I was also given the opportunity to train new members of staff and worked closely with my manager to develop team initiatives to increase sales in order to exceed targets and performance expectations, whilst generating enthusiasm amongst the team. Show less

London, United Kingdom

Acted as an ambassador for the National Theatre, undertaking various roles including bar staff at the Olivier Theatre and Understudy bars and Front of House support, demonstrating high standards of service in London’s busiest and leading theatre complex. Responsibilities included opening and closing the venues, handling money and till training, providing excellent face to face customer service, assisting patrons with information, handling and resolving complaints, providing tours of the… Show more Acted as an ambassador for the National Theatre, undertaking various roles including bar staff at the Olivier Theatre and Understudy bars and Front of House support, demonstrating high standards of service in London’s busiest and leading theatre complex. Responsibilities included opening and closing the venues, handling money and till training, providing excellent face to face customer service, assisting patrons with information, handling and resolving complaints, providing tours of the building, and remaining professional and focussed in a busy and dynamic environment. Received food and drink safety training and undertook a general Health and Safety course. Taught how to make elaborate cocktails, change kegs, and memorised a vast array of products. Show less

Egham, Surrey, United Kingdom

Elected to undertake the management and leadership of an award-winning student Performing Arts society with over 100 members. This involved the running of 3 theatrical productions per year, a weeklong summer festival, workshops and guest talks from industry professionals and academics, charity and volunteering events, career opportunities and social events. Responsible for chairing weekly committee meetings, promoting the society on campus and nationally which increased overall membership… Show more Elected to undertake the management and leadership of an award-winning student Performing Arts society with over 100 members. This involved the running of 3 theatrical productions per year, a weeklong summer festival, workshops and guest talks from industry professionals and academics, charity and volunteering events, career opportunities and social events. Responsible for chairing weekly committee meetings, promoting the society on campus and nationally which increased overall membership, liaising with other societies, university departments and local organisations in the creation of events and activities, completing general administrative documents in order for events/activities to take place, generating creative and successful fundraising opportunities, stepping in to complete tasks in the event that other committee members could not complete them along with generally overseeing the welfare of all members. Work was acknowledged through the receipt of several university awards, including the Royal Holloway Gold Passport award, Skills & Employability Cup award and Freshman of the Year award. Show less

Master Of Arts - Ma, Theatre Directing, Merit

My MA in Theatre Directing was taught first hand by Britain’s leading director, Katie Mitchell. Mitchell provided a practical.

Bachelor Of Arts - Ba, Drama And Theatre Studies, 2:1

Activities and Societies: RHUL Shakespeare Society, The Student Workshop, RHUL Drama Society, RHUL Savoy Opera Society & RHUL Musical.

Drama And Theatre Studies