Daniel Mcdonald Email & Phone Number

Nottingham, England, United Kingdom

Nottingham, United Kingdom

Nottingham, United Kingdom

Nottingham, United Kingdom

Peterborough, United Kingdom

Responsible for project managing full spectrum of change in Europe’s leading B2B concierge and lifestyle management service. 24/7/365, multilingual and global operation.- Direct reports included Operations team managers, Customer Experience Manager and Resource Planning team- Improved front and back office forecasting accuracy by 10%, delivering £25k saving by December 2012 Professional Planning Forum Innovation Award Finalist 2013Placed 5th in Top 50 Companies for Customer Service

Nottingham, United Kingdom

Responsible for multi channel Resource Planning, MI and Telephony for Specsavers across UK, ROI and Nordics:- Established capacity planning, MI, scheduling and real time department to support the Contact Centre which in turn supported the store retail network across UK, ROI and Nordics- Developed team to grow from 2 FTE to 7 FTE and supported site in Denmark- Sourced and project managed implementation of Workforce Management improving call centre efficiency by 25%- Vendor managed Cisco telephony provider incorporating incident management, performance reviews and managing moves, adds and changes- Designed and project managed the implementation of an industry leading telephony IVR strategy, finalist in the 2011 Customer Service Training Network Awards (£5k budget)- Optimised resource across front and back office to achieve budget saving of £50k in 2010/11.- Finalist in the 2011 Professional Planning Forum Innovation Awards for outbound retention strategy and implementation- Centre achieved 5th place in the Top 50 Call centres for Customer Service 2010 and 9th place in 2008 (my team responsible for 2 of 5 criteria delivering scores of over 90%)- Responsible for planning and managing over £2M budget spend each year between 2008 to 2012- Implemented agent retention data capture tool saving £100k and improving retention rates by 20%

Nottingham, United Kingdom

- Responsible for producing capacity forecasts and MI for front and back office- Responsible for SLA achieval and contingency planning- Supported major Cisco telephony upgrades through which I developed excellent VOIP telephony and network knowledge - Produced successful business case to grow the team by highlighting potential efficiencies which were subsequently implemented- Produced MI that influenced key business decisions.