Daryll Rowe Email & Phone Number

Limerick, IE

Remote

With 15 years of experience in the field, I am responsible for optimizing operational processes and workflows for B2C and B2B messaging, developing and implementing strategies to improve efficiency, quality, and productivity within contact centres using Conversational Cloud worldwide, and ensuring the highest level of customer satisfaction.I am also.

Ireland

Ireland

• Product owner of Virgin Media products with specific relation to digital conversational support and commerce journeys.
• Delivered several initiatives that provided both tactical and strategic objectives over the last 18 months with approximately 6.5 million in forecasted savings.
• Collaborated with business owners, architects, dev ops and end users to develop product roadmaps.
• Responsible for breaking initiatives down into features and stories to be delivered to a squad of 8 developers.
• Prioritise a product backlog to deliver the most strategic value to both the business and customers while also maximising the value of the squad’s available time.
• Communicate regularly with 3rd party partners to design workflows, illustrate application impacts and streamline the capturing of millions of Euro of unnecessary OPEX spend.

County Limerick, Ireland

- Accountable for the effective resource planning, management, reporting and coordination of projects/initiatives to deliver change in line with availability and business requirements.- Define and implement, in conjunction with the Transformation Director & Contact Centre General Manager, the direction of the overall digital strategy.- Responsible for.

Limerick

Responsible for leading a group of approximately 50 CSRs in a multi-disciplined, multi-location digital environment. I am responsible for the performance of a digital department tasked with driving the digitisation of customer contacts by focusing on the needs, satisfaction, self serve and ultimate retention of Virgin Media customers. A highly visible.

Limerick

• Involved in the development of internal and external customer knowledge-bases as project POC. AchievementsPresentation made to CCMA board members in Online customer care techniques.Face of O2 brand online with my name.
• Tone of voice training provided by me to all team members representing O2 Online.
• Involved in testing/hiring and training of new agents joining the team
• Agent point of contact for business owners in our Dublin office

Perform one to one monthly development meetings with members of the eCare team.Complete regular Quality checks on content provided by my team both onshore and offshore.Manage all customer facing social media platforms.Report on ROI and call deflection as a result of SM efforts.Identify and report on customer issues/insight.Experiment with new forms of.

Handle inbound and outbound customer calls and emails.Provide first line customer support in a timely, informed and courteous manner, based on the concept of “Right first time”.Take a pro-active approach with customers in terms of follow up and Front Line decision making regarding customer's queries.Point of contact for handset/broadband issues for.

Bachelors Of Education, Biological Sciences, Honours Degree

Professional Diploma In Digital Marketing, Digital Marketing

Education record