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 responsible for designing, implementing, and managing Livepersons external training programs to educate our clients on how to maximise the potential of Conversational Cloud. l collaborate closely with product development teams to ensure training materials are up-to-date and comprehensive.

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.• Explore, demonstrate and sell new technologies to relevant stakeholders.

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 working with the IT Change Board to coordinate requests for estimation and resourcing for projects which are linked to/impact digital- Work with the Transformation Director in coordinating and managing the annual digital team's delivery calendar & Roadmap.- Work with 3rd party partners to regularly monitor and review site performance against SLAs- Ensure best practices and processes across the digital team for the consistent delivery of digital projects- Responsible for Delivery reporting to senior management team, Product Owners and key stakeholders- Manage relationships with third-party digital delivery partners, focusing on performance management against agreed SLA's and KPI's- Develop & deploy AI systems automating customer-facing support tools

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 position that is critical to the company's Customer Service operations, with direct accountability for daily operational performance and ongoing performance management, quality and overall digital strategy.

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 and image being used on numerous customer communications.Involved in Irish section of Guru TV and retail Guru.; (Training customer care techniques, language, sentiment and tone to FIS Global (offshore indian contact centre, 66 agents))• 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 Social Media tools and content.Train/Manage/Liaise with Offshore contact centre (India).

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 Customer Care Executives within Customer Care department.Team trainer on new products e.g. training Customer Care Executives to enable customers to upgrade their phones during an inbound point of contact.

Bachelors Of Education, Biological Sciences, Honours Degree

Professional Diploma In Digital Marketing, Digital Marketing

Education record