Dave Romano Email & Phone Number

Leicester, United Kingdom

Leicester, United Kingdom

Leicester, United Kingdom

Leicester, United Kingdom

• Drive and foster a success culture, driving and inspiring operational performance for a team of 12 Customer Representatives with little to no Call Centre Experience.
• In-still a culture of service excellence in alignment with operational SLAs and KPIs.
• Liaison between TLs and Real Time to help build Team Performance Reports.
• Promoted continuous improvement in terms of support process efficiency, customer satisfaction and application of tools for monitoring, management and optimisation.
• Guided all team performance targets, including AHT, Quality and Shrinkage for direct reports. Ensuring that direct reports are on a plan to achieve and demonstrate levels of competence required to fulfil job.

Peterborough, United Kingdom

• Lead, motivate, performance manage and provide strategic direction to 28 multilingual staff – instil a culture of service excellence in alignment with operational SLAs and KPIs.
• Enhanced internal procedures to facilitate delivery of high quality services in collaboration with Command and the Service Centre management team.
• Catapulted customer satisfaction having monitored and evaluated staff performance, championed positive recognition, addressed individual performance improvements and identified training gaps.
• Promoted continuous improvement in terms of support process efficiency, customer satisfaction and application of tools for monitoring, management and optimisation.

Peterborough, United Kingdom

• Responsible for all Operational delivery activities/executing operational practices, work programs, documentation along with identifying and resolving operational problems for the night shift. Ensuring performance.
• Led call centre transformation on a major client site (MasterCard) to boost overall performance as part of an innovative BPO.
• Developed employee investigative skills to identify trends and patterns in customer behaviour.
• Enhanced internal communication and knowledge sharing to provide consistency of approved changes throughout service centre.
• Set individual objectives and developed action plans to enhance staff knowledge and achievements.

Oklahoma City, Oklahoma, USA

• Chaired senior level meetings providing details on historic performance alongside updates on future trends.
• Innovated and executed Manager / Agent level performance reporting - subsequently migrated into Dell’s global reporting network.
• Interpreted customer feedback and report data while developing solutions to help front line managers improve queue performance.
• Resolved business operations questions; advised on service level improvements and cost reductions.
• Liaised with senior leadership to produce timely customer deliverables and define reporting and data requirements.
• Created and distributed routine and ad-hoc reports in support of non-standard requirements.

Oklahoma City, Oklahoma, USA

• Led 15 Senior Agents reviewing executive escalations relating to laser imaging products to ensure positive resolution.
• Delivered feedback to onsite technicians while proactively identifying process improvements and failures.
• Reduced field services costs by 10%, increased customer experience and changed imaging product handling via imaging field services model restructuring.
• Cultivated and maintained relationships with Singapore Design Centre, Product Group, Training, and Sales Department.
• Oversaw leadership and guidance for third shift team as Team Lead.
• Improved cost-effectiveness having deputised for Team Manager in their absence.

Oklahoma City, Oklahoma, USA

• Facilitated start-up of a new quality team in Oklahoma City; trained new Quality Auditors and created / updated auditing criteria.
• Performed call audits and side-by-sides while championing sales opportunity identification for front line technical support agents.

Ottawa, Ontario, Canada

• Scrutinised and disseminated contact centre trends, including call volume / patterns, productivity, headcount and resource allocation while enhancing awareness encompassing scheduling and real time principles and.

Ottawa, Ontario Canada

• Key conduit for senior level stakeholders – liaised with staff at all levels to identify opportunities, perform in-depth analysis and freeze action plans accordingly.
• Delivered call coaching to assess and enhance staff technical knowledge, conducive to performance excellence.