Dave D'Arcy Email & Phone Number

Ankara, Çankaya, TR

Leading the creation of the UK arm of the successful Turkish BPO

Successful businesses have happy engaged employees that create happy customers, to deliver business objectives. Happy employees are the key foundation. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and.

Belmont, CA, US

2 years leading the EMEA customer care function. Delivered skilled onboarding for significant growth. Resulting in full achievement of all performance targets

Holmdel, New Jersey, US

leadership of EMEA UCaaS and Global CCaaS customer care operations.

Consulting business specialising in customer service and operations support, improvement and turnaround.

Reading, Berkshire, GB

Lead a programme to reduce contact backlogs. Identifying root cause and implementing corrective action and process

Stoke-on-Trent, England, GB

Conducted a feasibility study for a Joint venture start-up Water retailer. Consider meter read and billing options. Including impacts on Customers and the contact centre. Make recommendations regarding frequency, supplier selection and next steps

Paris, Île-de-France, FR

Leader of a wide range of projects, Including the opening of a Digital Centre and Global Control Centre in New Delhi, the opening of a 500+ seat contact centre in Glasgow. The creation of an HR shared services centre co-located in India and Scotland. The programme management of the transition and transformation of 3 new strategic customers.

London, GB

Successfully delivered a major service transformation, creating a single pan European multi lingual technical support centre in Barcelona

Lincoln, Lincolnshire, GB

Specialist company providing referencing service and insurance sales to the residential letting market. Required a review and improvement programme for their inbound and outbound referencing operation and their insurance sales function. Delivered 30% improvement in referencing productivity within 4 weeks. Achieved highest recorded inbound and outbound.

A range of short term projects with a diverse group of companies, covering Telco, Outsource telesales and Insurance services.

London, GB

Leading the contact centre transformation for Malaysia's leading telco. Driving organisational change. This has resulted in a significant uplift in all KPI's including service level, abandonment rate, first contact resolution and customer satisfaction index. This has been delivered at a time when the client's customer base has doubled and the contact.

Paris, Île-de-France, FR

Directed the full launch of a 700 seat start up contact centre servicing a market leading media provider's customer base. Additionally completing the operational readiness of a second 600 seat centre. This included full operations, facilities, IT, recruitment, HR and other areas

London, GB

Leading the design, implementation and operation of a 100 seat "model contact centre" for Telekom Malaysia, following a 3 month assesment period of their BAU operation

23 Cumberland Avenue, London, GB

Conducted E2E customer service reveiw and delivered implementation proposals for single operating process and cultural change

London, GB

Successfully delivered sustained improvement in a varied range of operational KPI's and metrics within the Business Broadband customer operation over a six month period

Paris, Île-de-France, FR

Directing a successful project to transition ownership and operations from a Vodafone UK owned and operated site into a HEROtsc outsource operation servicing the Vodafone customer base. The project included all aspects of operational, resource, contractual, systems/IT and facilities

Lead the operational set up of a relaunched vISP.

London, GB

Assisting a London based charity to scale up their helpline by 300% and to introduce a case management process and system. Also helping to renegotiate agreements with their outsource partner

Swindon, Wiltshire, GB

Responsible for the inbound and outbound telesales in addition to the home movers and change of supply operations. Focus on DMC and conversion rate, customer journey, process improvement and succession planning. Managing a head count in excess of 400, P&L and call volumes of circa 100k per week

Issy-les-Moulineaux, Île-de-France, FR

Responsible for all retention and upsell activity to existing base. I was instrumental in increasing the save rate from 48% to 65% and reducing churn by over 20% per month to the lowest level recorded (June and July 08).

Middlesex, England, GB

Fixed Term Contract - Sky Broadband - Created customer support function and contracts to UK business from offshore holding company. Also acted as customer service consultant to the BSKYB contact centres in the UK. Successes included a significant improvement in conversion rate for inbound sales, following a review of processes and the introduction of a.

New York, NY, US

Fixed Term Contract - Responsible for driving increased customer loyalty and reduced churn. Delivered a 22% increase in 90 day retention numbers and a 25% increase in inbound sales conversion rate

London, GB

Designed and delivered a customer service strategy and stucture. removed silo's and implemented automation where suitable. Delivered substantial cost savings and performance improvements

London, GB

Also worked as Contact centre manager and customer service manager. delivered significant improvements in external customer satisfaction measurement and successfully implement a significant structural and cultural change to the technology support centre

JP

Member of the senior management team on the 2001 census processing project. Responsible for over 900 staff on a 24 hour operation.

Crawley, Sussex, GB

Various roles undertaken during time with this company