Dave D'Arcy Email and Phone Number
Through Laughing Leadership, I am creating an environment that is developing high quality CX and BPO supply from Africa. Ask me more at
@
Pusula CX
Dave D'Arcy's Location
Tring, England, United Kingdom, United Kingdom
Dave D'Arcy's Contact Details
Dave D'Arcy work email
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Dave D'Arcy personal email
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Dave D'Arcy phone numbers
About Dave D'Arcy
I have a belief and a passion. I created Laughing Leadership to make it happen. If happy staff make happy customers, imagine what engaged, invested, committed staff can achieve. How do you create this? Through true leadership. My belief is that Africa will become the global hub for quality customer service, support and care. My passion is to develop the skills in the middle and front line teams to be real leaders. Come on my journey!
Dave D'Arcy's Current Company Details
Pusula Cx
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Through Laughing Leadership, I am creating an environment that is developing high quality CX and BPO supply from Africa. Ask me more
Dave D'Arcy Work Experience Details
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Uk DirectorPusula Cx Nov 2024 - PresentAnkara, Çankaya, TrLeading the creation of the UK arm of the successful Turkish BPO
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Uk Client Engagement ConsultantQsolve Dec 2023 - Present -
Managing DirectorLaughing Leadership May 2023 - PresentSuccessful 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 coffee. It is in culture. And culture is a biproduct of leadership style. So be forward thinking and come talk to Laughing Leadership today. www.dave@davedarcy.co.uk -
Senior Director Emea Customer CareRingcentral Jun 2021 - May 2023Belmont, Ca, Us2 years leading the EMEA customer care function. Delivered skilled onboarding for significant growth. Resulting in full achievement of all performance targets -
Senior Director International Care And Tech SupportVonage Apr 2017 - Jun 2021Holmdel, New Jersey, Usleadership of EMEA UCaaS and Global CCaaS customer care operations. -
Managing DirectorCallen Customer Management Ltd Oct 2007 - Oct 2017Consulting business specialising in customer service and operations support, improvement and turnaround.
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Programme Manager (Interim)Thames Water Oct 2016 - Jan 2017Reading, Berkshire, GbLead a programme to reduce contact backlogs. Identifying root cause and implementing corrective action and process -
Project Consultant - WaterplusWater Plus Business Jul 2016 - Sep 2016Stoke-On-Trent, England, GbConducted 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 -
Project Management ConsultantWebhelp Uk Jul 2014 - Jun 2016Paris, Île-De-France, FrLeader 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. -
Tech Support Operations Director (Interim)Colt Technology Services Jan 2014 - Jun 2014London, GbSuccessfully delivered a major service transformation, creating a single pan European multi lingual technical support centre in Barcelona -
Customer Service And Sales Operations ConsultantBarbon Insurance Group Jun 2013 - Sep 2013Lincoln, Lincolnshire, GbSpecialist 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 sales for the year within 2 weeks. -
Consulting And Operational Improvement ProgrammesVarious Apr 2013 - Jun 2013A range of short term projects with a diverse group of companies, covering Telco, Outsource telesales and Insurance services.
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Senior Consultant (Interim Customer Service General Manager)Bt Global Services Mar 2012 - Apr 2013London, GbLeading 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 centre resource has almost halved -
Programme DirectorHerotsc Dec 2011 - Mar 2012Paris, Île-De-France, FrDirected 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
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Senior ConsultantBt Global Services Jun 2011 - Dec 2011London, GbLeading 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
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Customer Service ConsultantEnotria Mar 2011 - Jun 201123 Cumberland Avenue, London, GbConducted E2E customer service reveiw and delivered implementation proposals for single operating process and cultural change -
Head Of Business OperationsBt Oct 2010 - Mar 2011London, GbSuccessfully delivered sustained improvement in a varied range of operational KPI's and metrics within the Business Broadband customer operation over a six month period
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Implementation DirectorHerotsc Apr 2010 - Aug 2010Paris, Île-De-France, FrDirecting 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
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Interim Head Of Service DeliveryTesco Mobile Nov 2009 - Mar 2010Lead the operational set up of a relaunched vISP. -
Helpline Development ConsultantTurn2Us Apr 2009 - Nov 2009London, GbAssisting 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 -
Interim Head Of SiteNpower Oct 2008 - Jan 2009Swindon, Wiltshire, GbResponsible 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 -
Interim Head Of Customer ManagementOrange Mar 2008 - Aug 2008Issy-Les-Moulineaux, Île-De-France, FrResponsible 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). -
Head Of Customer SupportSky Mar 2007 - Mar 2008Middlesex, England, GbFixed 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 change management and governance process for knowledge base management -
Loyalty And Retention DirectorAol Mar 2006 - Mar 2007New York, Ny, UsFixed 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 -
Head Of Customer ServiceCancer Research Uk Jan 2005 - Mar 2006London, GbDesigned and delivered a customer service strategy and stucture. removed silo's and implemented automation where suitable. Delivered substantial cost savings and performance improvements -
Technical Services ManagerVodafone 2002 - 2005London, GbAlso 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 -
Leadership TeamFujitsu Services 2000 - 2002JpMember of the senior management team on the 2001 census processing project. Responsible for over 900 staff on a 24 hour operation. -
General ManagerHealthcall 1999 - 2000
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General ManagerRentokil Initial 1991 - 1998Crawley, Sussex, GbVarious roles undertaken during time with this company
Dave D'Arcy Skills
Change Management
Outsourcing
Customer Experience
Management
Strategy
Call Centers
Telecommunications
Team Management
Leadership
Contact Centers
Call Center
Stakeholder Management
Team Leadership
Business Process Improvement
Start Ups
Service Delivery
Program Management
Process Improvement
Crm
Performance Management
Customer Service
Business Transformation
Coaching
Customer Satisfaction
Account Management
Project Delivery
Customer Retention
Operations Management
Bpo
Management Consulting
Team Building
Project Management
Employee Engagement
Business Development
Service Management
Budgets
Governance
Business Analysis
Business Strategy
Culture Change
Offshoring
Business Process
Managed Services
Mobile Devices
Sla
Pmo
Training
Business Planning
Executive Management
Business Case
Dave D'Arcy Education Details
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Evreham School
Frequently Asked Questions about Dave D'Arcy
What company does Dave D'Arcy work for?
Dave D'Arcy works for Pusula Cx
What is Dave D'Arcy's role at the current company?
Dave D'Arcy's current role is Through Laughing Leadership, I am creating an environment that is developing high quality CX and BPO supply from Africa. Ask me more.
What is Dave D'Arcy's email address?
Dave D'Arcy's email address is da****@****aol.com
What is Dave D'Arcy's direct phone number?
Dave D'Arcy's direct phone number is +4420799*****
What schools did Dave D'Arcy attend?
Dave D'Arcy attended Evreham School.
What are some of Dave D'Arcy's interests?
Dave D'Arcy has interest in Waiste Line And Golf Handicap.
What skills is Dave D'Arcy known for?
Dave D'Arcy has skills like Change Management, Outsourcing, Customer Experience, Management, Strategy, Call Centers, Telecommunications, Team Management, Leadership, Contact Centers, Call Center, Stakeholder Management.
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