David Berrill Email & Phone Number

Cork

Part of the Apple Online Store’s EMEIA Call Centre Operations Team, real time analysts are responsible for ensuring that Service Levels are reached on an ongoing basis. I monitor incoming calls, redeploy agent resources on the fly from all of our EMEIA Call Centres, evaluate requests from team leaders from multiple sources and work on ongoing projects whilst working closely with Apple Online Store Site Managers, Product Readiness, Learning, Sales Strategy, and Vendor Management teams.• Ensuring that optimum service levels are achieved within the Online Store on an intra-day, daily, weekly and monthly, basis in order to drive up service level consistency performance.• Agent on-boarding/off-boarding/changes. This includes partnering with reporting teams and application support teams to troubleshoot agent profile issues.• Make any required intraweek scheduling changes to accommodate late-scheduled training and events.• Applying levers through the day to increase staffing levels (OT, reduced lunches, skilling changes) and decrease staffing levels (VTO, training, offline activity) with a goal of ensuring service level targets are met and operational expense is closely managed.• Assist internal customers with low-level reporting requests.• Designing and implementing appropriate support processes.• Response and resolution for Call-flow issues, all call-flow changes, SLAs and escalations.• Acting on analytics to support ongoing optimisation of the contact centre environment and recommending improvement initiatives.• Partnering with telephony support resources to ensure that the EMEA call routing/agent skilling strategy is optimised to meet business objectives. Working with the technical support groups to: • Coordinate changes and any environment impacting activities.• Develop customer response strategies.• Excellent written and verbal communication skills.• Attention to detail & the ability to identify trends in service level performance

Dublin Ireland

- Ensuring that optimum service levels are achieved within the Customer Service Centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance - Tracking system and process down time across market and report back monthly on trends to senior management with a view to drive down lost time - Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments) - Accurately collating of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations which aid local MIS - Variance reporting to customers, to enable them to make timely decisions about planned off line activities and outages - Maintaining the various databases identify skill set shortages for short-term training requirements. - Maintaining positive relationships with internal Customers and outsourced Vendors to ensure that joint goals are met - Ad hoc tasks to support the business

Ireland

Reporting to the Team Leader, I am responsible for converting, processing and optimising the retention of Eircom customers. I also assess the need to deliver agreed targets for inbound and outbound call performance and units retained on a day to day basis and continuously drive to improve unit retention in terms of effectiveness of call answering, reinstate/win back rates, and communication.

Girona, Spain

As a member of the Ryanair cabin crew in this role I was tasked with providing excellent customer service to travelling passengers while working to ensure their comfort and safety throughout the flight. As part of the role I completed extensive training in the fields of security, emergency first aid and customer relations

Business Management

Education record