David Busson Email & Phone Number

Paris, Île-De-France, France

Dublin, County Dublin, Ireland

Responsible for the Training, Quality and Escalations operations management of the project (55 FTEs)Ensuring adherence and delivery of the frameworks (quality & escalation) and curriculums client standards (training)Project run across 3 sites involving remote people management Directly managing 3 team managers and 4 trainersIdentifying business risks and opportunities to achieve SLA targets, reduce costs, minimize errors and deliver excellent customer experience and satisfactionImproving user experience and driving innovation in collaboration with the client (process improvement, tools development, new process implementation)Leading internal projects in relation with quality/training/escalation improvementsWorking with cross-functional teams on a daily basis, close daily collaboration

County Dublin, Ireland

Leading, managing and motivating a team of 5 Team managers (70 FTEs) in a fast paced environment in a fast paced environment Identifying business risks and opportunities to achieve SLA targets, reduce costs, minimise errors and deliver excellent customer service and satisfaction; taking corrective actions proactivelyBeing a key coordinator between all support departments on day to day basis (Operations, Quality, Training, WFM, Finances, Reporting and HR) to ensure top delivery Collaborating closely with the client on daily/weekly basis to ensure SLAs and objectives to be met; maintaining trust continuity through proactive communicationLeading through change to meet the client contract requirements/amendments in terms of staffing, objectives and SLAs (TUPE process, new centre location set up, new line of business, policy changes, product updates)Ensuring that capacity and capability objectives are continually met and planning aheadActing as a career counsellor and mentor for a numerous amount of partners, highly focused on the people aspect and career progressionPromoting diversity, engagement, recognition, well-being, health and safety, integrityInspiring and motivating direct reports; leading by example

County Dublin, Ireland

Responsible for the management of the Team Leader group on day to day basis across two sites (70+ FTEs)Ensuring we achieve and/or overachieve our KPIs (CSAT, Revenue, SLA’s, Productivity, Quality). Making sure they are clearly outlined, monitored and achievedPerforming weekly/monthly/quarterly RCA, providing tailored action plans to ensure resolution within objective deadlinesProviding coaching and mentoring to my Team Leads on daily basis to ensure they grow professionally and personally. Being responsible for them and their reportees towards their agreed goals of performance, results and behavioursManaging all aspects of the client relationship on daily basisWorking closely with the Operations Manager and HR/TA team to deliver resource requirements in line with contractual requirements; staff attendance & attrition objectivesWorking in collaboration with the Training department to ensure a successful staff delivery while liaising closely with the Quality department to ensure processes adherence Being a POC for any types of escalations (performance/conflict management, engagement, employees needs) and managing them until full resolutionBeing a leader, a motivator, a change leader, an approachable group leader who can federate and mentorship in order to drive professional, team and individual successes

County Dublin, Ireland

Responsible for the management of the Team Leader group on day to day basis (40+ FTEs)Ensuring we achieve and/or overachieve our KPISs (CSAT, Revenue, SLA’s, Productivity). Making sure they are clearly outlined, monitored and achievedPerforming weekly/monthly/quarterly RCA, providing tailored action plans to ensure resolution within objective deadlinesProviding coaching and mentoring to my Team Leads on daily basis to ensure they grow professionally and personally. Being responsible for them and their reportees towards their agreed goals of performance, results and behaviorsManaging all aspects of the client relationship on daily basisWorking closely with the Operations Manager and HR/TA team to deliver resource requirements in line with contractual requirements; staff attendance & attrition objectivesWorking in collaboration with the Training department to ensure a successful staff delivery while liaising closely with the Quality department to ensure processes adherence Being a POC for any types of escalations (performance/conflict management, engagement, employees needs) and managing them until full resolutionBeing a leader, a motivator, a change leader, an approachable group leader who can federate in order to drive professional, team and individual successes

Dublin - Eastpoint Business Park

Responsible for the overall management of 3 markets (25+ FTEs)Ensuring operational metrics are clearly communicated and achievedWorking closely with all business partners to meet the client and the internal objectives (Operational KPIs, staff attendance, attrition, training, quality, customer experience)Building and leading career development of the team membersImplementing all business changes and client requirementsDriving customer satisfaction and revenue performanceLeading various projects within deadlinesEnabling a culture of continuous improvement

Dublin

Leading Operations (25 FTEs)Daily management of 3 markets. Ensuring successful weekly objectives delivery Recruiting on regular basis to meet attendance objectiveBuilding and leading career development of the team members

Eastpoint Business Park, D3

Leading online advertising vendor's operations (20 FTEs)Daily management of 3 markets. Ensuring successful weekly objectives delivery Recruiting on regular basis to meet attendance objectiveBuilding and leading career development of the team members

Eastpoint Business Park, D3

Providing outstanding customer focus, account management and saleS/technical support to advertisers, publishers and/or usersImplement creative ways to drive account development at scale, improve the client's relationship and increase revenue by up-selling and promoting other productsProviding strategic advice and help solving technical issues by working closely in a consultative role with key clients (including escalations and troubleshooting)Secure new clients by presenting search marketing solutions, or create relevant advertising campaigns that optimise and secure ROIQuality coach FR Team: analysing interactions (phone, email, chat), providing constructive feedbacks (1-2-1) to agents having different seniority levels. The main goal is to create RCA of dissatisfied interactions and then to provide solutions to agents for constant improvement. Soft kills training and live monitoring sessions on weekly/monthly basisSatisfaction surveys analyst: On weekly basis building RCA for DSATs and providing feedback sessions to agents generating these negative interactions. Those sessions are mainly articulated around soft skills but and also about workflow processes in order to provide consistent satisfaction to usersDriving customer satisfaction : I work on weekly basis with the client to find all possible ways to provide satisfaction, education, coachingTraining: Involved in training of new hires (product, workflow, soft skills)Team development: involved on daily basis with my team leader

Dublin, County Dublin, Ireland

Dun Loaghaire, County Dublin

Involved in the residential door to door campaign for Eircom PhoneWatch, the Irish leader for home security solutions. I shared my day between the office (training/meetings) and the fieldTrained 3 new hires residential sales. Daily team coaching, mentorship and motivationSuccessfully launched the first B2B campaign for the company

Cherrywood Business Park, Dublin 18

Working for the French market. Dealing on the phone with hospitals, clinics and wholesalers all over France. Placing orders (faxes, emails, e-commerce) in the system, taking phone calls, I used to deal with commercial & financial disputes such as returns, credit notes and re-invoicing. I work also closely with DCs and the planning department (Belgium, France and England).My main task for the last 7 months was to be specialized on the B2B canal in which I was in charge of dealing with all the issues from, the field (sales rep and directors), the pricing department and the planning department.