David Carlin Email & Phone Number

Glasgow, Scotland, United Kingdom

Responsible for Event Management, Operational Checks and 1st Line Incident Management.Responsibilities• Incident Management• Operational Checks• Event Management• Customer ServicesRespond to system triggered alerts on supported customer and in-house systems, including restarting services, diagnosing hardware failures and analysing system and application log files for software issues.Also responsible for analysing supported systems to detect and raise incidents for issues that may not have been reported by monitoring tools (event management).Raising new incidents and alarm logging with the appropriate priority and ensuring they are responded to and resolved within contracted SLA’s.

Motherwell, Scotland, United Kingdom

Wickes UK Multi-Channel CampaignGeneral Responsibilities and Achievements: Full campaign transition of 70-90+ FTE agents from Google Platform to Microsoft Platform for communication / support during pandemic.Full campaign and transition/onboarding of 50+ phone agents to new call profiling process on Zendesk platform. Case handling/management project rollout.Team manager of Social media team / Customer Relations team / UK Digital team.Assist with training and development of team managers new into role/campaign.Heavy involvement with new campaign quality programme for 2022/2023.Trialling multinational agents on various contact platforms (live chat, social, email and phone) in Bucharest and South Africa.Lead manager and support for build set up and testing of Sprinklr Unified-CXM platform.IT support for technical queries of Company/Client and Systems / Software.ZenDesk platform expert.Ongoing training and development of Management and IT Skills.

Motherwell, Scotland, United Kingdom

WhSmith Campaign (October 2020 - March 2021).Wickes Campaign (March 2021 - July 2023).General Responsibilities and Achievements: Delivery of KPIs through effective management of own and other teamsTrain, lead, motive and develop multiple teams of advisor.Conduct weekly, monthly and quarterly performance evaluationsMonitor development performance and contribute to the achievement of team resultsHandle escalated customer interactions as required.Analyse data to establish performance improvement areas and provide insights to improve processes.Participate actively in recruitment activities including interviews and trainingManage individual performance - absence or disciplinary issues as an example.Training intake of 20-30 agents new to the business and campaign.Direct liaison between Operation manager, Client and 2 teams of agents (30+).Training and development of team captain.Quality calibration between client managers and our own.Developing and implementing new processes for increasing FCR and customer experience/satisfaction.Winner of multiple in-company awards for Super User, Quality, Client Champion etc.

Motherwell, Scotland, United Kingdom

Responsibilities and Achievements: Building rapport with customers and providing excellent customer service through email, phone or live-chat.Ensuring all communications are handled professionally and promptly.Demonstrating strong product knowledge to ensure all customer queries are answered.Excellent note taker and at keeping systems up to date.Achieving targets set by clients and managers.Adhering to quality standards and providing consistency in all interactions.

Wishaw

Responsibilities and Achievements: Updating the company e-commerce CMS website; editing HTML, CSS and JavaScript.Creation and integration of online media including ; stock photographs, digital graphics, videos and product descriptions.Processing online customer orders using PayPal and Google Wallet.General IT help and support, including troubleshooting and repair.Created GDPR sign up form for customer database for marketing and warranty purposes using MailChimp.Creating graphics for newsletters and special promotions for online and in-store.Integrated old MS-DOS stock system into Intelligent Retail - EPoS Software.

Responsibilities and Achievements: Providing confident and knowledgeable advice to customers and training to other members of staff.Performing demonstrations on caravan accessories and spare parts.Working individually, as well as part of a sales team in store and at exhibitions working with suppliers.Processing cash and card transactions both in store and over the telephone.Creating point of sale, including sale tickets and signage for special offers and promotions.Organising stock and customer orders, liaising with suppliers and customers.Processing customer returns and complaints, processing and updating relevant paperwork.Inspecting caravan awnings for insurance purposes, providing quotes and organising repairs.Performing caravan awning and accessory repairs.

Bachelor Of Science - Bs, Interactive Media Development, 2:2

Activities and Societies: Adobe Suite (Photoshop, Illustrator, Dreamweaver, After Effects). Microsoft Office Suite (Word / Excel /.

Higher National Diploma (Hnd), Interactive Multimedia Development, B