David Mckinnon Email & Phone Number

Edinburgh, Scotland, United Kingdom

My key duties include maintaining an ongoing level of engagement with our key customers within a busy MSP. Spending time building trusting relationships with clients & stakeholders alike. Meeting with managers internally & externally to plan strategies to improve service delivery. Understanding key customers individual bespoke needs and addressing these.

Edinburgh, Scotland, United Kingdom

• ITIL qualified team leader in place to lead & manage a team of several staff within a busy Customer Service Department.
• Responsible for the management, organisation, and co-ordination of the day to day work of a team of customer service officers to deliver the highest standards of services to customers.
• Liaise with many 3rd parties for the support of many customers throughout the United Kingdom
• Ensure the customer services centre is adequately resourced by liaising with relevant staff and planning resources effectively.
• Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues.
• Develop a process for, and regular conducting of, staff appraisals and reviews.

Livingston, Scotland, United Kingdom

• Provide first line analysis and call logging for a busy IT helpdesk. In this role, I am the first port of call for all customers with any IT related problems or queries, logging them as Incident numbers into a.
• Troubleshoot and solve calls in the first instance, and, if necessary escalate to second line support staff. However I have on occasion called upon for desk side troubleshooting & resolution.
• Work with my colleagues to keep call numbers to a minimum, as the company are measured on a monthly basis with a Service level Agreement for all covered companies.
• At times it is also required of me to undertake projects, providing my line manager with a ’Scope’ document, detailing in this myself set time-lines, as well as completion dates for my projects.
• On many occasions I acted as team lead and took control of the team when my line manager was on holiday or out of the office

Royal Tunbridge Wells, England, United Kingdom

Personal Advisor- My daily duties would see me dealing with a high number of inbound customers’ calls, helping them to understand, and use their corporate healthcare policies wisely, and also enter my actions in a customer database.

Education record

Education record

Education record

Education record