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.• Oversee project scoping and planning.• Prepare detailed reports for presentation to management and other departments.• Sit on Service Delivery Meeting with major stakeholders on a weekly basis

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 dedicated software tool. • 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