David S. Email & Phone Number

Tiddington, Warwickshire, United Kingdom

West Midlands

Currently, I am seeking new and exciting opportunities in the Financial, Non-Financial and Public Sectors, either in Business Implementation, The Call Centre Environment and or Data Reporting and Analytics.Drop me a message with any proposals or questons.

Leading a team of 10+ Customer Consultants ensuring they are performing against business defined KPI and meeting 95% plus pass rate on call quality against FCA standards.• Coordinating the onsite deployment, testing and training of the new enterprise dialing system. Ensuring a robust UAT plan was put in place and creating testing scripts to ensure all possible eventualities are covered.• Planning and organising the deployment of a new bespoke reporting system into the collections environment, ensuring all current reporting requirements are met and ensuring tests were created so all data calibrates to the current standard.• Responsible for meeting with client for Audits and Performance reviews, during these meetings delivering key messages to clients on performance against target and Client Meetings• Maintaining a 99.3% pass rate across call quality sections for a 12 month period, with an average behavior score of 92%• Utilisation of Excel, internal reporting and Nexidia Call recording system to deliver key information on call monitoring, specifically silent call recordings.• Delivery monthly and quarterly performance reviews to Customer Consultants, making sure that SMART objectives are set to ensure performance is grown or improved. Also, conducting Bi-Annual appraisals for the purpose of salary review and performance management.• Interrogating performance data, such call as quality or cash collections and re-forecasting targets to improve these areas by incentivising individual’s, teams and peer’s, dependant on the focus required.

Stratford Upon Avon

Responsible for the Business readiness side of the project team. Making sure we met all regulatory and legislative requirements, along with the client, customer and business needs.• Organinsing the training of a bespoke collections platform across 3 sites and to over 400 staff and coordinating the completion of training documentation specific to each department and based around permissions. • Creating a robust version control system owing to Training being undertaking whilst the system was still being created. This also involved organising refresher sessions for any new deployments were understood by staff.• Liaising with the project manager and Project Control Group to ensure milestones were met and briefing on where we are versus the project go-live.• Creating UAT scripts ready for testing launch. Also, in the absence of a working system, creating testing exercises to ensure the team were fresh and ready for when the testing needed to go live.

Stratford Upon Avon