David Scott Email & Phone Number

Bristol, England, Gb

Bishop Sutton, England, United Kingdom

• Daily management of the customer excellence day team, reporting results to the CEM.• Managing centre performance throughout the shift, ensuring workloads and resources are effectively managed to achieve a consistent service level performance.• Identify issues and trends impacting operations and take the appropriate action to resolve/escalate.• Acting as an escalation point for customer issues, business risks or concerns• Performance manage staff effectively and achieve team key performance indicators (quantitative and qualitative).• Ensure all staff have the required tools to effectively fulfil their objectives & deliver a high level of service to customers.• Using all available management information and/or systems to monitor workload and productivity; use this information to identify developments and actions to help improve the service provided.• Compile and complete any investigations and disciplinary meetings as required in alignment with documented people processes.• Identify barriers to performance and take necessary steps to eradicate.• Champion a culture that demonstrates emotional engagement and empathy.• Provide daily commentary to support MI reporting on a daily/weekly/monthly basis (Buzz & TM), plus ensure all relevant communications are cascaded. • Carry out trend analysis and escalate findings to the Management team as required.• Ensure employees are kept up to date with company Core Values & encourage to continually demonstrate them.• Compliance with Company Health & safety policy and report any Health & Safety concerns.• Maintain staff training and competence standards by completing monthly monitoring of agent calls and providing effective coaching/feedback sessions• Monitor call volumes and maintain forecasting models to ensure staffing levels are correct• Ensure all administrative requirements are completed within timescales required.

Shepton Mallet, England, United Kingdom

• Provided support via telephone for customers using multiple platforms.• Supporting connectivity issues (ADSL/SDSL/FTTC/FTTP/Etherstream/Surestream)• Configuring and troubleshooting various routers/PE’s (Cisco, Juniper, One Access, Zyxel, Zhone etc.) • Supporting Email/Domains• Ensuring high first time fix rates• Ensuring customers SLA’s are met• Logging faults to various suppliers including BT, Virgin, Verizon, Talk Talk, Colt, SSE etc.• Dealing with technical escalations• Logging into core network devices to make changes• Managing teams of between 8 and 40 at various stages• Training new team members 1 on 1

Ilm Level 3 Diploma In Management, Business Administration And Management, General, Distinction

Activities and Societies: Employee Rights and Responsibilities Managing Personal and Professional Development Managing Team Performance.

Ilm Level 3 Team Leader Supervisor, Business Administration And Management, General, Distinction