David Spillane Email & Phone Number

Advisory Board and Customer Experience executive working for financial services and customer experience organisations in sales and service. Able to review your Operations and recommend the best approach for in house or outsourced.Advisory Board MemberManagement Consulting Business Process Improvement Stakeholder ManagementWith over 30 years covering all aspects of customer experience and Team Management in either an outsourced relationship or in-house arrangement ownership including best practice reviews. Mostly focused on Customer experience and retaining customers, worked in the financial services and the Telco space.Worked with one of the big four banks to set up and run the day to day operations of all its outsourced contact centres. Running RFPs and contract negotiation.Managing 5 call centre providers concurrently.Help set up and revised Customer service onmi centres for a few corporates based in Sydney. Organised and set up inhouse call centres Nationally for a large financial organisation.Worked in Japan for a multinational organisation setting up anything that touched the customer for a life insurance start up. Setting up multi lingual outsourced call centres in Hong Kong, Singapore, Thailand, Japan and Malaysia. Head of Direct Alliances for one of the big 4 banks. Set up all outsourcing opportunities in Australia. Arranged all RFP’s. Negotiated all Pricing in conjunction with Procurement, managed MSA on a daily basis, managed internal and external stakeholders, Compliance and IT along with total implementation, including overseeing recruitment, training, Scripting, QA, CSAT, NPS and systems setup. Ensured processes and escalations where set up and followed. Set up group staff incentive scheme and weekly reporting updates along with full Quarterly reviews.Recently set up a Telco start up customer contact centre with both onshore and offshore capabilities.WON BEST OUTSOURCED CALL CENTRE PARTNERSHIP IN THE WORLD AT THE 2013 CCW awards in Las Vegas. Goes to prove we did it all the right way.

Listed skills include It Service Management, Customer Engagement, Project Delivery, Call Centers, and 34 others.