David Hawken Email & Phone Number

London, England, United Kingdom

Somerset, England, United Kingdom

Taunton, United Kingdom

I’ve managed the migration of our on-premise Contact Centre to Genesys Cloud CX, implementing voice, email and web messenger. I have led a project to adopt bot technology within our flows to improve customer experience and help our teams deliver great service.

Swindon, United Kingdom

Taunton, United Kingdom

I was responsible for troubleshooting technical issues across our telephony platform. We operated a Unified Communications setup across the majority of the business but I was also our specialist for our Contact Centre based on the Unify platform. I was also responsible for designing new solutions for different customers based around their teams needs and Business Continuity requirements. My role required me to analyse root causes for faults and work with our suppliers to resolve them as quickly as possible whilst minimising impact to the business.I had undertaken a project which I initiated to review the roll out of Unified Communications and assess whether it was the best tool for each team. This involved me working with individuals from different areas to assess their current business processes and create a solution that best fits their requirements. This resulted in one service area aiming to roll out a new Contact Centre solution across multiple locations. I am comfortable gathering requirements for upcoming projects having done so previously with our customers.I was responsible for running reports for our users if required. I ran through reports with internal managers that cover average handling time and amount of incoming calls. Some reports required me to use formulas or manipulate the data from different reports in order to provide the information required.

Taunton, United Kingdom

Providing front line services to the public and our customers.Requests we receive affect people's every day lives. I currently cover a range of services from Highway Maintenance to Council Tax.

Taunton, United Kingdom

Working within Exchequer Services, I liaised mainly with schools to resolve budget and invoice queries. Providing first line support to a number of internal and external customers, I was responsible for ensuring accurate and prompt payment of invoices.

Taunton, United Kingdom