Dave Cherry Email & Phone Number

Northampton, United Kingdom

Working with a great team of people and I have been able to deliver and shape a number of initiatives.Support our business with homeworkers. Providing the learning platform and right level of training for new inductees. We are building a scalable platform that will be robust enough to handle the changing landscape of employment. By implementing initiatives such as our smart IVR we are able to service more contacts by implementing IVR order tracking and smarter routing for varied… Show more Working with a great team of people and I have been able to deliver and shape a number of initiatives.Support our business with homeworkers. Providing the learning platform and right level of training for new inductees. We are building a scalable platform that will be robust enough to handle the changing landscape of employment. By implementing initiatives such as our smart IVR we are able to service more contacts by implementing IVR order tracking and smarter routing for varied contact types. ...The introduction of live chat as a new exciting channel that has helped us channel shift without adding additional volume....I have redesigned our training program for induction to speed up our onboarding process while providing a more engaging training program that supports the employee through induction and into contact centre life. ...Migration from one email provider to another that is more cost-effective and efficient to use.Providing business insight from customer contact is helping drive business wide initiative by capturing customer friction with a simple and efficient process Show less

Over the past three years I have had the opportunity to work as the customer experience & operational training manager. This challenging and varied role has given me the ability to take a creative and logical approach to many of the problems facing a modern contact centre.I have created and deployed a quality platform that will deliver a great customer experience while remaining focused on our clients expectations and service levels. This new structure also empowers assessors to drive… Show more Over the past three years I have had the opportunity to work as the customer experience & operational training manager. This challenging and varied role has given me the ability to take a creative and logical approach to many of the problems facing a modern contact centre.I have created and deployed a quality platform that will deliver a great customer experience while remaining focused on our clients expectations and service levels. This new structure also empowers assessors to drive performance and improvement by following a simplified set of score criteria.I have also been actively involved in changing and enhancing our training department to achieve a higher level of employee engagement and provide a more streamlined training programme.Working with staff to put their feedback into future training programs that allow us to improve in a way that suits the target audience and their learning needs.I am responsible for improving customer experience and training staff however this goes beyond the big changes mentioned above and often focuses on the small detail in how we work and perform.I have helped improve current processes while boosting the output and return on investment.Working with clients and our own staff to offer valued services that meet client expectations and improve our commitment to contact centre excellence. Show less

Northampton

To offer Support, Coaching, and performance management to a team of insurance sales agents

Peterborough, United Kingdom

Main Responsibilities• Ensure FSA compliance is adhered to for agents within my team• Call listening for compliance and using the teat customer fairly principal to avoid critical issues that could effect our FSA compliance.• Performance reviews and 1-2-1 meetings with team members to record and set targets• Handling escalated complaints to satisfactory resolution• Ensure agreed KPI’s are achieved each month inline with business requirements• Manage absence and… Show more Main Responsibilities• Ensure FSA compliance is adhered to for agents within my team• Call listening for compliance and using the teat customer fairly principal to avoid critical issues that could effect our FSA compliance.• Performance reviews and 1-2-1 meetings with team members to record and set targets• Handling escalated complaints to satisfactory resolution• Ensure agreed KPI’s are achieved each month inline with business requirements• Manage absence and performance related issues following HR guidelines Show less

Northampton

Performance Management & Quality - TalkTalkMain Responsibilities• Responsible for performance management & quality within our Northampton Contact Centre.• Liaising with outsourced partners to ensure quality of service.• Tuning our processes in line with requirements set by Ofcom.• Managing issues relating to performance of staff and managers.• Reporting on the progress of the customer experience program to company directors.Key AchievementsHeading the… Show more Performance Management & Quality - TalkTalkMain Responsibilities• Responsible for performance management & quality within our Northampton Contact Centre.• Liaising with outsourced partners to ensure quality of service.• Tuning our processes in line with requirements set by Ofcom.• Managing issues relating to performance of staff and managers.• Reporting on the progress of the customer experience program to company directors.Key AchievementsHeading the customer experience & improvement program and contributing to a reduction in Ofcom complaints by 43% from 2011 – 2012, leading to the avoidance of a £155m fine imposed by Ofcom. The customer experience program has also reduced the volume of repeat callers, in turn improving our quality of service & customers experience. Show less

Main Responsibilities• Performance management of staff using HR processes.• Driving results through effective leadership and supportive coaching.• Absence tracking and disciplinary procedures.• Organising incentives which drive the required behaviour and improve performance.Management of a successful team of 14 agents where performance was consistently around 5-7% above department average. This contributed 120k in extra revenue per month during the financial year… Show more Main Responsibilities• Performance management of staff using HR processes.• Driving results through effective leadership and supportive coaching.• Absence tracking and disciplinary procedures.• Organising incentives which drive the required behaviour and improve performance.Management of a successful team of 14 agents where performance was consistently around 5-7% above department average. This contributed 120k in extra revenue per month during the financial year 2010-2011.I co developed a coaching platform currently used throughout TalkTalk. The platform measures agents performance against set targets and provides real-time feedback to further enhance coaching.My team’s responsibility was retaining customers wishing to leave TalkTalk. By using effective communication and objection handling techniques we managed to retain 80%+ of the calls offered to us.RecognitionEmployee of the year 2010 & 2011: For contribution to TalkTalk & Incentive winner for 7 consecutive months. Show less

Department Coaching & Development - October 2007 – October 2008 (1 year 1 month) Main Responsibilities• Coach staff on best practice when dealing with customers.• Produce and maintain coaching records for all staff in Northampton.• Demonstrate effective communication and provide examples of best practice.Responsible for coaching agents on effective communication and objection handling techniques. Offering advice and supportive documentation to agents and managers to… Show more Department Coaching & Development - October 2007 – October 2008 (1 year 1 month) Main Responsibilities• Coach staff on best practice when dealing with customers.• Produce and maintain coaching records for all staff in Northampton.• Demonstrate effective communication and provide examples of best practice.Responsible for coaching agents on effective communication and objection handling techniques. Offering advice and supportive documentation to agents and managers to help eliminate communication errors. Show less

Main Responsibilities• Working with off site partners to improve performance.• Producing easy to use guides for objection handling and competitor offers.• Coaching staff and Team Managers on how to communicate effectively to our customers.• Reporting on agent knowledge issues, and reasons for losses in revenue.I have worked on and off shore to develop contact centre practices, giving an understanding to managers and staff how to best meet our business… Show more Main Responsibilities• Working with off site partners to improve performance.• Producing easy to use guides for objection handling and competitor offers.• Coaching staff and Team Managers on how to communicate effectively to our customers.• Reporting on agent knowledge issues, and reasons for losses in revenue.I have worked on and off shore to develop contact centre practices, giving an understanding to managers and staff how to best meet our business requirements.• Three months training and developing Managers and Agents within our off shore Contact Centre in New Delhi, India.• Three months in Preston, recruiting and managing the transition of staff from O2 Customer Loyalty to TalkTalk Customer Loyalty.• Two months in Stornaway, supporting our partners in handling our upsell campaign. Show less

I was in charge of the transfer of mortgages for up to 30 clients

Was the first point of contact for buisness customers that have not received stock and would have to rearange delivery of replacement items.

Managing and servicing a fleet of 7 cars for a family owned business.Duties include organising cars for drivers, servicing and finance of 12 drivers, collecting payments from drivers.

City And Guild'S

Gcse Passes Maths, Science, English, Information Technology