Dee N. Email & Phone Number

London, Gb

Focus on strategic accounts with high software spend or high growth potential to ensure program impact and success.Trusted advisor to the client and part of their team for for a minimum of 12-18 months.Secure renewals and expansions working with Sales, CSM’s Professional Services developing roadmaps for each account of activities to support, identifying and mitigating risks to renewal, and helping to secure expansions, including ensuring that the accounts also invest in… Show more Focus on strategic accounts with high software spend or high growth potential to ensure program impact and success.Trusted advisor to the client and part of their team for for a minimum of 12-18 months.Secure renewals and expansions working with Sales, CSM’s Professional Services developing roadmaps for each account of activities to support, identifying and mitigating risks to renewal, and helping to secure expansions, including ensuring that the accounts also invest in Professional Services advisory services in the future. Show less

Central figure in NewDay’s commitment to continuous improvement of the end-to-end customer experience employing all analytical tools necessary to accurately identify trends in business impacts to the customer. Quantify those impacts in meaningful metrics or value assessments, and track customer behaviours related to changes in experience. The post encompasses research in all aspects of the customer experience across all touch-points – forward and downstream, focusing in delivery of data… Show more Central figure in NewDay’s commitment to continuous improvement of the end-to-end customer experience employing all analytical tools necessary to accurately identify trends in business impacts to the customer. Quantify those impacts in meaningful metrics or value assessments, and track customer behaviours related to changes in experience. The post encompasses research in all aspects of the customer experience across all touch-points – forward and downstream, focusing in delivery of data analysis and visualisation.Analyse, report the results and driving initiatives from VoC surveys and other forms of feedback that complement the customer experience objectives. Champion the customer experience programs, Voice of the Customer and other customer insights, and process improvement initiatives. Interpret customer insights, process analysis, business analysis, process mapping and recommend process improvement initiatives. Provide insight to business leaders through analyses involving multiple data sources, including actionable recommendations, forecasting and reporting that informs and improves the effectiveness of the planning, execution and optimization of our customer experience strategy. Show less

Sheffield, United Kingdom

 To use root cause analysis and other quality tools to provide solutions to business issues. To undertake speech and text analytics to provide insight for the business. To inform the design and enhancement of customer journeys. To model ‘Voice of Customer’ data to identify key insights. To liaise with business managers and low-level users to understand and document and prioritise business requirements across affected business areas. To contribute to… Show more  To use root cause analysis and other quality tools to provide solutions to business issues. To undertake speech and text analytics to provide insight for the business. To inform the design and enhancement of customer journeys. To model ‘Voice of Customer’ data to identify key insights. To liaise with business managers and low-level users to understand and document and prioritise business requirements across affected business areas. To contribute to the development of Business Cases to enable sponsors to make informed decisions about delivery of the project.  To work with business owners and delivery work streams (including IT) to develop optimal solutions and ways in which the work will be done. Show less

Liverpool, United Kingdom

 To use root cause analysis and other quality tools to provide solutions to business issues. To undertake speech and text analytics to provide insight for the business. To inform the design and enhancement of customer journeys. To model ‘Voice of Customer’ data to identify key insights. To liaise with business managers and low-level users to understand and document and prioritise business requirements across affected business areas. To contribute to… Show more  To use root cause analysis and other quality tools to provide solutions to business issues. To undertake speech and text analytics to provide insight for the business. To inform the design and enhancement of customer journeys. To model ‘Voice of Customer’ data to identify key insights. To liaise with business managers and low-level users to understand and document and prioritise business requirements across affected business areas. To contribute to the development of Business Cases to enable sponsors to make informed decisions about delivery of the project.  To work with business owners and delivery work streams (including IT) to develop optimal solutions and ways in which the work will be done. Show less

Preston, United Kingdom

 Supporting Business Analysts and assisting in the testing of systems and provide in depth contact centre knowledge to simplify processes and provide excellent customer service. Understanding customer needs & situations and examine the meaningful content of qualitative data including; Interview transcripts, field notes, audio recordings. Presenting and Interpreting numerical data including; descriptive statistics & inferential statistics to test hypothesis set and relate… Show more  Supporting Business Analysts and assisting in the testing of systems and provide in depth contact centre knowledge to simplify processes and provide excellent customer service. Understanding customer needs & situations and examine the meaningful content of qualitative data including; Interview transcripts, field notes, audio recordings. Presenting and Interpreting numerical data including; descriptive statistics & inferential statistics to test hypothesis set and relate findings on customer expectations.  End to end process Mapping for customer orders/enquiries to improve overall shopping journey and customer satisfaction.  Delivering presentations in a concise and logical manner and engage with relevant stakeholders. Support E-learning developers with the design and content of new training packages using previous experience as a customer service advisor and aid with the delivery of content. Point of contact for queries related to various projects; currently working on outsourcing skills to call centres outside the UK, and focusing in minimizing overall customer dissatisfaction by keeping all client’s core values including putting the customer 1st. Show less

Preston, United Kingdom

 Manage and maintain high performance of my customer service team (16 advisors), giving support, guidance, and motivation through effective communication and leadership to provide world class customer service.  Achieve targets on productivity & adherence and provide excellent customer service in compliance with Financial Service Regulations and Data Protection and reduce process/behavioural complaints. Internal: Achieved exceeds expectations for 2010 - 2012 overall performance in… Show more  Manage and maintain high performance of my customer service team (16 advisors), giving support, guidance, and motivation through effective communication and leadership to provide world class customer service.  Achieve targets on productivity & adherence and provide excellent customer service in compliance with Financial Service Regulations and Data Protection and reduce process/behavioural complaints. Internal: Achieved exceeds expectations for 2010 - 2012 overall performance in customer service. Adapt to business needs in a fast paced environment. Management of Absence, Long Term Absence, welfare visits, counselling to encourage a prompt return to work of advisors. Proactively recognize and report any potential impact to customer service and follow issues through to conclusion to avoid rising again, and increased knowledge to deal with it accordingly. This may involve contacting Customer 1st aid, introducing change requests to the change board to consider and use of best practise approach.  Assess & Interview (Recruitment) new potential customer service & sales advisors to the business who have the skills and competencies required to provide excellent customer experience. Show less

Preston, United Kingdom

Master'S Degree, Social Psychology, Award With Merit

Developed understanding to a professional level; thorough grounding in methodology, producing a well developed ability to critically.

Bachelor'S Degree, Applied Psychology, 2:1

Understanding what makes people act prepares you for a wide range of careers. Applied scientific methods to measure, understand.