Darren Bird Email & Phone Number

Ellesmere Port, England, United Kingdom

• Support the development of strategic relationships with our outsourced Partner, in conjunction with senior VMO2 stakeholders and wider team. Responsible for delivering sales and value targets and supporting the effective and efficient management of our function.• Accountable as a single point of contact/SME for the business into our outsourced partners, providing feedback to VMO2, aiding in capability and operational planning and direction.• Drive continual service improvements in… Show more • Support the development of strategic relationships with our outsourced Partner, in conjunction with senior VMO2 stakeholders and wider team. Responsible for delivering sales and value targets and supporting the effective and efficient management of our function.• Accountable as a single point of contact/SME for the business into our outsourced partners, providing feedback to VMO2, aiding in capability and operational planning and direction.• Drive continual service improvements in partnership with VMO2’s Partner by owning the initiatives and implementing the improvements. Work in conjunction with internal teams and the partner to ensure good quality for our customers.• Proven track record in technical knowledge, supporting the continued development of the contract by negotiating, shaping, and delivering, with support from the stakeholder community.• Conduct day-to-day monitoring of partners operational KPI s, ensuring delivery to pre-determined standards and agreements with clear milestone planning to deliver service excellence.• Utilise sales and operational experience in listening to partner sales calls and ensuring that they are effective, complaint and meet our requirements, setting the key standards of call quality. • Using sales knowledge to ensure our partners are maximising sales opportunities as well as driving transaction values in line with our targets.• Stakeholder management in defining and communicating the technical requirements and monitoring partner contractual obligations regarding operations.• Ensure that contract changes are owned, assessed, and executed to support a service management approach to the contractual relationship. Show less

• Support technical teams to develop customer facing app with multiple self-service processes.• Support in reducing customer contacts by unlocking customer self service capability. • Deliver a in app asynchronous messaging service to reduced voice contacts. • Support outsource partner to transform live chat agents to asynchronous messaging agents.• Support integration of new chat platform

Preston Brook, England, United Kingdom

• To lead, motivate and develop 10 team managers to achieve sales targets, and business objections. • To build and maintain a culture which energises and inspires the entire operational area.• To lead by example demonstrating high standards of leadership skills. • Support all Team Managers with HR Matters• Responsible for Sales performance and commercial metrics • Responsible for the delivery of numerous critical projects• Responsible to all call centre centric measures… Show more • To lead, motivate and develop 10 team managers to achieve sales targets, and business objections. • To build and maintain a culture which energises and inspires the entire operational area.• To lead by example demonstrating high standards of leadership skills. • Support all Team Managers with HR Matters• Responsible for Sales performance and commercial metrics • Responsible for the delivery of numerous critical projects• Responsible to all call centre centric measures • Responsible for Governance around all auditable process inclusive of DPA, HR and OFCOM• In depth knowledge of all customers facing and back-office functions and output Show less

Preston Brook, United Kingdom

• To lead a team exploring new ways of working and new technology • Identify possible improvements by challenging processes and technology partners.• Troubleshooting and resolving any upgrade/ retention / operational challenges • Share results and observations with senior O2 stakeholders.

Preston Brook, United Kingdom

• To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviours • To build and maintain a culture which energises and inspires the team.• To lead by example demonstrating high… Show more • To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviours • To build and maintain a culture which energises and inspires the team.• To lead by example demonstrating high standards of leadership skills. • Support CSM to deliver business objections• Providing regular CSM Cover for all aspects of the role during CSM’s absence. • Consistent achievement of reach targets & sales / commission targets• Lead role for developing / delivering training solutions for the department Show less

New Delhi / Mumbai India

• Developed & delivered a bespoke training solution, Improving the customer experience by the induction of upgrade fulfilment to webchat.• Delivered TTT sessions in both Mumbai and Delhi to FIS and FS L&D teams to ensure they are at the required O2 standards to deliver future courses.• Delivery department start up project end to end, Agreeing success criteria and benchmark criteria.• Driving offshore partners delivery against service levels, customer satisfaction & KPI’s… Show more • Developed & delivered a bespoke training solution, Improving the customer experience by the induction of upgrade fulfilment to webchat.• Delivered TTT sessions in both Mumbai and Delhi to FIS and FS L&D teams to ensure they are at the required O2 standards to deliver future courses.• Delivery department start up project end to end, Agreeing success criteria and benchmark criteria.• Driving offshore partners delivery against service levels, customer satisfaction & KPI’s • Operational support to agents, team managers, op’s managers & senior op’s managers with in FIS & FS with any requirements relating to o2 or Upgrades and Retentions• Delivering quality assurance through Liveperson reporting and real-time monitoring• Troubleshooting and resolving any upgrade/ retention / operational challenges • Working with partners and MI teams to ensure all reporting needs are in place. • Role modelling the o2 Values to promote the o2 culture in order to strengthen relationships• Managing all aspects of upgrade and retention performance with in offshore partners • Supporting the UK Based account managers with adhoc requests and day to day support. Show less

Preston Brook, United Kingdom

• To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviours • To build and maintain a culture which energises and inspires the team.• To lead by example demonstrating high… Show more • To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviours • To build and maintain a culture which energises and inspires the team.• To lead by example demonstrating high standards of leadership skills. • Support CSM to deliver business objections• Providing regular CSM Cover for all aspects of the role during CSM’s absence. • Seconded CSM – January 2010 till May 2010 & June 2011 till September 2011 • Consistent achievement of reach targets & sales / commission targets• Lead role for developing / delivering training solutions for the department • CAP champion for the retention center Show less

Preston Brook, United Kingdom

• To lead manager & motivate our new starters to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing practices • To build and maintain a culture which energises and inspires new starters • To lead by example demonstrating… Show more • To lead manager & motivate our new starters to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing practices • To build and maintain a culture which energises and inspires new starters • To lead by example demonstrating high standards of leadership skills• To work with our L&D team to support any advisors in the class room• Manage and develop a team of floor walkers• To allocate advisors to teams once successfully graduating Show less

Glasgow, United Kingdom

• Manage and develop the team in a caring and supportive way using guidance and constructive feedback.• Lead and inspire the team by demonstrating a positive and proactive attitude.• Empower staff to take ownership and responsibility for their actions.• Deal with complex customer complaints and ensure that a suitable resolution is reached.• Ensure the team is kept up to date with current information to assist them in their daily role.• Review team’s performance through… Show more • Manage and develop the team in a caring and supportive way using guidance and constructive feedback.• Lead and inspire the team by demonstrating a positive and proactive attitude.• Empower staff to take ownership and responsibility for their actions.• Deal with complex customer complaints and ensure that a suitable resolution is reached.• Ensure the team is kept up to date with current information to assist them in their daily role.• Review team’s performance through regular coaching sessions (side-by-side evaluation, monitoring, one to ones and team meetings). • Ensure the department measures are achieved by giving daily feedback on each individual’s performance. • Actively participate in team managers’ meetings, sharing any concerns with colleagues and escalating these if necessary Show less

Preston Brook, United Kingdom

• To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviors • To build and maintain a culture which energies and inspires the team.• To lead by example demonstrating high… Show more • To lead, motivate and develop a team to achieve sales targets, and business objections • To manage performance and improve right first time through coaching • To proactively identify skill gaps offer appropriate support• Clear communication of vital information to the team • To proactively identify possible improvements by challenging existing behaviors • To build and maintain a culture which energies and inspires the team.• To lead by example demonstrating high standards of leadership skills. • Support CSM to deliver business objections Show less

Preston Brook, United Kingdom

Preston Brook, United Kingdom

Ellesmere Port, United Kingdom