David Hobson Email & Phone Number

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Collaborated on creating an over-arching business customer contact strategy and delivered key components by analysing and creating business cases for targeted investment in intelligent telephony routing technology. • Managed complex relationships with key internal and third party contractors, improving quality and timescales for resolution. Liaised with cross functional teams seeking to improve operations.• Converted business requirements into User Stories that the business and 3rd parties worked from, ensuring capture and delivery of all aspects of change.• Identified and built a solution to provide comprehensive customer journey reporting through the IVR. Utilised data and provided recommendations for improvements and fixes to the existing telephony platform routing.• Led the Energy business, Voice Transformation that replaced existing phone systems including Aspect, Avaya, Lyrical with CISCO and replaced Agent Workbench CTI toolbar with a bespoke UCIT, helping to deliver CISCO benefits and reduce downtime.• Designed and delivered an ‘end of day’ experience for customers already in queue when calltypes closed and developed a report that identified impacted customer phone numbers.• Produced the first ‘nested’ business rules for Smart energy customers, reducing transfers by 25% and delivering against their business model.• Designed an ‘intervention’ step into the IVR that allowed customers to transition to other channels (Web chat / Online) via an SMS link sent to their mobiles.• Improved speed of answer in the prepayment department by 60% by streamlining their queue tiers and priorities in the telephony platform.

Leeds, United Kingdom

Created Online Digital Department Resource team. Balanced cross channel performance including Voice, Email and Webchat by creating new reports, Training and delivery, Process mapping and creation with key stakeholders, Governance of key systems. Worked with contact centre staff both on and offshore.• Assembled a new Resource team, ensured delivery of KPIs for a new Digital business unit responsible for email and telephony technical queries. Implemented changes in operating that led to 90% of emails being resolved within 24 hour turnaround.• Formulated a process to migrate the role profiles of 5k front office staff from Siebel to SAP without any loss of functional access to systems by mapping old to new via a range of resource tools.

Leeds, United Kingdom

Developed processes for each complex query type including timescales with both internal and 3rd party stakeholders. Balanced conflicting departmental demands ensuring staff were confident, empowered and productive whilst maintaining rigorously managed operating plans.• Created from concept, a Front Line Support department to account handle complex enquiries. Resolution times halved by having dedicated staff, processes and 3rd party engagement.• Developed an automation idea from concept through to implementation and influenced key stakeholders, resulted in winning the Chief Executives award in Monte Carlo.

Phd, Chemistry

Thesis entitled "Numerical models of gasless pyrotechnic reactions" "The autoignition of hydrocarbon gases and vapours" published.

Bachelor Of Science (Bsc), Chemistry, 2:2

Education record

Education record