Dylan James Email & Phone Number

Toronto, Ontario, Canada

Luxembourg

EU CS Solutions is a strategic partner & key enabler within Amazon's EU Customer Service and beyond to raise the customer experience bar based on observed customer trends and behaviors.

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Slough, United Kingdom

Responsible for the day to day operational running of Amazon's Pickup Locations within the UK.

Slough, United Kingdom

In this role I was responsible for defining and implementing a project plan that raises the bar on the delivery experience to Amazon pickup points within the UK.

Edinburgh, United Kingdom

Liaison between Customer Service and Transportation teams, responsible for:o Forecasting the impacts of changes in the transportation network to allow CS to effectively adjust resource to accommodate ebbs and flows of transportation related contactso Consulting on all transportation initiatives to ensure all customer pain points were identified and resolved prior to launch.o Owned the recovery processes for all transportation related customer impacting issues.o Decreased contacts in to CS by proactively using information from carriers to inform customers of delays o Created, published and communicated a road map for projects that touched the transportation space to drive awareness of projects across all teams

Cheshire

•Take full ownership of the day to day recovery of 3.5 – 4 million parcels per year within the Argos One Man Home delivery Operation. •Represent customer services within the operation building and maintaining trusting relationships.•Analyse data to identify issues then work with IT to isolate affected customer orders recommending the appropriate solution.•Strong decision making skills using listening, negotiation and persuasion to make informed and correct decisions.•Create and facilitate all communications to the contact centres, support departments, third party service providers and the customer.•Use resources such as Call listening to understand customer reactions and to ensure process adherence from contact centres.•Attend development meetings to understand and challenge any detrimental changes to the current customer journey/experience.

Cheshire

•Investigated and responded to continuous improvement requests from the business, contact centres, Quality and Training Teams.•Acted as the Lead User for customer services in any project assigned, identifying what impact the project will have to current process and creating a solution.•Used creative and proactive thinking when presented with process/initiatives issues.•Maintained working knowledge of the system functionality and defects.•Demonstrated confidence to challenge the status quo and use persuasion skills to put forward own ideas and suggestions.•Identified key stakeholders and built working relationships to aid the implementation of change.•Strong communication skills, understood how to use the correct method of communication to achieve desired end result.•Maintained relationships with third party service providers.

Cheshire

Working in Argos customer service centres.