Michael Dolan Email & Phone Number

Glasgow, Gb

Leeds, England, United Kingdom

United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Malta

A strategic role for the business, working with key stakeholders to develop and implement operational transformation plans across the business. Mapped and defined key SOP’s to identify and maximise efficiency, customer experience and ROI. Upskilled the operational leaders in all core competence areas to lead, inspire, and drive employee’s performance and engagement. Initiated negotiations with a specialist external partner to map the customer journey and moments of truth, to align service and delivery process’s accordingly

Edinburgh

Fixed term contract supporting the operational efficiency of a dynamic and expanding customer support team in Edinburgh

Amsterdam Area, Netherlands

Key Responsibilities • Assure service excellence by actively participating in the design, implementation and monitoring of all service and quality units at a local level, as facilitator for all Leaseplan global entities• Actively participate and advise in the design and implementation of the service and quality units• Monitor transformation plan progress regularly, detect risks and propose mitigating solutions• Support in the definition of the global service quality strategy and lead the selection and deployment of all Omni Channel tools in the Service Quality portfolio – Telco, CTI, Social Media, chat, CRM, ERP etc.

Sofia

As the Director of Bulgarian Operations, I was accountable for the successful delivery of all operational units, including customer service, technical support, IT infrastructure, payments, fraud prevention, compliance, BCP, affiliates support, facility management, administration, HR and finance.Through utilising my experience and unique skillset, I have expeditiously identified and implemented a number of key strategic changes, resulting in increased efficiency, utilisation improvement and addition of new markets across all contact channels.Furthermore, I have achieved an increase in quality and established a project to increase NPS in 18 months.To ensure the success and efficiency of this operation, I have created and implemented a culture of continuous improvement and service excellence/customer obsession.

Central And Eastern Europe

As the Managing Director and owner of this company, I provided comprehensive consulting services to companies regarding contact centre set up and establishment, customer support strategies, sales operations and retail support.Key deliverables included• Successfully executing proof-of-concept for Ukraine-based start-up BPO, intending to operate a multi-site model• Consulting with online travel brand to establish Czech-based contact centre to support EMEA operations• Transforming failing BPO sales project, delivering significant growth and introducing 2 new product offerings

Prague, The Capital, Czech Republic

In this role, I was responsible for centralising customer support, order management and supply chain functions, replacing regional office with single location, resulting in significant cost savings.I achieved the following deliverables • Completed centralisation of EMEA customer support 16 months ahead of schedule and significantly below budget• Successfully increased CSAT, enhancing quality, customer engagement and revenue • Achieved a significant reduction in overall orders to delivery supply chain cycle• Significantly improved process efficiency through deploying an innovative multi-channel customer contact platform to support new ERP deployment

As the Site Director, I was accountable for managing all operations, from multiple locations, to deliver: multilingual sales, channel management, retail support, customer service and logistics solutions to Microsoft, HP and Apple for central and eastern European bases.Key achievements from this role include• Enhanced site from 35 FTE to over 200 FTE, with scalability to 400 FTE, through including an additional 5 projects• Successfully increased revenue, during global financial crisis, consistently delivering above target profitability and reducing operating costs year-on-year

Initially retained to provide consultancy services to assist with client management and the implementation and growth of a BPO project for a major UK Telco’ company. Key focus was ensuring the projects success and establishing the business as supplier of choice for their client. I was then retained as Head of Operations from 2006 until 2008 with full responsibility for all customers and projects supported from the Prague site.

Sunderland, United Kingdom

I was accountable for providing a comprehensive range of services, including warehousing, mail marketing logistics, fulfilment of solutions and contact centre services and managed contact centre department, of approximately 350 FTE, scalable to 750 FTE.In this role, I achieved the following• Implementing large financial services project, with 130 FTE, for Post Office Financial Services and Bank of Ireland, collaborating with FSA/compliance to successfully deliver 2 external audits• Managing expansion of BPO multi-client and multi-channel sales and customer service operation from 65 FTE to over 350 FTE, consisting of 15 projects delivering sales, customer service and order management• Successfully increasing annual revenue for major UK online retail company

Sunderland, United Kingdom

Glasgow & Newcastle

preparation and delivery of all sales and customer service training relating to the launch of BT's latest (at the time) contact centre in Newcastle upon Tyne. Part of the core senior training team coordinating the recruitment and training of 750 new staff members across all operational functions and levels