Dave Allen Email & Phone Number

I support the Development Lead by taking ownership of business changes and continuous improvement activities, guiding Customer Care to successfully transition and adopt new ways of working. I also help support and develop the contact centre strategy and I matrix manage Customer Care Development Supports.

Bracknell South, Berkshire, United Kingdom

I've successfully developed the provision of all support knowledge, tools and processes for external and internal customers to maximise the use of knowledge year on year. Combined and removed outdated support knowledge when two support teams merged, reducing knowledge content by 33% and maintained service level scores. Systems experience in Salesforce.

United Kingdom

Successfully managed, developed, and reviewed the internal branch support procedures for the shop operation support team. Also the communication of change and branch impact activity to the team. Managed the Business Continuity plans and procedures for the Retail directorate. Carried out the first proactive review of all existing support documentation.

Provided 2nd line technical support and solutions management for all system related problems reported via 1st line teams. Coached and trained 1st line teams to be more self-efficient and develop Partner skills. Ensured the ability to trade is constantly maintained at all branches. Supported system upgrades, developments, trials of new systems and manage.

Managed and coached the 1st line support team for Waitrose branches, covering all trading queries from branch systems issues to product ordering problems in the absence of the manager. Resolving problems in an efficient and effective way, improving 1st call resolution.

United Kingdom

In store section manager, covering Checkouts, Grocery and Warehouse. Managed a team of Partners and stock effectively. A great introduction to Waitrose in-store operations and gave me the knowledge to transfer successfully to a head office role, which was my goal.

United Kingdom

Deputy Manager of a 20,000 Sq foot electrical superstore. managing staffing levels, stock, training, cash movement and to deputize for the manager in their absence.

London, United Kingdom

Travel around the London and Greater London area, to cover the Branch Manager. To ensure smooth branch operation, great customer service and targets are met. The role challenged you to be organised and manage yourself. Also to be confident in the skills to be able to manage staff that you may or may not have known, and keep updated on the different.