Robert Quinn Email & Phone Number

Resource schedulingCritical case managementEscalation quality

Dell Training Tool Global Administrator providing training and support to end users. Testing lead for all bugs and changes. Liaise with virtual team across EMEA Admins to manage day-to-day queries and escalations. Rolled out DTT to EMEA with verified BE saving of $136,456, achieving Yellow Belt.E-Learning ph3 - Developing the reporting aspect of this project to demonstrate outputs of using e-Learning, in line with existing DTT reporting. On-going.EMEA Certifications Project - enabling input and output of certification data from DTT in order that EMEA TS has an accurate picture of its technical ability. On-going.Drove EMEA-wide BPI activity. Hosted bi-weekly call with virtual team of BE champions, mentored projects, provided regular status report to senior managers, attended all relevant calls/meetings/workshops and related BE activities. Certified BE Mentor.Created virtual team of DTT Administrators to resolve local issues and share best practice regularly. Maintained distribution lists, SharePoint BE page up to date, provided visibility on training classes and drove attendees to deliver.SPOC for 3rd party vendor on any issues, updates and UAT for ATLAS. As SME, provided support to all local Super Users in EMEA.

Responsible for accuracy and reporting relating to LD4S program data. Results to be measured against a benchmark taken before program commencement, aligned with business needs. Supplied charts and data for SMT as requested and on time, to demonstrate ROI.ATLAS Super User / SME for UKI - responsible for feedback to System Lead on bugs, improvements and tech-sheets. Responsible for local users knowing how to use the tool and advising all of updates.Using existing ETT, BRIO and E-survey reports to analyse trends in agents being coached and trained in vitality, NPI and new hire. Responsible for ensuring the LD4S team had accurate data to support roles. Identified gaps in respect of VoC, RDR and other metrics.

BPI project to improve First Time Resolution. Green Belt achieved saving of $128k. Member of EMEA Coaching Team driving standardisation of best coaching practice across all regions. Delivered revised scorecard, Glasgow coaching setup, on-boarding of 3 new coaches.Ran a pilot program to establish current ability and where coaching could be utilised. Focus was call handling. 67% of agents coached improved over the pilot period (7 weeks) with no other influence and coaching program was extended to all of Server.Developed the Call Coach Logs Report to give visibility of email capture and logging patterns. Identified gaps in the information recording process. Created template for calls to be used by technicians when dealing with customers. Compiled scripts/guidelines for call opening & close, e-survey, ECAM (explanation and understanding method), contacting a dispatcher and referring callers to chargeable SW support.

Reporting to TL and responsible for all team metrics, customer escalations, reporting to Management on progress, ensuring quality was being delivered to the customer.Daily Pulse (instigated in FY01Q2) reporting on team performance and commit. Necessary to have Last Working Day queue performance, highlight issues and propose immediate and/or process solutions where appropriate.Recognition award for taking responsibility of new hires and second team of agents, Q3. PoC & Escalation for two teams as well as any new-hire to HSB support. Ensured they were up-to-date with policy, process and best practice. BPI team member on Repeat Call Reduction HSB/UK/Ireland, saving $87k, project ID 765. Received a recognition award for aligning HSB ATL's to drive goal, Q4

County Dublin, Ireland

Level 2 Support providing Level 1 agents with technical solutions to queries and ensuring customer satisfaction. Compiled and delivered daily metrics on ACD calls, TOL, RR% and time scheduling. HSB 3 team of the Quarter in Q3 as result of taking daily data to each agent on team and ensuring they have understanding of the business requirements.Recognition award for work in the team, CEDPS training to new hires and coaching.Visit to Celestica (Notebook repair partner) with report and presentation to Notebook teams on return

Training clients in the use of DSR hardware and the sales tracking software on it. Also had ownership for all technical support queries from customers / end-users.

Diploma (Level 8), Business Innovation & Digital Transformation, 1St

Social Capital Capability: Enhancing Relational Competence & Embracing Enterprise-Level Change & Innovation Technological Literacy.

Bachelor Of Business Studies (Hons), Business, Management, Marketing, And Related Support Services, 1St-Class Honours

Level 8 Student of the Year 2012.

Systems Analysis; Programming

Electrical & Electronic Draughting