Daniel Nugent

Experience

• 

  Appco Group - professional face-to-face marketing

  Feb 2012 - May 2014

  Managing Partner

  Worked on commission basis only in direct marketing – this role included the acquisition of new customers for a major client in pay television, home security and charity fundraising. I was able to maintain a consistent income and hit sales targets every week. I led a Sales team whilst in my role and coached and developed them to hit their personal targets every week and also to hit the overall team goal every week.My role also involved me setting up a brand new office branch in Cork, managing it independently and establishing new divisions and product changes. I ran every aspect of the office reporting to key stakeholders on results and targets. I conducted and managed the recruitment process through initial and closing inter-views, open day presentations and in house product training. Show less

• 

  Sky

  Jul 2014 - Aug 2017

  In September 2016, I got promoted again to a Specialist Team Leader, pioneering the Part Time Specialist team. In addition to the normal duties of a Team Leader I also was responsible for training and designing the Part Time team specialist duties and supporting the full-time teams to achieve overall business targets and KPI’sKey Responsibilities:- Implementing the new duties to the team in line with Full time teams. - In conjunction with the Full-time teams, training and developing the team in our New Line Provide area, responsible for organising the installation of new BB & Talk lines to customer homes and managing the customer journey over the three-week time period and ensuring the BB orders our complete. - Launching the new messenger service for customer support with our TLC team. This included stress testing how successful the project was and being the first team to trial the new feature before full business launch.- Continuously engaging with key stakeholders, to grow and evolve the Part time area to support the business requirements and needs Show less Managing a team of 15 advisors to maintain all KPI’s across STS, CSAT, NPS and productivity. In my role I coached agents on a weekly basis to optimize performance and to develop them into new roles such as 2IC and specialist advisors. I have been very successful and constantly remain within the top 3 team for sales through service every week and the top three for NPS and CSAT performance as a team. Key responsibilities- Regular coaching and mentoring and a strong focus on building a customer centric culture, ensured everyone on the team could demonstrate a clear understanding of call centre metrics and deliver first time resolutions - Assisting in collaborative tasks and initiatives with peers and providing input as required to any business unit with any initiatives involving or affecting customers or Customer Support team processes.- Assisted in the recruitment of new Customer Service Advisors.- Designed and implement innovative STS competitions focusing on all KPI’s and team strengthening. - Implemented and co-created a credit reduction programme resulting in dramatic reduction of unnecessary credits and correct credit codes used to ensure effective reporting Show less Working on the phone dealing with customers on a daily basis across a wide range of issue’s, including technical support and sales through service. I have also been a 2IC in charge of various KPI projects and supporting teams when TL’s unavailable or on annual leave. Through this role I have consistency hit every target set out for me, - Played a pivotal role in raising of issue’s to Ops control and the resolving of same - Major team player, assist TL in the coaching of STS for other members- Take escalation calls for all colleagues- Built strong relationships with key stakeholders allowing me to be involved in innovative ways o improve STS- Ambassador for all Sky Behaviours and example to fellow colleagues Show less

  • Specialist Team Leader

    Sept 2016 - Aug 2017

  • Customer Service Team Lead

    Mar 2016 - Sept 2016

  • Customer Service Representative

    Jul 2014 - Feb 2016
• 

  Covalen

  Aug 2017 - now

  Accountable for creating and driving the Operational Excellence onsite within Covalen, with accountability for the successful delivery as per the client Statement of Work on behalf of Covalen. Strategic collaboration with partners and all areas of the business to drive performance, productivity, quality, and cost objectives for the site. At the forefront, driving continuous improvement through projects and programs, strategic planning to execution of programs and improvement initiatives, then follow-up on implementation and results.Responsible for full client satisfaction through strategic collaboration with vendor partner managers across multiple lines of business including trust and safety, commercial, product data operations and AI models. Accountable for cross vendor-client collaboration to optimise and improve procedures and processes in a complex fast paced environment.Oversee a team of 18 operational managers, fostering a culture of continuous improvement and strategic collaboration to ensure full operational optimisation in a fast-paced, client facing and complex environment.Key Responsibilities:- Responsible for preparation, execution, and aftercare of Improvement Projects across all areas of the business.- Spearhead initiatives to ensure superior delivery as per client SOW, driving performance, productivity, quality, and cost objectives.- Working closely with the business unit managers to define improvement plans and objectives that align to the corporate strategy – the Operational Excellence Roadmap.- Large scale end to end change management - Deliver proactive and effective communication related to improvement initiatives.- Mobilize commitment for change and enable the continuous sustainment of change initiatives.- Workforce capacity management and strategic resource management - End to end ramp up and ramp down management Show less Accountable for the successful delivery of Policy, Training and Quality as per the client Statement of Work on behalf of Covalen. Managed the policy, training and quality manager and ultimately accountable for the success of each department in delivering excellence to internal and external stakeholders.Collaboration with internal and client partners across all areas of the business to driveperformance, productivity, quality and cost objectives for the site.Key ResponsibilitiesSenior Management- Manage the overall performance and governance of the Statements of Work in conjunction with Senior Management.- Prompt identification and resolution of Service delivery issues including implementation of preventative measures.- Transition management during set up phase or expansion phases.- Flag, escalate and proactively manage business risks/incidents timely to the Client and Senior Management.- Work with support functions to ensure overall delivery of business needs- Install all service delivery processes and service Level reporting mechanisms.- Provide exceptional people management, mentorship and career development to allmembers of the PTQ teams, achieve low attrition levels and high employeeengagement- Develop and build a strong trusted relationship with the Client’s Cross Function Teamsand with Vendor Management team.- Drive PTQ Teams to deliver continuous improvement, productivity targets, and qualitygains and proactively plan for growth or upcoming changes.- Ensure continuity of service and communication across 24 shift model- Develop capacity management plan for teams and overall delivery- Ensure all the PTQ processes and procedures are documented internally Show less Accountable for driving successful delivery performance, quality, and cost objectives for the site as per client Statement of Work on behalf of Covalen.Responsible for day-to-day operations, client management, target delivery, cross-site collaboration with global counterparts, and the overall management and mentoring/coaching of a team of 15 highly skilled team managers in a fast-paced, client facing and complex environment.Key Responsibilities:-Prompt identification and resolution of Service delivery issues including implementation of preventative measures and install all service delivery processes and service Level reporting mechanisms-Establish the Service Provider infrastructure necessary with senior management to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources-Develop and build a strong trusted relationship with the Client on specific regions, projects, and markets and with Vendor Management team-Drive Operations teams to deliver continuous improvement, productivity targets, and quality gains and proactively plan for growth or upcoming changes-Develop capacity management plan for teams and overall delivery to ensure continuity of service and communication across 24 shift model-Develop and mentor Regional Operations Managers to achieve targets and drive projects for the overall success of the 24/7 Operation and ensures continuous improvement and productivity/quality gains are made through employee engagement-Build strategic alliances with internal and external stakeholders to ensure collaborative relationships are created to drive performance, productivity, quality, cost objectives for the site and identify and minimize business risk-Host and attend operational and business review meetings with clients-Provide exceptional people management to achieve low attrition levels and high levels of performance. Show less Head of the Policy department within Covalen along with collaborative management of the PTQ (Policy, Training & Quality) department with the Quality & Training managers. Responsible for the end to end policy management and support for 1,200 CA's and direct management of Policy SME's, Policy Analysts & Policy Leads across EMEA, LATIN, MENA, APAC & Trust & Safety regions.- Driving quality & policy business metrics, ensuring that SLAs, and quality targets are met alongside global policy results reporting- High level client collaboration for successful roll out of policy launches through effective communication, feedback and testing. - Leading a team of Policy leads, SME's & Analysts responsible for design and implementation of high level action plans & providing high level reports & dashboards to onsite management, deep diving into quantitative and qualitative analysis- Adapt and update the vision and strategy of our policy program through new product launches and organizational transformation- Identify ongoing opportunities for policy innovation through analysis of audit results, client collaboration and lead implementation of those improvements with interdepartmental organisation- Responsible to deal with high level conflict management- Reviewing working practices and processes and implementing improvements in order to improve policy comprehension and application, service levels and user experience- Oversee, encourage and support changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements- Provide exceptional people management to achieve low attrition levels and high levels of performance. Working with support functions to identify areas for improvement- Lead regular succession planning by having robust performance /coaching conversations & performance reviews- Strategic planning to launch new projects, drive results and implement processes in fast paced and ever changing environment Show less In August 2017, joined CPL to work in the newly formed evening operation as a senior team lead. Managing a multi-cultural teams of analysts & SME's across MENA, Safety, EMEA & APAC regions to maintain KPI’s whilst reviewing content moderation in line with our social media client companies policies. This role also included managing the team SME's in line with improvements and proactively identifying trends and operational improvements.Key Responsibilities:- Coaching and development of all analysts & SME's across KPI’s and progression- Succession planning- GCW (Government Case Work) & Safety escalation management - Project management, in collaboration with the client on new policy and services launches - Game planning, allocating workload to the content analysts- Flagging and managing changes in capacity due to resourcing (holidays) or volume changes- Ensuring escalation channels have been provided for all queues and content types & flagging to the social media client CO management any gaps in the escalation process- Payroll management with hours approval and rostering - Point of contact for all HR/People related issues for CPL team- Leading and developing of Reps, SME’s and Team Leads across multiple regions- Approving and managing holiday requests- Managing all on boarding paperwork for access/permissions/provisioning etc.- Organising vendor orientation training- Contributing and shaping company goals, while implementing strategic initiatives to drive efficiency within our content moderation operations- Establishing cross department relationships through meetings and communication to drive impactful initiatives towards achieving goals- Strong knowledge of all internal operation aspects such as tools, workforce capacity management, project management and compliancy or policy requirements- Collaboration with other Team Leads, Regional Managers, Operation Managers to drive success and meet team goals Show less

  • Service Delivery Manager

    Dec 2022 - now

  • Policy, Training & Quality Manager

    Dec 2021 - Dec 2022

  • Operations Delivery Manager

    Dec 2020 - Dec 2021

  • Policy Operations Manager

    Dec 2019 - Dec 2020

  • Community Operations Team Lead - Covalen

    Aug 2017 - Dec 2019