Danni Leadbetter

Experience

• 

  Orbit Group

  Feb 2014 - now

  Key duties:Daily optimisation of external customer chatbot to create and build content and improve recognition rate for questions received.Creating, developing and implementing content for internal employee chatbot to build a learning and development tool for all staff across all areas of the business.Promotion of digital learning platform, Barclays Digital Wings.Created and deliver a presentation and interactive session fortnightly to promote the company's online customer portal and digital platforms to new staff.Updating key messages on the online customer portal to reflect system downtime and updates.Carry out system testing for platforms Management Information Systems ahead of changes being made live to diagnose any problems.Key achievements:Improved external customer chatbot recognition rate by 13.3% in 4 months of daily optimisation and improvement, with a 7% increase after the first month. This has now hit the chatbot providers benchmark for the first time since the chatbot was implemented.Improved external customer chatbot percentage of questions answered by 12.03% in 3 months of daily optimisation and improvement.Currently an SME for: Chatbot, SMS platform, our Customer self serve portal and Chat GPT.Additional opportunities:Due to my extensive knowledge of the company and internal processes, I was seconded for 4 month to support with the effective handover of the training programme for new Customer Service Centre employees whilst recruitment took place for a new trainer. Through this I assisted with several groups of new starters and delivered training independently to a wide group. I created 7 handbooks for the new starters and redesigned all training material to follow the corporate theme and tone of voice principles. This helped with ease of navigation through training material and a better learning experience for staff. I have used people management skills and networked across all areas of the business to coordinate and reshape training. Show less

  • Digital Content Officer

    Jul 2022 - now

  • Rents Compliance Officer

    Jul 2018 - Jul 2022

  • Credit Controller

    Jan 2017 - Jul 2018

  • Income Assistant & Apprentice Supervisor

    Feb 2014 - Jan 2017