Danni Eccles

Experience

• 

  O2 (Telefónica UK)

  Jun 2006 - Sept 2007

  Customer Service Representative

  Inbound customer service representative.

• 

  Three UK

  Sept 2007 - now

  Creating customer support content for all multichannel platforms, including website, Contact Centre, App, video scripts and any other relevant platforms.Applying project management principles and leading meetings, gathering requirements, and challenging a diverse group of stakeholders, with the goal of ensuring our content provides the best possible customer experience.Applying a combination of data analysis, user research and content audits to make content decisions and drive continuous improvements in their knowledge base.Working within virtual teams adhering to Agile principles, and creating cross-functional content that improves the customer experienceDeputising and supporting the Senior Support Content Manager in helping to define and achieve the onward approach of their content team. Show less Manage, lead and inspire a team of Social Media advisors.Quality control of conversations in Social Media.Increase the visibility, influence and interaction through online social networks.Monitor trends and applications in social media tools, providing insights to stakeholders.Manage social media campaigns and day to day activities.Monitor and measure the impact of social media campaigns.Monitor quality and coach to improve performance.Conduct regular reviews with the team ensuring performance and development plans are documented.Collaborate effectively with colleagues at all levels to meet company goals.Highlight process and system gaps that detract from the customer experience whilst making suggestions and recommendations on how to improve Show less Managing a team of advisors responding to business customer care enquiries via a variety of media - phone, e-mail, post and fax.Corporate care and complaint management for large internationally recognised companies.Develop account management capabilities within the team with a view to maximizing revenue and margin through additional products and services from existing business customers.Work closely with the advisors and provide coaching as necessary to develop their skills and performance.Ensure continuous improvement of team performance by highlighting process, system and procedure failures, which either drive in call volumes or detract from the customer experience whilst making suggestions and recommendations on how to address such issuesEnsure OFCOM regulations are being met in complaint management.Involved with interviewing and selecting new employees for the department.Promoting cross functional working with different business areas Show less Reporting to the Fraud Operations Manager within the Fraud Risk function. Ability to identify and prevent fraud. Manage, develop and coach a team of fraud analysts to reduce fraud churn and manage the fraud provisions set out in the company plan.Work closely with credit reference agencies (Experian and Equifax) and CIFAS for end to end accountability for fraud detection and prevention, including pre and post sales.In depth analysis to identify fraud trends and implement preventative processes to capture fraudulent activity at the earliest opportunity. Show less Reporting to the Lead Fraud Analyst within the Fraud Operations team. Main responsibilies to indentify and prevent fraudulent activity on the network and take immidiate action to ensure revenue loss is as minimal as possible.Work closely with credit reference agencies (Experian and Equifax) and CIFAS for end to end accountability for fraud detection and prevention, including pre and post sales.In depth analysis to identify fraud trends and implement preventative processes to capture fraudulent activity at the earliest opportunity. Show less

  • Digital content and journey senior manager

    Jun 2022 - now

  • Digital Journey Senior Manager

    Dec 2020 - Aug 2022

  • Content Operations Consultant

    Sept 2019 - Dec 2020

  • Digital Content Writer

    Aug 2017 - Sept 2019

  • Social Media Team Manager

    Dec 2013 - Aug 2017

  • Business and Corporate Care Team Manager.

    Sept 2010 - Dec 2013

  • Lead Fraud Analyst

    Jan 2009 - Sept 2010

  • Fraud Analyst

    Sept 2007 - Jan 2009