David Steenson

Experience

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  BT

  Sept 1997 - Jan 1999

  Team leader
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  BBC

  Feb 1999 - Jan 2001

  Information advisor and duty log editor
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  Falcon Holidays and Thomson

  Jan 2001 - Jul 2004

  Administration Manager
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  Gem

  Jul 2004 - Mar 2007

  Team Manager

  ▪ Managed teams of up to 40 Contact Centre agents for various contracts (iBuy Television and Expedia).▪ Project management of iBuy Television contract from initial set up.▪ Ensuring delivery of SLAs, achieved 92% of calls answered within 30 seconds consistently over 2 years.▪ Responsible for training, mentoring and recruitment.▪ Presenting quarterly business reviews to clients, forecasting call volumes and agreeing billable hours.▪ Regular conference calls and meetings with clients and senior management.▪ Achieved team absence level of under 2.5% against call centre average of 4%.▪ Consistently motivated my teams by effective appraisals and incentives. Show less

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  Circle Creative Communications

  Mar 2007 - Feb 2008

  Business Development Executive

  ▪ Acquisition of clients from the public and private sectors for graphic design agency.▪ Consistent sales performance resulting in £150,000 of new business.▪ Managed end to end service delivery from initial meetings/presentations to delivery of jobs and invoicing.▪ Management of customer data via CRM database.▪ Leading production meetings on a weekly basis ensuring that all projects are completed on time and within budget.▪ Leading sales meetings to calculate financial projections and identify sales opportunities.▪ Completion of tender responses. Show less

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  Echo Managed Services

  Feb 2008 - Nov 2011

  ▪ Data Analysis and reporting for Northern Ireland Water.▪ Liaising with senior management in progress meetings.▪ Using SQL, Excel and CORVU to produce complex data reports to resolve data integrity issues.▪ Dealing with complex data and billing queries using SQL, Excel and Corvu.▪ Ensuring Business Administration tasks such as bill file preparation are completed daily.▪ Project management of high level data cleansing tasks including VAT projects and Land and Property Services reconciliation.▪ Metering and billing reconciliation tasks and reports.▪ Liaising with NIW account services staff to ensure data compliance and to answer complex data/billing and metering issues.▪ Creating procedural documents for data / billing and metering duties. Show less ▪ Managing a team of 15 Call Centre agents to each deal effectively with 40+ customer service calls daily which resulted from a mail-shot to non-domestic Northern Ireland Water customers in excess of 110,000.▪ Producing reports and liaising with senior management in progress meetings.▪ Handling escalated complaints from callers.▪ Ensuring that the Contact Centre team adheres to quality, attendance and time-keeping standards.▪ Regular updating of information documents, lines to take and training material to be used in a dynamic and fast moving environment.▪ 100% SLA achieved over an 8 week period.▪ Day to day resource management to response to contact volumes.▪ Ensured accuracy in the real-time updating of a CRM database by the team.▪ Maintained quality in the work that the team did on a back office system for Northern Ireland water. Show less

  • Data/ Billing Specialist

    Jul 2008 - Nov 2011

  • Campaign Manager

    Feb 2008 - Jul 2008
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  Sierra Support Services Group

  Jan 2011 - Jun 2015

  Customer Service Manager

  ▪ High level reporting for senior management team on all aspects of the business. I have developed a strategic reporting suite which has enabled the continuous improvement of performance of all operational and health and safety KPI’s.▪ Managing CS team performance - maximizing their productivity by coaching and mentoring. 100% on target on all Service Level Agreement targets over 4 years.▪ Resource and performance management of CS team and mobile SKY TV Service Engineers resulting in a higher efficiency of operation in the office and in the field.▪ Invoicing and financial reporting for senior management team with an increase in efficiency and accuracy.▪ Handling Escalated complaints from customers and ensuring complaints are resolved in a timely and effective manner. A high level of customer service has been delivered through quality actions and proven with a consistent NPS (Net Promoter Score) of over 75%.▪ Chairing operational meetings, handling disciplinary matters and holding regular performance related reviews with customer service team members. Show less

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  WARMFLOW ENGINEERING CO.LIMITED

  Nov 2015 - Dec 2016

  Customer Care Co-Ordinator
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  Continu Ltd

  Jan 2017 - Dec 2017

  Service Coordinator
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  Generation Women

  Dec 2017 - now

  Director - Social media and operations manager

  Part Time General Manager - Digital Marketing