David Michael Gould548 Duffield Road

DerbyDerbyshireDE22 2ER

07842324328 (personal – after 4.30pm)07780490574 (work – anytime)goulddavid693@btinternet.com

I am a highly motivated and organised professional with a proven track record of managing and leading teams within a Customer Service environment. An effective communicator at all levels I am able to handle difficult conversations without compromising professionalism or policies. I am well versed in change management, telephony solutions, quality management, quality assurance and adherence. I have a strong skill set and experience in a customer service management environment.

Alliance Healthcare – New Contact Centre Project Lead (June 2014 to October 2014) Setting up a new contact centre at a new Greenfield Site

o Recruiting 40+ advisorso Creating a robust training and induction plano Supporting other departments to ensure a smooth cut overo Training all new advisors within both departmentso Managing both departments on an interim basis (Specials and Patient Services) o Migrating work from one site to another

Deputise for the Head of Customer and Patient Experience when they are offsite, approx. 4 days per week.

Maintaining the continuation of training and inducting all new starters into the business Liaising with our Commercial Account Management Team to ensure that all external customer

experience is maintained

Alliance Healthcare – Specials Customer Service & Patient Services – Manager (June 2013 to Present) Direct line management responsibility for 15-25 people. Proactive in developing and motivating

a team of Customer Service Advisors handling approx. 2500 calls per day. Driving advisor performance by holding monthly 1 to 1 sessions, identifying individual training

needs and in turn creating a bespoke personal development plan with employee input as well as annual mid and end of year appraisals.

Maintaining regular communication with staff in the form of weekly catch up buzz sessions whilst also carrying out monthly team meetings.

Ensuring departmental and business KPI’s are achieved and taking appropriate individual development action where KPI’s

Managing adherence to company policies, including: return to work interviews, Case Management Referrals, Absence Management, Performance Management and Disciplinaries.

Responsible for succession planning within my area of control. Designed an innovative and effective recruitment process including the introduction of

assessment centers. Identifying talent and recruiting into the business. Creating and leading a 4 week induction program for new team members. Setting SMART objectives and KPIs for the team to adhere too. Handling customer escalations and delivering first-class customer service by investigating

complaints and issues to meet a resolution that is both acceptable for the customer and also the business. Taking learning’s from situations to proactively prevent the reoccurrence.

Maintaining a robust motivation plan for the department including active participation on the Engagement Committee and incorporating Charity and Fun Days within the department

EMC Europe – Quality and Performance Manager (October 2012 to June 2013) Developing robust and achievable KPIs for the telesales team. Carrying out regular call audits to check advisors maintained complaint to industry regulations. Developing a new talent management structure. Developing and introducing personal development plans for existing team members identifying

product, knowledge and process gaps enabling the implementation of individual coaching plans resulting in a 35% performance improvement.

Design of a new induction plan for new members of staff that was both educational and interactive, resulting in a 100% improvement in the performance of new team members.

Developing and introducing performance improvement plans. Creating a performance management process that both suited business need and also

employee well-being. Management an implementation of a new telephony system. Management of the ISO:9001 accreditation.

Molson Coors Brewery – Customer Technical Services – Team Manager (October 2010 to September 2012) Direct Line Manager responsibility for leading, developing and motivating a team of Technical

Service Desk Agents handling approx. 7000 calls per month across the department. Holding monthly individual one to ones, team meetings and ad-hoc training sessions.

An integral member of the CTS Technical Service Desk Management Team. Managing adherence to company policies, including: return to work interviews, BUPA Case

Management Referrals, Absence Management and Disciplinaries. Responsible for setting targets within my span of control to ensure departmental KPIs are

achieved. Responsible for succession planning within my area and the recruitment of high caliber

individuals. Identifying and managing Performance Management issues with individuals within my span of

control. Dealing with and resolving complaint escalations arising from internal and external customers. Regular call quality and call audit session’s with direct reports and also the wider team. Introducing a robust call record feature within our existing telephony solutions. Effectively dealing with and managing people through Change Management.

Development and implementation of new regional telephony

Key Skills Performance Management Customer Service Team Management CISCO UCX Quality Management Service Delivery Telephony Call Centre Development Service Level Management HR Policies Coaching Learning and Development Change Management Target Implementation Project Management

Education and Training Situational Leadership People Development Training Leadership Essentials Appraisal Management HR Policies Crash Course Disciplinary and Grievance Course Performance Management Course Effective PDP Creation Insights GSCE’s - Math’s, English Language, English Literature, Science (Dual Award), IT, German,

Performing Arts, Health and Social Care, Food Technology.

InterestsI am a naturally sociable person, I enjoy spending time with my friends and family. I like watching films and visiting the cinema to catch new releases. I have a passion for the performing arts and I try to see as many shows as I can. I like the outdoors and try and walk as much as possible.

ReferencesAvailable on request.