Hi, I’m
Dave D'Arcy
Leighton Buzzard,Buckinghamshire
Summary
Driven business leader offers strong operational oversight and team management capabilities. Addresses escalated concerns with diplomacy and commitment to swift and long-lasting solutions. Proactive communicator with exceptional collaboration skills.
Twice recently award Global Best Director / Leader by wwwcontactcenterworld.com
Overview
28
years of professional experience
Work history
RingCentralLondon, Paris, Sofia
Senior Director Customer Care EMEA
2021.06 - 2023.05 (1 education.year_Label & 11 education.months_Label)
Job overview
- Successfully expanded the EMEA Customer Care footprint with launch or a multi lingual tech support centre. ramping to fully operational readiness in less than 3 months
- Lead cultural change to deliver global best employee engagement survey results
- Delivered company best CSAT 86% and Department NPS of 78
VonageLondon, Prague, Wroclaw
Senior Director International Care & Tech Support
2017.03 - 2021.06 (4 education.years_Label & 3 education.months_Label)
Job overview
- Directed all aspects of UCaaS and CCaaS customer care from three disparate locations
- Designed and implemented a global technical support hub based in Wroclaw Poland
- Wroclaw operational centre gained recognition as Global and EMEA Best Help Desk by Contactcenterworld.com in 2020
Callen Customer Management Ltd
Managing Director
2007.10 - 2017.03 (9 education.years_Label & 5 education.months_Label)
Job overview
- Created an independent Contact Centre and Customer experience consultancy. Offering project management, Interim managements and consultancy to all customer facing operations
- Successfully operated across industry sector including Telco, IT, BPO, Financial Services, Retail, Utilities and more
- Delivered excellent result globally including clients in S.E Asia, Africa, Europe North America and the Middle East.
- Represented globally recognised blue chip clients such as Vodafone, BT, Telkom Malaysia, Sky, AOL, Orange and Tesco
- Highlights include
- Programme Leadership overseeing the creation of 6 new BPO contact centres across3 continents
- Created proposed Target Operating Model for major SE Asian Telco, Delivered 3 month proof of concept model office and programme managed 1 year implementation
Various
Operations and Customer Service Manager
1995.05 - 2007.06 (12 education.years_Label & 1 education.month_Label)
Skills
- Affiliative leadership
- Mentoring and training
- Continual process improvement
- Strategic planning
- Strategic thinking
- Customer service
- High-value project management
Timeline
Senior Director Customer Care EMEA
RingCentral
2021.06 - 2023.05 (1 education.year_Label & 11 education.months_Label)
Senior Director International Care & Tech Support
Vonage
2017.03 - 2021.06 (4 education.years_Label & 3 education.months_Label)
Managing Director
Callen Customer Management Ltd
2007.10 - 2017.03 (9 education.years_Label & 5 education.months_Label)
Operations and Customer Service Manager
Various
1995.05 - 2007.06 (12 education.years_Label & 1 education.month_Label)