Summary
Overview
Work history
Skills
Timeline
Hi, I’m

Dave D'Arcy

Leighton Buzzard,Buckinghamshire
Dave D'Arcy

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

RingCentral
London, Paris, Sofia

Senior Director Customer Care EMEA
06.2021 - 05.2023

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


Vonage
London, Prague, Wroclaw

Senior Director International Care & Tech Support
03.2017 - 06.2021

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
10.2007 - 03.2017

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
05.1995 - 06.2007

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
06.2021 - 05.2023

Senior Director International Care & Tech Support

Vonage
03.2017 - 06.2021

Managing Director

Callen Customer Management Ltd
10.2007 - 03.2017

Operations and Customer Service Manager

Various
05.1995 - 06.2007

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Dave D'Arcy