David Borg

Arise is a pioneer of on-demand business process outsourcing. The cloud-based platform provides a virtual network connecting 30,000 work-at-home gig service professionals in the US, UK, Canada, India and Jamaica with companies needing contact centre and business services. Recent projects have included,

• Relocation of workforce management and customer billing teams from the USA to India generating savings of $3m per annum
• Implementation of Harver recruitment tool to enable mass agent screening and save $500,00 per annum
• Launched Daily Pay 'wages on demand' for agent workforce which led to an 8% reduction in agent attrition and a 10% increase in hours worked
• Standardization of all Customer Success SOP documentation
• Launched new agent registration portal resulting in an increase in agent throughput of 5%
• Wrote and managed RFP process to change background check providers to net savings of $1.2m per annum

Reporting directly to the CEO I project managed ad hoc projects for the Senior Leadership team. Completed projects included,

• Created a blueprint for future operating model and project managed resulting projects
• Devised new background check process, generating $450,000 in savings annually
• Worked with Airbnb to create a streamline process to send and received Chromebooks to home agents across the US
• Launched healthcare portal for agents
• Launched Dell microsite to enable agents to buy Dell equipment at reduced prices

Project managed the launch of homeworking programs for clients. Once launched I would transition into a Senior Customer Success Manager role and manage the Program from launch until it was operating in a steady state. During this time I worked with clients in the UK and US which included Apple, Ebay, Nespresso, Sky, BT, Intuit, and the RAC.

I joined as an interim Analyst on a 3 month contract. Within 3 weeks I was asked to manage their 100 seat frontline call centre. After 9 months I moved into an interim Program Management role managing a team of 15 project managers, business analysts and project support staff . The key projects I worked on were as follows:

• Launched the Hackney one stop shop customer service centre on time and on budget, with no interruption to front line services
• Responsible for ensuring all Council staff adhered to the ‘new ways of working' within the customer service centre
• Established roll out of Microsoft CRM within the contact centre