David Knowles

• Writing and building VIP Bereavement and Access for you processes into Storyblok.
• Using Visio to build new processes from scratch to deployment.
• Completing Quality Assurance on all work to ensure stability of the process before deployment into knowledge hub.
• Created and given several presentations of our work into Knowledge Hub to key stakeholders and agents.
• Worked closely with stake holders to meet and exceed expectations.
• Always curious and looking at ways to improve processes by asking questions and offering ideas.
• A good working knowledge of Storyblok, Visio, Jira, Knowledge Hub.
• I am agile and have continuously met set targets and exceeded deadlines.

• This role involves Cable & Mobile and includes disconnecting or transferring accounts when the account holder has either passed away or is critically ill.
• I have acted as SME for the Mobile Launchpad roll-out in Manila, Philippines, helping the agents in Concentrix work with and get used to working with Launchpad and feeding back any personal or technical issue back to the team in the UK.
• I constantly achieve Strong or Exceeds in my performance and help my team by taking on projects regarding performance and targets.

Facilitated agent training sessions focused on developing soft skills for effective customer communication and meaningful conversations

• Developed rapport with customers through empathetic listening skills.
• Utilised product knowledge to provide accurate information to customers.
• Improved customer satisfaction by efficiently resolving complaints and issues.
• Managed customer queries for better understanding of products and services.
• Handled difficult situations calmly, delivered positive outcomes under pressure.
• Coordinated with team members for superior customer service delivery.
• Took ownership of customer concerns, ensured comprehensive resolution efforts were made.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

• Working within a team on a regional (North of England) level, to schedule, develop, and deliver solutions, and review & evaluate the learning needs of Staff and Volunteers.
• Continued support & development of staff & volunteers.
• Working in a strategy group to develop a Victim Support vision, tools and operating Instructions for providing consistent services to children and young people.
• Writing & delivering the National Victims Service, Murder & Manslaughter material.
• Developing training courses for non service delivery volunteers such as fundraisers and volunteer champions.
• I have also written & delivered several bespoke victim awareness courses for outside agencies including: Manchester City Council, Stockport Homes and Salford Safety Unit.

• Key areas of work involved liaising with other areas of British Airways Engineering worldwide to ensure the flow of all material requirements to meet customer needs.
• Planning, Scheduling and prioritising work within a fast moving, global environment.
• I also presented monthly reports and statistics to High level Management at a national level.

• Controlling stock and day to day running of stores department.

• Setting up and running of operating theatres & theatre equipment.