Danny Hayes
Customer Experience Professional
Dublin,L
Summary
Professional Knowledge Management Specialist with strong focus on driving organizational success. A proven track record in driving customer service performance, and continually improving processes. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work History
Quality & Knowledge Manager
Ultima Business Solutions
12.2019 - Current
- The Knowledge Manager role was made available, so I produced a business case to absorb this into my existing role. A new position was created following an interview and presentation of how this role would operate. This has since encompassed creating a new starter training program for the area and internal compliance audits. The quality and knowledge functions are used as key features when selling managed services to new clients.
- All quality responsibilities as below.
- Created onboarding training plan and delivered in person to five new employees in Cape Town, South Africa. Since the training, all five employees are trending equal to or above their UK equivalents on quality audits and customer feedback.
- Manage updating existing articles and the onboarding of new knowledge articles to our knowledge base.
- Create and maintain an article review process so all articles (currently 3,000 plus as of January 2025) are reviewed for relevance and accuracy within a 12-month period.
- Knowledge capture with new customers at the onboarding stage to ensure we have the correct process knowledge in place for when they go live.
- Hold regular ‘knowledge review’ meetings with key IT stakeholders of our customers to update existing processes and gather new knowledge.
- Reviewing tickets/complaints to identify gaps in our knowledge base and then finding a solution to fill those gaps.
- Be a point of contact in all process discussions to ensure accurate information is published.
- Assist the other members of the management team in the recruitment process, vetting CVs and actioning interviews/inductions.
- Creating and managing the process for capturing and completing any necessary actions from customer survey responses (CSAT). Dealing with over 1000 pieces of individual feedback each month.
- Assist with internal audits to ensure our compliance with ISO 9001 & 27001 standards.
Interim 2nd Line Onsite Service Desk Team Lead
Ultima Business Solutions
09.2020 - 05.2021
- There was a business need to fill the above role quickly, and I offered to cover whilst the company recruited for the role. I have been doing this alongside my core role. The role entails supporting two teams based at different customer sites (Southampton & Gateshead), managing their workload, their relationship with the customer and being their point of contact for any issues or questions. I was offered this role permanently but felt I had more impact on the wider business in my core role. The recruitment process for this role has now started.
- Supervision and coordination of engineers including daily assignments and team management.
- Improve and maintain SLAs of our relevant queues.
- Hold regular (remote) 121s with engineers to discuss performance, attitude, and aspirations.
- Ensure that all direct reports are delivering the best ticket and telephony quality and reducing escalations.
- Proactively monitor and ensure progression of all relevant tickets.
- Deliver any required training or business updates to direct reports.
- Manage the team’s rotas and annual leave to ensure there is always appropriate cover to fulfil the customer contract.
- Recruit for any vacancies if/when they arise.
Quality Control Coordinator
Ultima Business Solutions
06.2019 - 12.2019
- Create quality assurance frameworks, for calls and tickets, to ensure delivery of high calibre customer service.
- Conduct monthly auditing of entire Managed Service area (70+ engineers) based on agreed metrics.
- Creation and ownership of all quality reports.
- Presenting findings from reports to key stakeholders in the business.
- Using data from audits to drive improvement across the area or to identify training or knowledge gaps.
- Provide ongoing feedback and coaching to all individuals in the area.
Technical Coach, Annuities
Diligenta/Prudential
06.2018 - 05.2019
- Support and develop the services support team via feedback and coaching to improve accuracy, productivity, and competence.
- Provide subject matter expertise whilst also supporting complex, queries, issues, improvements, and complaints Always keep examples relevant to the role you are applying for.
- Responsible for the onboarding of seven new starters during the business moving from Prudential to Diligenta under TUPE. Created and delivered the training program with the new starters over a three-month period.
- SME on a new system for the whole annuities area (50+ colleagues), wrote the training manual for the system and delivered training to the area.
- Network across the business with other SMEs to share best practices and align the approach throughout the company.
- Project lead as and when required by the business on specific faults or issues, for example, ensuring systems and output was GDPR compliant or preparing for any Brexit impact for customers.
Business Systems Support Analyst (Secondment)
Prudential
10.2017 - 06.2018
- Monitor systems interface and connectivity performance, escalating to key IT stakeholders as appropriate and resolve day to day system issues.
- Provide guidance and advice in the optimum use of systems to users across the business.
- Required to have a working knowledge of all the company’s systems, processes, products, regulations, and legislations.
- Undertake pre-rollout and regression testing for new system updates.
Quality Assurance Auditor and Breach Coordinator
Prudential
01.2017 - 10.2017
- To deliver quality assurance across Customer Services and to check work processed by staff in line with Quality Assurance standards.
- Responsible for the monthly/quarterly audit plan, including maintenance of checklist and materials, audit checking and consistency, sample size requirements, sample approach and delivery.
- To actively identify, assess, monitor, and manage risks within the business areas, and ensure that appropriate controls are in place.
- Log and coordinate Breaches located throughout the business and manage to completion via regular conversations with processors and managers.
Quality Management Advisor and Web Team Specialist
Invesco Perpetual
01.2016 - 12.2016
Client Services Executive
Invesco Perpetual
03.2015 - 12.2015
Quality Assurance Executive and Service Quality Lead
Yell Ltd
01.2013 - 03.2015
Sales Assistant, Supervisor, Store Manager (Secondment)
WH Smith PLC
06.2007 - 01.2013
Education
GCSE’s - 10 GCSEs – A- C grades
Little Heath School
Tilehurst, Reading 09.2003 - 05.2004
Skills
Information management
Timeline
Interim 2nd Line Onsite Service Desk Team Lead
Ultima Business Solutions
09.2020 - 05.2021
Quality & Knowledge Manager
Ultima Business Solutions
12.2019 - Current
Quality Control Coordinator
Ultima Business Solutions
06.2019 - 12.2019
Technical Coach, Annuities
Diligenta/Prudential
06.2018 - 05.2019
Business Systems Support Analyst (Secondment)
Prudential
10.2017 - 06.2018
Quality Assurance Auditor and Breach Coordinator
Prudential
01.2017 - 10.2017
Quality Management Advisor and Web Team Specialist
Invesco Perpetual
01.2016 - 12.2016
Client Services Executive
Invesco Perpetual
03.2015 - 12.2015
Quality Assurance Executive and Service Quality Lead
Yell Ltd
01.2013 - 03.2015
Sales Assistant, Supervisor, Store Manager (Secondment)
WH Smith PLC
06.2007 - 01.2013
GCSE’s - 10 GCSEs – A- C grades
Little Heath School
09.2003 - 05.2004
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