David D.
About David D.
David D. is a Customer Service Manager with extensive experience in customer service roles across various organizations. He has successfully reduced abandon rates and improved response times while managing a team of up to 45 agents.
Current Role as Customer Service Manager
David D. has been serving as a Customer Service Manager since 2018 in Richmond, Greater London. In this role, he manages a variable team of up to 45 agents, senior agents, and coordinators. He adapts team management strategies to accommodate fluctuating volumes and peak periods. His leadership has contributed to significant improvements in customer service metrics, including a notable increase in the Trustpilot score from 3 to over 8 within a year.
Previous Experience in Customer Service
David D. has extensive experience in customer service roles. He worked as a Customer Service Advisor at Ofcom for 8 months in 2015. Following this, he served as a Customer Services Workforce Improvements Coordinator from 2016 to 2018 in Richmond. He also held positions at Lloyds Banking Group as part of the Account Quality Checking Unit from 2012 to 2014 and at graze.com as a Customer Service Representative in 2014.
Education and Qualifications
David D. studied at the University of Winchester, where he earned a BA(Hons) in Creative Writing from 2009 to 2012. Prior to this, he attended Andover College, achieving a Triple Distinction in BTEC I.T Practitioners from 2007 to 2009. His educational background supports his skills in communication and technology, which are essential in customer service management.
Achievements in Customer Service Management
During his tenure as Customer Service Manager, David D. has achieved an average Glassdoor score of 4.4 out of 5 from former customer service staff. He has also been responsible for designing and implementing hiring strategies, including interviewing and assessment center design, which have contributed to the overall performance and satisfaction of the customer service team.