Danny M

Lead a team of 50 Customer Care Hosts, providing coaching, mentoring, and continuous feedback to improve service delivery.
Supervise inbound and outbound service channels, ensuring SLA adherence, interaction handling, and customer satisfaction.
Monitor agent performance through occupancy, availability, and productivity reports.
Analyse escalated queries and emerging trends, providing recommendatio

Delivered professional customer service via phone, email, and live chat.
Handled high-volume inbound calls, ensuring adherence to call quality standards.
Tracked cases using CRM systems, ensuring accurate documentation and timely
follow-up.
Provided product training to new customers, ensuring smooth onboarding.
Built strong client relationships, which contributed to repeat business and positive
fe

• Coordinated interdepartmental projects, ensuring seamless communication and collaboration across teams.
• Monitored project schedules and identified bottlenecks to facilitate on-time delivery.
• Conducted feasibility studies and analyzed financial viability to support strategic planning for senior management.
• Delivered comprehensive reports and presentations to senior stakeholders, enhan

Conducted in-depth research (qualitative and quantitative) to support training seminars, conferences, and business development projects.
Analysed data to identify industry trends and inform strategy.
Managed partnerships, budgets, and databases for ongoing research programmes.
Key Achievements
Delivered customised research solutions tailored to client needs, enhancing satisfaction.
Provided insigh

Earned a BA (Hons) in International Relations and Affairs.