HTML
Danny Moles
Training, QA Officer & CRM Digital Champion
Bethune
Summary
With over a decade of experience in senior hospitality positions, I have developed a deep passion for providing exceptional service and consistently surpassing goals. Thriving under pressure, I embrace challenges head-on and never shy away from them. Transitioning into a customer service role, I have successfully climbed the ranks to become a Quality Assurance & Training Officer. Known for my quick learning abilities and innate curiosity, I am now seeking a new opportunity in a customer-oriented role within the digital field. Remote positions are also of great interest to me as I continue to expand my horizons.
Overview
16
16
years of professional experience
Work History
Training, QA Officer & CRM Digital Champion
The Royal Kennel Club
2 2023 - Current
- To improve knowledge of Kennel Club services by designing and delivering a rolling training programme
- Performance data collection and reporting
- Build and maintain an LMS for Kennel Club registrations services
- To ensure that all members of the Kennel Cub support team, new and existing, within the department are trained on the CRM and website tools to the required level for their role Ongoing evaluation of Kennel Club training performance and requirements
- To liaise with the Kennel Club Call Centre and Core Services managers and team leaders to agree timescales and requirements for each individual team member
- Perform quality checks against Kennel Club call centre quality score card and report findings
- Delivered comprehensive training programs to staff members on effective usage of the CRM system.
- Collaborated closely with IT teams, troubleshooting technical issues related to the CRM system and ensuring minimal downtime.
- Enhanced customer satisfaction by streamlining CRM processes and implementing user-friendly tools.
- Played a key role in the selection and implementation of new CRM software by participating in vendor evaluation, testing, and decision-making processes.
- Collaborated with cross-functional teams to implement CRM customizations, resulting in enhanced user experience and productivity.
Client Services Advisor
The Royal Kennel Club
05.2021 - 02.2023
- Assure end-to-end delivery of all online and paper-based services and products and where applicable the compilation of external emails and general correspondence relating to the relevant service
- Collection and provision of relevant customer feedback into the Quality Management System
- Responsible for the delivery of excellent customer service through call handling, face to face or written communication relating to the application process
- Responsible for the capture of data relating to services and products to the required deadlines and standard
- Provided timely and accurate advice to customers that enabled them to make informed decisions
Covid 19 Response Agent for NHS
Sitel
11.2020 - 05.2021
- Contacting people who had come into contact with a positive case of COVID 19 and offering assistance as well as isolation dates
- COVID 19 vaccination booking agent, assisting people over the phone on how to/booking their vaccinations
- Dealing with numerous telephone calls and working with private information while working fully remote.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Restaurant & Bar Manager
Doubletree by Hilton
09.2019 - 08.2020
- In full control of two function bars, and one main hotel bar, as well as the hotel's restaurant
- Carefully interviewed, selected, trained, and supervised staff.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Ensured compliance with all health and safety regulations by maintaining a clean workspace and enforcing strict sanitation practices.
- Purchased adequate quantities of food, beverages, equipment, and supplies.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
Bar Manager
The BoardHouse Beach Bar
02.2015 - 05.2019
Head Server
Blowfish Restaurant
02.2013 - 02.2015
Junior Restaurant Manager
Spur Steak Ranches
01.2009 - 01.2012
Education
GCSE -
Grey College
South Africa 01.1998 - 2008.04
Skills
Test case design
Software
JIRA
Microsoft DevOps
SaaS
Microsoft 365
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Advanced (C1)
French
Beginner (A1)
Timeline
Client Services Advisor
The Royal Kennel Club
05.2021 - 02.2023
Covid 19 Response Agent for NHS
Sitel
11.2020 - 05.2021
Restaurant & Bar Manager
Doubletree by Hilton
09.2019 - 08.2020
Bar Manager
The BoardHouse Beach Bar
02.2015 - 05.2019
Head Server
Blowfish Restaurant
02.2013 - 02.2015
Junior Restaurant Manager
Spur Steak Ranches
01.2009 - 01.2012
GCSE -
Grey College
01.1998 - 2008.04
Training, QA Officer & CRM Digital Champion
The Royal Kennel Club
2 2023 - Current
Personal Information
Nationality: South African - English - Irish
Similar Profiles
James LincolnJames Lincoln
Show Manager at Golden Gate Kennel Club Dog ShowShow Manager at Golden Gate Kennel Club Dog Show
Lisa WilliamsonLisa Williamson
PRODUCT SPECIALIST/BUYER at American Kennel ClubPRODUCT SPECIALIST/BUYER at American Kennel Club
Bambi ColemanBambi Coleman
Sr. Product Specialist / Buyer at American Kennel ClubSr. Product Specialist / Buyer at American Kennel Club