Darola Consulting

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Darola Consulting
 
Darola Consulting delivers proven expertise in Programme and Project Management to the CRM and Contact Centre market.
 
Director
 
David Laing is senior IT professional with demonstrable expertise in successful Programme and Project Management, Change Management, Service Delivery and consulting roles. A high achiever with proven leadership skills. Has delivered complex integrated technology projects and engineered business improvements to provide world-class customer service. Has experience in the management of global rollout projects and assignment throughout Europe and Middle East.

 
Examples of recent experience
 

Programme Manager responsible for the build and deployment of a new a contact centre solution for an airline, in Dubai. Platform based on Genesys application suite and included; CTI integration, agent desktop, IVR with voice recognition, workforce management and operational reporting.

 

Initially part of bid team then Programme Manager responsible for the design, build and deployment of a new pan-European contact centre in Budapest. Project was a major customer contact consolidation project for global oil company. The technical environment was hosted from UK data centres and based on Genesys, NICE and Cisco.

 

Project Manager responsible for the consolidation of Dublin based bank call centres into a new building. Managed the full lifecycle from bid, through design and implementation of a new voice and data architecture including introduction of VOIP, to migration of staff and equipment. The migration was successfully completed with no impact on customer service.

 

Project Manager of a contact centre virtualisation programme across multiple business units, based in both Ireland and UK, for the a Dublin based Bank. Responsible for the delivery including; requirements definition, functional specification, 3rd party management, build, testing and hand over to support.

Customer testimonials
 
 “David is a superb project manager, with both technical and people skills. He easily grasps the realities of project life and pulls his team together brilliantly, even through the toughest times, with huge grace and humour.”
 
“I enjoyed working with David during his time as programme manager, he was always professional in his approach and had a deep understanding of CRM/CTI platforms. David was always honest and supportive when facing difficult challenges and inspires a positive attitude in those around him.”
 
 “I worked with David on many projects for multiple clients. David was always professional, dedicated, and repeatedly proved himself as a very competent project manager capable of managing the delivery of complex solutions, where he demonstrated excellent client management skills.”
 
  "I have worked with David on several Contact Centre projects, where David was the project manager. David is an extremely professional, dedicated, conscientious and customer focussed person. He is a pleasure to work with and able to build and maintain an excellent and focussed project team. David quickly builds and maintain respect at all levels within his own, the client’s and supplier organisations. I would have no hesitation in recommending David or having the opportunity to work with him again.”