|
|
About Darola Consulting Darola Consulting provides expertise in IT Programme and Project Management, Change Management, and Service Delivery, focussing on the CRM and Contact Centre market. David Laing has experience of managing the delivery of complex integrated technology projects and engineering business improvements to deliver world-class customer service. Possesses wide knowledge of all main CRM applications, and Contact Centre technologies including; Amdocs/Clarify, Oracle CRM, Genesys, Cisco, eGain, Avaya, NortelNetworks, Periphonics, Verint, desktop integration and IT infrastructure, delivering to ITIL Service Desk incident and problem management standards. | Examples of experience • Programme and Project management of large-scale system integration and business change programmes, including Financial Services, Government and Telco sectors.
• Experience of managing “green field” implementations and delivery of change programmes.
• Management of project design, build and delivery phase, and transition to 3rd parties for ongoing support and maintenance.
• Leadership of multi-disciplinary teams of technical and business process consultants, including own, customer and 3rd party suppliers.
• Service Delivery Manager of a managed services team providing remote and onsite support to business critical applications to defined SLA’s.
• International experience in the management of global rollout projects and assignment throughout Europe.
• Management of change programmes to support the implementation of new business-focused technology and processes into Contact Centres.
• Customer relationship management: identifying, agreeing scope, managing customer expectations and delivering work package to budget.
• Experience of the consulting life-cycle including; assessment, business case, response development, presenting solution, piloting, planning and implementation.
• Member of the European senior management team setting strategy for European business.
• Mentoring and providing leadership to consulting team, setting goals and objectives, conducting performance reviews and providing coaching and feedback
. | Customer testimonials “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.” |
|