DHL Express UKFirst Choice Support
Mar. 2015 - Oct. 2017London, United KingdomResponsible for implementing and maintaining First Choice tools and practises across DHL Express UK NPA - Monitor day to day activity for NPA. Ensure 1st calls are completed and that any 2nd callers are actioned before they expire. Analyse 'Voice of the Customer' feedback and categories to find recurring issues. Performance RCA on feedback. Provide weekly & monthly performance reports to the business. Also involved in UAT testing for new NPA system. Performance Dialogues - Deliver training on setting up effective Performance Dialogues across the business. Follow up with delegates to ensure PDs are implemented and being ran daily. Update PD tracker on a regular basis to ensure we have accurate figures. GEMBA - Write communications to Ops to set monthly GEMBA topics for them to complete. Monitor GEMBA tracker to ensure completion. Communications - Use different platforms, such as email bulletins and notice board posters, to provide updates to the business about the different activities First Choice do. DMAIC Initiatives - Run my own First Choice initiatives to improve a process within DHL. Also involved with bigger projects which are being ran by the DHL UK Board.