Experience

VEHICLE REPLACEMENT GROUP
• United Kingdom
• Automotive
• 1 - 100 Employee
• Operations Director

  • Apr 2017 - Present


Health Care At Home

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Service Manager

  • Jan 2014 - Apr 2017

  Healthcare at Home Customer Services Manager Key skills and achievements: • Currently responsible for 6 directly reporting team leaders and 60 indirectly reporting customer service staff. • Implementation of new team breakdowns to improve productivity and efficiency, in turn leading to a 50% decrease in patients currently waiting for outstanding deliveries to be arranged. • Re-mapped and improved the initial registration process to streamline new business into the company in a timelier manner, with 98% of new patient registrations now processed on the same day they are received. • Identifying and reducing the root-cause of incoming calls to the department, in turn allowing more flexibility of working within the teams. • Development and implementation of the Company Customer Service strategy. • Ensure that accurate management information is provided to the Head of Customer Services and that they are kept aware of appropriate issues as and when necessary. • Work with the Head of Customer Services to identify new services, products and process improvements that will create value for the Company and its clients. • Co-ordinating Customer Service activities within Healthcare at Home core operational business, including the planning, recruitment, retention, development, motivation and management of staff. • Ensuring all Customer Service Accounts are maintained to specification. • Ensuring that best practice and quality procedures are adopted with consistency across the Customer Service Department. . • Development of processes and systems to measure the department’s performance against clients’ expectations, (KPIs). • Management of the Customer Service Teams workload to ensure the achievement of departmental results. • Management of the identification and implementation of training and development needs for team members Show less



Drive Assist UK Limited

• Head of New Claims

  • Aug 2000 - May 2013

  Head of a successful department in a target driven pressured environment; the department working together to achieve individual/departmental targets and SLAsIn excess of 11 years experience as a Contact Centre Operations Manager with a proven track record of success in the credit hire and accident management industryextensive insight into service delivery driversdevelopment of lean strategiesreduce staff attrition / turnoverimprove SLAs.efficiency and cost saving of Budget targetsAcknowledged for experience in aligning the work ethos of all contact centre staff with the customer service promise of the organisation, resulting in a consistently improved business performance in fast paced environments, exceeding customer expectations and quality of service delivery.A strong proactive leader, building cohesive contact centre teams of up to 16 directly reporting Team Leaders and 200 indirectly reporting customer service staff, by prolific use ofCoachingTrainingMentoringPerformance appraisalsDisciplinary procedures.Extensive experience in implementing and delivering:performance improvement strategies tactical resultsstakeholder engagementrelationship managementinternal and external communication managementmonitoring and achieving KPIs and SLAsmanagement change - highlighting benefits of change to gain full buy-in and eliminate resistance to changereviewing operations to identify future best practice.Departmental staff selection and recruitment Show less

• Head of Site

  • Aug 2000 - Dec 2012



Drive Assist UK Ltd

• Head of New Claims

  • Oct 2001 - Dec 2012

  Key skills and achievements: Managed procedures to achieve claims handling of 30,000 new claims per month with in excess of 10,000 calls received per day by over 300 claims handlers Achieved and exceed benchmarked conversions on all accounts and always achieved budget hire target Responsible for generating and maximising revenue opportunity for the business from within the new claims process which resulted in a monthly turnover of £15m Prior to appointment as Head of New Claims the contact centre had staff attrition running at 24%; gained the trust of Team Leaders; designed and implemented a training package including ongoing development which reduced attrition to 6% Introduced flexible contracts and new rota for core staff to cover evenings, weekends and introduced part time staff as business met 24/7 contracts Directly responsible to the Directors to ensure smooth implementation of any policy change and a shareholder Responsible for implementing fraud measures to protect the business Continual review of working practices to achieve cost savings and efficiency example: introduced new bonus schemes & work baskets which increased staff productivity by 25% resulting in reduction in budgeted head count Increased monthly turnover from 2001 £1m to a peak of £30m in 2010 Show less



Drive Assist

• Brazil
• Utilities

• Technical Claims Team Leader

  • Jun 2001 - Oct 2001

  Ensured staff awareness to Money Laundering regulations, complaints handling & Data Protection Responsible for managing back office administration teams Managed internal processes and business improvement initiatives to reduce man-hours Delivered monthly management information on complaints and SLA responses Responsible for providing management support during absences by department manager Responsible for managing Inbound & Outbound debt collection which resulted in milestone 1st £1 million monthly recovery in September 2001 Allocated staff resources in line with anticipated call volumes to achieve SLAs Show less


PMHart
• Romania
• Paper and Forest Product Manufacturing
• 1 - 100 Employee
• Insurance Broking Area Manager

  • Jan 1985 - May 2001