Benjamin D'Monte Email & Phone Number

London, United Kingdom

London, United Kingdom

Enfield, United Kingdom

I had the opportunity to work with Servicing Stop (a Dragons Den winner) as their Customer Service Manager. My tasks were to ensure a fast, friendly and efficient service was being delivered to all stakeholders. Forecasting and data analysis was a major part as well as introducing new processes and procedures to ensure the business can evolve.This position ended earlier than expected due to unforeseen circumstance which I am happy to discuss in more detail.

London, United Kingdom

Agreed to join a leading London outsource to start up a brand new renewals campaign for Hastings Direct and embed knowledge throughout the department and mange a team of 10 customer representativesTraining of regulatory requirements set by the Financial Conduct Authority and the Financial Ombudsman ServiceTraining product knowledgeTraining of internal renewal processes Training of internal complaint processesTraining of systems (IS2K, CDL, Respond and Guidewire)Side by side coachingReview of corded calls for coaching and compliant monitoring purposesProject managementManaging stakeholder relationships between Hastings Direct and CCA InternationalReturn to work formsPerformance reviewsMonthly coaching to set SMART objectives and set out expectations and to discuss how they are settling within the departmentTeam meetings and incentives

Bexhill, East Sussex

Due to my methodical working methods, coaching skills and leadership style I was handpicked to train new complaint handlers and help them to a certain level of competency.Duties include:Training of regulatory requirements set by the Financial Conduct Authority and the Financial Ombudsman ServiceTraining of internal complaint processesTraining of systems (IS2K, CDL, Respond and Guidewire)Side by side coachingReturn to work formsPerformance reviewsMonthly coaching to set SMART objectives and set out expectations and to discuss how they are settling within the departmentTeam meetings and incentivesRandom case and phone reviews to give feedbackRecommendations to senior management on the new inductees and improvements moving forward

Bexhill, East Sussex

I was offered the chance to join the fastest growing motoring insurance company in the UK.I was placed in the Customer Relations Department to learn the company's values and practices by resolving customer complaints with a very high level of objectivity and fairness. I was also placed immediately on a very sought after course within the company which highlights talented employees and trains to become the high level managers of the future.

London, United Kingdom

I was invited to join the market leader in collective buying discounts for the lifestyle and leisure sector. I am currently on a short term contract.I am currently tasked with quality checking contracts to ensure they meet industry and regulators standards.I also liaise with the Compliance & Legal team to discuss adjudications and new processes within our industry, I deal with challenges in regards to rejected contracts, I feed back to sales agents outcomes and requirements in regards to contracts. I have also been given the responsibility to be the lead contact for Regional Directors queries in regards to merchant accounts. I have also been asked to write a new training manual and process for the Quality Assurance team.

Enfield, United Kingdom

I took some time off after leaving my last position in order to spend some time with my family and also to connect with daughter during a hard time within our family.

Liasing with senior management ti ensure departmental compliance. Data analysis. Staff appraisals, coaching, discinplinairies and motivation. Project management. Capacity planning. Measuring and monitoring team productivity. Creating new databases and process manuals before lauching company wide.

Dealing with customer queries regarding their accounts. Taking card payments abd setting up direct debits. Upgrading customer's accounts and sending confirmation letters. Complaint handling. Project work.

Responsible for staff rotas and timekeeping. Managed all details of the "Mystery Shop" experience. Training new staff fully competent level and developing current staff. "Mystery Shop" experience.

Bachelor Of Science (Bsc), Business Administration And Management, General

Education record