Dan Cooper Email & Phone Number

London, United Kingdom

• Head of a very busy satellite office remote from the head office of the organisation and responsible for the management of 2 managerial and 12 administration staff including their training and development• Solely responsible for the financial aspects of the department; managing and maintaining the budget for the office as well as keeping accurate banking records of weekly takings• In charge of planning and execution of all major projects involving the office; two projects being an office relocation into a new residence and a complete overhaul of IT systems and equipment• To represent the organisation in cross-government meetings on key high level issues such a parliamentary legislative changes, then liaise with appropriate stakeholders to keep them well informed• Produce detailed reports and statistical records for senior management/directorate analysis• Manage and maintain high levels of Customer Service from all staff working in a ‘front line’ customer environment• Continuous improvement of the office; always seeking how to keep the services of the office relevant in an organisation striving for complete digital services

Cardiff, United Kingdom

• Short term opportunity to manage a busy department in the Cardiff office whilst still running the London Information Centre• Staff management of 8 managerial and over 60 administrative staff spanning over 6 teams including Customer Services, Foreign Language Services and Reception• Handling escalated complaints and Ministerial cases over various forms of communication• Promote and enforce excellent customer service standards throughout the departments whilst meeting the organisation’s set objectives

London, United Kingdom

• Responsible for maintaining correct staffing levels for each shift and managing them correctly• Manage the opening and closing of the establishment • Responsible with cash management of each shift I worked• Deal with escalated customer complaints in a professional manner• Monitor and manage maintenance issues• Keep both myself and my staff up-to-date with current promotions and new products• Deliver excellent customer service and customer management at all times

London, United Kingdom

• Working on one of two bars split over two floors of a busy and lively establishment in the heart of Soho in London• Deliver excellent customer service at all times• Serve and present beverage quickly and efficiently whilst meeting corporate standards• Required to have a sound knowledge of all products and promotions to assist customers • Required to manage own training in line with corporate expectation i.e. correct products and measures• Prepare the bar area ready for the following working day by the cleaning of the bar and surrounding area areas• Replenishment of stock held in the bar area and also the organisation of stock/cellar area.

Cardiff, United Kingdom

• Dealing with all escalated complaints and queries with the highest levels of customer service• Managing and maintaining one's own quality of work • Acted as Diversity Officer for the organisation; being the point of contact for customers with disabilities needing assistance in using the services of the organisation • Responsible of the cross-training of the customer services area on all forms of processing within the organisation; ranging from the planning of the project to the deliverance of tailored training for each individual staff member

Cardiff, United Kingdom

• Responsible for the quality checking and processing of all documents associated with maintaining a limited company • Ensure that all documentation is processed in accordance with regulations set out in the Companies Act 1985/2006, the parliamentary legislation governing the organization• Maintain a high output figure of quality; ensure that the organisation’s target of 35 documents processed per hour is met, and processed with a high level of quality• Responsible for notifying customers of unacceptable documentation by producing detailed guidance in letter form so that corrections can be made• Acting as the ‘customer liaison’ to the Document Examination branch • Responsible for handling customer queries via telephone, written/electronic correspondence or face-to-face • Ensuring all queries are dealt with in a timely manner meeting targets set by the organisation• I later volunteered to train on the online services Companies House offers by taking up a position on the Electronic Filing Support team, increasing my knowledge ensuring I was able to provide a better service to customers

Ystrad Mynach, United Kingdom

• To maintain the busy schedule of the centre; taking bookings from customers over the telephone and via face-to-face and ensure the timetable was kept up-to-date to reflect this • Providing excellent customer service to all customers using the facility• Responsible for all customer queries received into the centre across all communication means• Sole responsibility for cash management during my shift; making sure correct payment was taken and records maintained, as well as ensuring the ‘end of day’ banking was completed correctly and to regulation standard