Dan Quittenden Email & Phone Number

Nonington, England, Gb

Nonington, England, Gb

Responsible for the overall management of the Response Contact Centre within a PCI environment; from stakeholder business performance to staff management. Direct reports include Team Managers, Response Centre workforce and reporting line responsibility for Contact Centre, Customer Service, Quality Assurance, Training, and Administration teams.

Restructure :• Senior project member for Saga Services in a Group wide project, including Saga Holidays, Saga Healthcare, Retirement Villages, Destinology, Titan Travel, Bennetts Insurance and CHMC, with the incremental revenue through improved organisational efficiency and customer outcomes by becoming consistent across all of operations.• Main responsibilities include delivering increased employee engagement to circa 1,000 plus front-line staff with 4 Operation Managers as direct reports. Designing and implementing a high volume recruitment strategy including, onboarding, delivering a rewards and recognition programme within budget controls and detailed forecasting, analysing and understanding engagement and delivering a communications strategy to a multi-sited operation. • Responsible for employing high achieving candidates to deliver world class service with revenue generating KPI’s to the customer base. In addition, identifying, analysing and removing the root causes of attrition and delivery of improvements to ensuring increased organisational engagement. As a result, reduced staff attrition whilst increasing staff organisational engagement; both significantly.

Promotion :• Promoted to lead Saga’s service delivery strategy across the Travel sales and customer service teams, with direct reports including 2 Operations Managers and 8 Team Managers, circa 150 plus front-line staff across a multi-sited operation. Deliver KPI’s to exceed budget targets for inbound and outbound telephony insurance sales, online to offline sales, customer service and retention. • Manage service delivery across all media channels for new and existing insurance policies with focus on call quality and revenue per call. As well as people management, additional responsibility to develop and implement remuneration schemes and competence matrixes into Saga operations. Accountable for answering over 97% of 30k of internal customer calls a month. • Responsible in the creation and ownership of the company's governance documents and running of the various commission structures, scheme mechanics and overall processes.• Designed and implemented a reward and recognition programme to circa 1,000 plus employees, whilst analysing and mitigating risk in line with FCA guidance. To manage the risk and compliance of sales and service to FCA standards rules and regulations, whilst dealing with FCA regarded vulnerable customers. Operational project lead in developing Travel product to a 5* Defaqto rated product.

Promotion : • Dedicated project member on a continuous improvement programme that has delivered £Xm's in incremental revenue year-on-year. Various initiatives include the implementation of Intelligent call routing, delivery of 24hr SLA for back office customer interactions, creation of a knowledge system, optimisation in all areas of service delivery and management team being trained in Active Manager practises which delivered £Xm 2016/17.• Promoted to lead a team of Executives with the responsibility of designing, implementing and maintaining various reward and recognition schemes, across over 1,000+ staff in a highly regulated environment. The key responsibility was to assist the business targets and deliver a high level of quality to customers, whilst ensuring all FCA guidelines are adhered to. • The operational lead for delivery and overseeing all company functions, rewards and corporate events, including the health and safety and creation of risk assessments for the company.

Promotion :• Promoted to lead both the Recruitment and Training teams within the Customer Service Department circa 600 front-line and back office staff, with direct reports including Recruitment Manager, Training Consultants, Training Managers, Business Trainers, Email Support Manager and Administration Managers. Responsible for ensuring the delivery of the headcount model in line with customer demands and planning of continuous training to staff.• An advocate of Strength-Based recruitment and a key individual in a high level project team. Responsible for the implementation of Strength-Based recruitment into both Saga Services and AA operational areas. • Project member in the recruiting and training of 250+ staff into a new start-up Contact Centre in Hastings.• Management of technical support areas within administration, correspondence and back office functions, circa 200 plus staff, dealing with customers via online and written transaction, dealing with over 750k customer interactions annually.

Promotion :• Reporting directly into the Service Delivery Director, with the responsibility of delivering KPI’s in both sales and customer service through 8 Team Managers with circa 90 plus front-line staff. Responsible for the coaching and development of Team Managers to deliver business targets within FCA recommended guidelines and exceeding customer expectations.• Dealing with the day to day management of staffing issues in an operational setting. Successfully completed IOSH working safely certificate to assist the management of people in a safe and controlled manner.

Diploma In Management Studies, Distinction

B.A Hons - Business Studies, 1St Class

Gcse'S, C And Above