Daniel E. Email & Phone Number

• Lead the operational management of Executive Liaison Complaints (CEO, Press, Legal, and MP) with direct interaction with the Executive Team and CEO, ensuring successful customer outcomes and continuous process.
• Manage the operational aspects of the Energy Ombudsman Workstream, meeting key deadlines, tracking volumes, and optimising response times.
• Personally handled escalated high-risk cases, demonstrating a proactive approach to… Show more
• Personally handled escalated high-risk cases, demonstrating a proactive approach to resolving complex issues, resulting in a 20% reduction in case resolution time.
• Inspire and manage the team to exceed KPIs, providing excellent customer service through effective resource planning, case allocation, and implementing targeted training programs.
• Directly manage the dedicated phone line, resulting in a 15% improvement in customer query resolution times, and cultivate strong relationships with public affairs and legal teams.

• Spearheaded initiatives to prevent externally escalated complaints, leading a quality improvement program across onshore and global offshore teams, resulting in a 30% decrease in external escalations.
• Successfully reduced the highest complaint category volume through a targeted initiative, leading to a 25% improvement in overall customer satisfaction.
• Conducted root cause analysis, identified process issues, and proposed preventative measures … Show more
• Conducted root cause analysis, identified process issues, and proposed preventative measures to reduce repeat complaints, resulting in a 20% decrease in recurring issues.
• Collaborated in cross-site resource planning conferences with senior stakeholders to manage multiple workstreams, resulting in a 15% increase in overall team efficiency.
• Recognised for contributions to the "Effective Operational Management" program and awarded "Manager of the Month" for minimising externally escalated complaints, with a 10% reduction in escalations. Show less

• Led initiatives to achieve challenging Bad Debt Charge budgets, implementing incentives to maximise revenue collection, resulting in a 15% increase in debt recovery rates.
• Utilised "Target Collection Management Systems" to analyse and drive team performance, leading to a 20% improvement in collection efficiency.
• Successfully corrected and collected over £8 million in 16 months, managing high-value debt accounts, resulting in a 25% reduction in… Show more
• Successfully corrected and collected over £8 million in 16 months, managing high-value debt accounts, resulting in a 25% reduction in outstanding debts.
• Collaborated with business analysts on debt campaigns, working closely with debt agency teams and senior managers, resulting in a 20% increase in successful debt recovery. Show less

Exeter, United Kingdom

• Established and led a high-performing team, earning recognition at the Customer Service Awards, resulting in a 15% improvement in team morale.
• Implemented successful incentives, including the "Ed to Ed" incentive, and piloted the complaint "Manager Intervention Process," resulting in a 10% reduction in escalated complaints.
• Led the Ofgem billing code audit, achieving a gold standard, resulting in a 30% improvement in regulatory… Show more
• Led the Ofgem billing code audit, achieving a gold standard, resulting in a 30% improvement in regulatory compliance.
• Managed post-disconnection and executor debt processes, resulting in a 25% reduction in outstanding debts. Show less

• Orchestrated the seamless migration of customer accounts during a pivotal system transition, demonstrating adept management skills.
• Streamlined complaint management processes, escalating and resolving all issues efficiently.
• Fostered collaborative cross-site networks with peer groups, facilitating knowledge sharing within the organisation.
• Spearheaded a "right-first-time" query resolution approach, implementing a quality assurance program to… Show more
• Spearheaded a "right-first-time" query resolution approach, implementing a quality assurance program to instil ownership and responsibility among the team.
• Conducted comprehensive training sessions, empowering teams to handle more complex phone call queries.

• Supervised and mentored team members, ensuring high performance and productivity.
• Conducted rigorous quality checks, providing constructive feedback and support to enhance work quality.
• Implemented side-by-side coaching strategies to refine call-handling skills, improving overall performance.
• Facilitated group call listening and training sessions, fostering a collaborative learning environment.
• Collaborated with managers to enhance… Show more
• Collaborated with managers to enhance advisor performance and develop effective performance plans. Show less

Exeter, United Kingdom

• Addressed customer complaints and queries and effectively escalated technical problems to ensure swift resolutions.
• Administered various administrative tasks, ensuring accurate and up-to-date customer information.
• Provided comprehensive information on both new and existing products to customers.
• Handled end-to-end processing of orders, payments, refunds, and sales, showcasing a commitment to operational efficiency and customer… Show more
• Handled end-to-end processing of orders, payments, refunds, and sales, showcasing a commitment to operational efficiency and customer satisfaction. Show less

Alongside my full-time job, I volunteered in a busy Financial Advisory office. Providing administration support to the Independent Financial Adviser’s and Mortgage Adviser's. I gained great insight into the role of an IFA. Shadowing them as they completed fact finds. Using the Iress Exchange to search for suitable protection products for clients. Assisted.

Level 4 Certificate, Long Term Care And Later Life Planning

Level 5 Certificate, Leadership And Management

Certificate, Fundamental Wellbeing Supporter

Level 4 Diploma For Financial Advisers

Education record

9 GCSEs and Law A Level