Dan Limmer Email & Phone Number

Maidenhead

Maidenhead

I was responsible for the management and performance of operational teams, ensuring adherence to policy and process whilst directing strategic change to achieve operational excellence and world class customer service.I managed and monitored daily workloads throughout to ensure that service standards and key performance indicators were met. I planned ahead to ensure that high quality, consistent standard of customer service was delivered in line with business objectives, budget and KPI's.I created and cascaded operational objectives within the department that contribute to the delivery of the corporate goals. I aimed to create a culture that delivers high performing, motivated and engaged staff who were passionate about our customers and improving their processes via continuous improvement.I managed operational budget including, headcount, overtime T & E and reward & recognition. I maintained and shared up to date knowledge of industry best practice with peers and team, working closely with peers in UK operations and other areas to drive performance efficiencies, cross skilling for volume spikes and a consistent approach to staff policies.

Truro, England

Key Responsibilities• Manage dialler campaigns through optimising staff levels and ensuring maximum number of calls are dealt with• Deal with more complex issues where borrowers' or company's interest are at risk• Manage development of staff, ensuring they are adequately trained, in consultation with Departmental Training Officer and through regular telephone reviews• Distribute other elements of divisional work-load to collectors ensuring most efficient and effective output from teamMy management experience includes:• Collections (04/09 - 06/09)Early stage delinquency 1 - 89 days past due • High Risk (06/2009 - 12/2009)High risk accounts to GE, reporting out & presenting performance monthly to SMT through monthly operational reviews • Trace (12/2009 - 07/2011)This was a new initiative by GE at the time. I built a line of reporting MI; incentive programs & shift patterns. I controlled inflow of accounts through data analysis using reporting generated from Aspect dialler reports & business objects. Strategy was key within Trace. Using the experience & building a network of SME's was valuable to building a strategy. I was heavily involved with offshoring this work to support structural changes in the wider business • Allocation (12/2010 - 07/2011)Whilst managing the trace team, I was involved in a project to streamline the company’s servicing systems. This involved managing a team along side my trace team to review accounts that were moving onto 1 servicing system. Using my strategic experience, an efficient strategy was implemented for this project. Due to the tight timescale of the project, productivity was key. • Customer Service/Collections/Litigation (July 11 - May 16)Structural changes led to my involvement with the transition of departments to the office. Within this time I developed new starters to the business, owning a relationship with Adecco in hiring staff on a temporary basis, managing the process from temporary to permanent.

Truro, England

Key Responsibilities• Stock replenishment• Stock control including working with department budgets• Driving sales to achieve department & store targets• Marketing stock• Recognising & tracking trends in sales• Competitor awarenessTraining Completed• Fast Track Team Leader (September 05)Additional Tasks• Supported successful stores openings• Supported business initiatives & marketing strategies in the South West & Wales