Dan Nightingale Email & Phone Number

Folkestone, Gb

Ashford

Maidstone, Kent, United Kingdom

Gillingham, Kent

Aylesford

Through cost reductions and Innovative solutions, I was able to produce an increase in efficiency, and along with the Managing Director explored other possible future business ventures. I facilitated the body shop in maintaining the PAS 10125 accreditation and ensured adherence to HS&E was being applied. Liaised with customers in order to maintain existing business relationships and accurately identified possible areas of waste by implementing solutions to combat the cause.

Kingshill, Kent

Directed multi-level operational management of Customer Service Departments including the Quality Assurance and Training and Development. I was responsible for SearchFlow’s Customer Satisfaction performance. I created a Customer Service training road map, analyzed customer and employee feedback and developed strategies to deal with any issues that arose. Assessed KPI'S and SLA's against customer and team performance reports. Ensured adherence to departmental policies and procedures, invested in staff performance and growth by continued training. Dealt with all escalated complaints, in a professional manner and upheld the integrity of the company's reputation. I had economic accountability for the Customer Service Team within the budget of £800K pa. I was responsible for producing the quarterly contractual reports for Land Data, and being first point of technical/operational contact.

Canterbury, United Kingdom

Overseeing the day-to-day running of 30+ direct marketing staff. Carried out staff training, sales techniques and customer relations support. In charge of ensuring weekly recruitment targets were being met and conducted interviews for external field sales agents. Formulate and maintain a custom reporting suite, providing sales performance results, MI data and financial overview detail for the Managing and Finance Directors.

Chatham, Kent

Managed the Inbound and Administration departments in delivering the subscription scheme to an annual revenue of £91 million. Ensuring daily SLA's are being accomplished in a timely manner: first call resolution and customer satisfaction via the Bright Index Platform. Data predictions on expected contract volumes across numerous channels to ensure correct procedures and processes were in place and upheld contact volumes, including headcount variations to meet service levels within budget. Re-examined sales performances and relayed relevant customer feedback to the Subscriptions Manager with regards to pricing, loyalty offers and voucher styles

Folkestone

Ensuring daily, weekly and monthly KPI’s in various areas are achieved within the expanding contact centre. Deciding on incoming call redirections to different traffic areas within the business depending on criteria. Create and analyse daily, Weekly and Monthly reports for Board Level and Senior Management. Govern and produce daily reports for Call Centre Management to use in agents Personal Improvement Plans identifying areas in need of growth