Darren Drew Email & Phone Number

London, United Kingdom

London, United Kingdom

Temporary position at L’Oreal

London, United Kingdom

Brought in to support the merging of 2 existing teams, repairs & income/neighbourhood, into one multiskilled Customer Service team. Developing and documenting processes, establishing KPIs and call standards with the aim of improving customer satisfaction whilst improving the efficiency of the team.Key achievements:• Set up monthly meetings with key stakeholders to work through issues affecting delivery of effective customer service• Implemented team and individual KPIs to drive team performance• Developed a skills matrix and training plan to drive staff development

London, United Kingdom

Managed a team of account managers and funding specialists to deliver finance to small / medium sized businesses. Supported the development and implementation of a new workflow system and operating model to maximise efficiency and customer experience. Drove team performance to achieve productivity increases of over 40% whilst reducing costs by over 15%.Key achievements:• Combined job roles to multi skill individuals to reduce operational handoffs • Saw increases in productivity of over 40% between Half 1 and Half 2 as well as reduced costs by over 15% due to new workflow and multi skilled staff• Implemented KPIs to increase productivity and used morning huddles to discuss team achievements and celebrate successes• Developed call standards and introduced monthly coaching and improvement sessions• Played a key role in the development of a new workflow system to improve application processes, including requirements gathering, testing, training and roll out• Encouraged a culture of continuous improvement within the team by introducing over 15 quick win initiatives in just 6 months• Introduced new policies for sickness, absence and holiday management• Launched companywide buddy scheme to support employee engagement and cross team working

Winchester

Managed a telephony and claims team dealing with high volume queries from corporate clients. Driving performance of the team and making improvements to their market leading Corporate Dental Insurance service. Cross-functional working with Client Services and Sales teams to support growth and operational development.Key achievements:• Launched new Quality Standards to enhance service proposition and customer experience• Improved staff turnover by ensuring focus on the employee’s development and working environment. Staff turnover – 89% in 2013, 37% 2014, 21% 2015• Managed the off shore team. Initiated and implemented operational changes to drive performance and enhance their processing capabilities whilst maintaining service and quality levels. Increased online claims processed from 66,193 in 2014 to 103,875 in 2015• Achieved 2015 customer satisfaction score of 98% - data from over 3500 customer experience surveys• Introduced an Attendance Improvement Plan to manage staff absence which was then adopted by other departments• Responsible for complaint handling and introduced quarterly complaint trend analysis• Presented to large key clients during renewal negotiations, promoting the role of the Service Delivery team• Launched new telephony system which resulted in improved Service Level scores and an average call answer time of less than 20 seconds

Southampton, United Kingdom

Promoted to Senior Team Leader in 2008 to manage and lead a large back office processing team: tasked to increase productivity and reduce costs. Achieved through process improvement, monitoring performance, coaching and team development. Key achievements: • Rated outstanding in last performance review following major project to migrate the team from retail processing to PPI complaint handling against challenging 3-month schedule• Managed the testing and implementation of the semi-automation of the BACs recall process, saving in the region of £5M per year and improving efficiency through reduction of errors• Initiated an investigation into fraudulent BACs recalls after identifying trends in the recipient of HMRC payments, involved in the setting up of a Financial Crime incident and part of the working group, this resulted in an IT ‘fix’ that cost £80K but had a fraud saving of £3.5M per annum• Assisted with the large scale recruitment of staff for a new PPI operation; this resulted in around 15 successful candidates being recruited• Used KPIs to drive team performance and reduce costs

Southampton, United Kingdom

Responsible for balancing of complex internal accounts, reconciling Barclays external ATM’s (i.e. at shopping centres, supermarkets etc) and following both bank and legal procedures for deceased and dormant accounts.

Southampton, United Kingdom

Working to strict time limits in busy processing office, contacting other banks with regards to customer transactions and responsible for storage and management of Barclays cheques, credits etc.