Dave Keating Email & Phone Number

West Houghton, Bolton

• Lead role in Quality and Compliance Steering Group • Complaint management • Internal training partner• Client Relationship / Account Management responsibility • Manage recruitment, both internal and external, on behalf of Capital Pacts• Manage 2 team managers indirectly responsible for 40 heads. • Business development including major participant in new client

Preston, United Kingdom

• Responsible for claims management from data entry up to invoicing for multiple insurance companies on behalf of Chemdry UK. Including the delivery of service agreements for phone & back office work flows.• Within the first few months working here I changed the way the internal ops team ran which helped reduce staffing by 15% & stopping the need for overtime, making a saving of 80k per annum.• Directly responsible for up to 30 staff, including resource planning, forecasting, training & development. • After 6 months I also took over the Independent inspections Data Entry Team. • Implementing a cross training programme for Chemdry and Independent Inspections data entry which improved the data entry SLA for Independent Inspections by 20%.• At month 12 I took over and upskilled a Client Team which pilots new client contracts. Starting off with 1 client, 100 claims per week. Currently I am overseeing the internal ops delivery of 5 new clients/contracts - circa 300 new claims per week.• Regularly liaising with a franchise network to help improve service for Insurance companies & customers.

Preston, United Kingdom

Responsible for maintaining KPI’s across 30+ campaign that handle 350,000 calls per week.Monitoring call volumes, staff availability & performance of 9 call centres across 4 countries.Reporting directly to the Executive board with any issue's that affect SLA's or the network.An experienced Operational Delivery Analyst with additional skills as a Real-Time Analyst and a call centre team manager.Ability to use awareness when making changes to schedules to ensure no impact to operational campaigns, whilst still challenging performance to achieve improvements across the business. Actively seeking out less productive process/campaigns and implement methods to improve efficiency in these areas. Development and coaching of staff and a proven track record of building relationships with clients & stakeholders to achieve common goals.

Responsible for selling a portfolio of Yellow Pages products, including the book, on-line & the phone.Cold calling at least 100 customers per day, with a minimum of 3 hours talk time.Hitting quarterly targets as set by the business.Finding my own leads to add to the data provided by the business

Liverpool, United Kingdom

Responsible fro 20 agents who processed orders fro electrical goods. Holding 1-2-1 or group coaching sessions, managing staff on targets and working with them to improve performance. Holding daily team meetings.