David Draper Email & Phone Number

Royal Tunbridge Wells, England, United Kingdom

A manager and role-model of up to 14 permanent personal advisors, operating within a hybrid contact-centre environment. This includes responsibility for staff development and performance management, process improvement, change management and overall accountability for delivering service excellence.

A leader and coach of up to 35 permanent and contracting members of staff across multiple sites and teams within a casework operation. My responsibilities including but are not limited to workflow management, delivery of training, process improvement, risk and quality assurance, customer service and all HR related matters. Also, a formal coach and mentor to aspiring leaders across the business.Some of my key achievements:• Set-up and integrated brand-new department of 100 plus new employees• Implemented and integrated new leadership role across contingent worker operation – with responsibility for customer service, quality assurance and allocation / workflow.• Record breaking results for new-team accreditation – both for time-frames and overall results• Created and implemented operational process which helped resolve large number of cases quickly for specific customer groups• Regular formal mentor for aspiring leaders• Created and implemented new department consisting of contractors focusing on fraud complaints. Responsible for all areas of induction and training, plus led on all operational and quality assurance related processes. Area achieved helped service achieve departmental objectives for timeliness and resolutions.

London, England, United Kingdom

The head of a department who was responsible for all customer service-related matters. This included responsibility for four housing offices and their associated Contact Centre’s, workflow, process improvement, delivery of training and the development of my two team leaders. Also asked to develop fellow senior leaders about how they deal with HR related issues.Some of my key achievements:• Devised and implemented new scheduling process for housing offices across organisation• Created and integrated new leadership across department, plus recruitment of leaders to become part of my new team• Lead and facilitated borough wide consultation process for use of parking schemes

London, England, United Kingdom

The head of department who was responsible for all matters relating to new and existing registrations from within the UK and internationally. This included but was not limited to workflow, process improvement, escalated service complaints, external liaison with key-stakeholders and development of two Team-Leaders. My responsibilities were increased from initial ownership of the overseas registrations due to my achievements in that areaSome of my key achievements:• Substantially reduced waiting times for response to communication and external visitor waiting times by implementing internal reporting process• Created and introduced new process to help Council adapt to new legal requirements implemented by legislation • Managed relations between Council and several key external stakeholders – resulting in the creation and implementation of formal memorandums of understandings

Royal Tunbridge Wells, England, United Kingdom

Hildenborough, England, United Kingdom

Sevenoaks, England, United Kingdom

Hnc Business Studies, Business Administration And Management, General, Distinction

Organisations & management, Quantitative methods, Financial & Management accounting, The Principles of Marketing, Business Communications.

A Levels And Gcse'S, General

Activities and Societies: Deputy Head Boy Formal award for outstanding academic achievement Full school colours for Rugby and CricketA.