Gary is an experienced and energetic manager with a proven track record in Quality Assurance. He draws on his network management experience to put the customer at the heart of all decisions. He has an excellent reputation for delivering improvements in customer service and complaint handling.He has 35 years of retail banking experience in Lloyds TSB fulfilling such diverse roles as Chief Cashier, Training Consultant, Personnel Officer, Business Development Manager and Senior Branch Manager.Gary is skilful at bringing his team along and effectively implementing strategy. He builds great teams that are capable, motivated and focused on enhancing the customer experience. He is recognised as a strong manager by his peers.Gary joined TSB Bank July 1979 as a cashier straight from school. Worked in the Branch network for 27 years progressing through the ranks to Senior Branch Manager, Teesside Town Centre where he very successfully managed three branches. He has a broad experience gained with spells in Training Department, Personnel and Business Development.In 2006 Gary joined Telephone banking as Service Manager before moving into Call Monitoring because of his passion for customer service.In 2010 Gary designed and implemented call monitoring into HBOS for the very first time. Perfect Quality was successfully trained and embedded across 19 sites and 7500 colleagues.Gary thrived in the new TSB in his role as Customer Treatment Manager for Telephony. He has been instrumental in transforming customer treatment and reducing Telephony complaint volumes by over 35% year on year.Gary is now excited about joining the Banking revolution with Atom!