Marius Dunkley Email & Phone Number

Stoneleigh Park, England, United Kingdom

Leamington Spa, England, United Kingdom

Responsible for managing the pre litigation debt recovery team. Ensuring inbound and outbound campaigns were effectively managed and that team were performing effectively.

Birmingham, United Kingdom

• Oversee the Transax Merchant Services customer service operation to ensure customer service, technical and account enquiries are resolved by teams via the phone and email, ensuring compliance with company policies and.
• Designed and implemented call quality and coaching framework to enable teams to deliver consistent quality scores of 90% or higher.
• Monitor operations to ensure adherence to service level standards and company policies and procedures. Delivering a First Call Resolution rate of over 95%.
• Leading teams and managers to successfully deliver annual overall team performance rating above 90%.
• Implemented complaint process and monitoring system which reduced regulatory breaches to zero.
• Developed team incentives programme to aid in delivering above results.

Warwick, Warwickshire

• Managed the team to achieve results in the Top 50 Companies for Customer Service benchmarking. Achieved 10th place overall in 2014 and 2015. Achieved 3rd place for emails in 2015. Achieved 1st place in Service.
• Deliver business targets and objectives through project activity.
• Development of all KPIs and measurement processes.
• Communicate and engage with all members of the team, maximising their performance to ensure all KPI’s met.
• Motivating, coaching, training and developing all team members.
• Department ‘coaching expert’. Training and developing other managers coaching skills.

Warwick, Warwickshire

• Duties included – maintaining customer service delivery, coaching, conducting performance reviews, quality monitoring, planning and delivering training, managing absence, managing recruitment process, manage escalation.
• As an additional duty act as ‘Systems Champion’. Responsible for identifying improvements to the job bookings system, liaising with the IT department to plan and implement changes, planning and conducting systems.
• Also provide help, support and coaching to new or less experienced Supervisors.

Leamington Spa, Warwickshire

• Duties included - monitoring workflow, managing absence, coaching, delivering communications, performance reviews, audio typing, servicing meetings, typing reports/letters, raising orders and payment of invoices.

Warwick, Warwickshire

• Duties included – coaching team members, delivering communications, workflow management, statistical data collection, quality control, carrying out performance reviews, managing absence, dealing with customer.
• Travelled to Mumbai in India to provide support to enable successful offshoring of business processes.