Mark Dunn Email & Phone Number

Glasgow, Gb

Responsibilities:Led a project for a subsidiary company, collaborating with an IT supplier to implement a new server and software.Coordinated installation, discussed costs, conducted training, and sourced and set up tablets for the subsidiary.Managed projects remotely via Teams and site visits to ensure successful implementation.Played a key role in establishing a North American site, providing training and support for staff outside UK hours due to the time difference.Assisted the head of marketing in collaborating with a creative design and marketing agency.Conducted SEO and keyword research to enhance the company's online presence and improve search engine rankings.Continued to enhance Salesforce functionality, providing deeper insights into sales performance.Led various system integration projects to streamline operations and improve system efficiency.Managed cybersecurity initiatives, ensuring robust protection across all platforms.Collaborated with cross-functional teams to support business growth and technological advancement.Achievements:Successfully led projects for subsidiary companies.Provided crucial support for the establishment of a North American site.Boosted online visibility and search engine rankings.Strengthened company cybersecurity through continuous improvement and updates.

Responsibilities:Assumed responsibility for Salesforce CRM, mastering the platform independently.Developed comprehensive reports and dashboards to provide actionable insights for the sales and marketing teams.Managed CRM accounts, ensuring data integrity and system efficiency.Implemented and managed Lead Forensics to track website traffic and generate leads, integrating it with Salesforce via API.Created and disseminated detailed reports to senior management.Managed the recruitment page, reviewing CVs and coordinating the hiring process.Oversaw the WordPress website, coordinating with a consultant to ensure optimal functionality.Implemented Multi-Factor Authentication (MFA) across Microsoft and Salesforce platforms.Created training guides and procedures for staff on MFA and Salesforce.Achievements:Enhanced Salesforce functionality.Successfully integrated Lead Forensics with Salesforce.Improved website functionality and recruitment efficiency.Strengthened company cybersecurity by implementing MFA.

Responsibilities:Conducted research and feasibility studies for developing an IoT platform tailored to the company's needs.Evaluated and selected suppliers for IoT components, negotiating cost-effective deals.Analyzed existing telecommunication systems to identify inefficiencies and areas for improvement.Collaborated with cross-functional teams to align software development efforts with business objectives.Achievements:Successfully negotiated supplier contracts.Improved telecommunication systems by integrating new solutions.

Glasgow, Scotland, United Kingdom

Responsibilities:Provided exceptional customer service, addressing inquiries and resolving issues related to products and services.Assisted customers with selecting suitable mobile plans and devices based on their needs.Managed billing queries and ensured accurate account information for customers.Processed sales transactions and promoted additional services and products to meet sales targets.Conducted follow-up calls to ensure customer satisfaction and retention.Maintained up-to-date knowledge of product offerings, promotions, and company policies.Coached and supported colleagues dealing with sensitive situations, including threats of suicide.Achievements:Consistently achieved high customer satisfaction scores through excellent service delivery.Exceeded sales targets, contributing to the store's overall performance.Recognized for exceptional problem-solving skills and customer relationship management.Successfully resolved a challenging case involving an irate customer who had fraudulently claimed not to receive multiple phones, recovering five devices by verifying the SIM association with each IMEI.Provided coaching and support to colleagues handling threats of suicide, ensuring a compassionate and professional response.

Greater London, England, United Kingdom

Responsibilities:Fostered strategic partnerships with the front office to enhance operational processes within the EMEA Payments department.Reconciled internal bank accounts against correspondent bank accounts, investigating and resolving discrepancies to ensure accuracy.Managed the processing and release of high-priority manual payment instructions across European branches, ensuring timely and accurate transactions.Liaised with various departments, including the office in San Francisco, to book conversion rates and improve operational efficiency.Ensured compliance with regulatory standards and procedures.Prepared detailed reports on account reconciliations and manual payment processing for senior management, providing insights for decision-making.Achievements:Successfully improved reconciliation processes, reducing discrepancies and enhancing accuracy in financial transactions.Enhanced the timeliness and accuracy of manual payment instructions, contributing to smoother operations and improved client satisfaction.Identified and resolved complex reconciliation issues, leading to improved accuracy in financial reporting and operational efficiency.Contributed to process improvements that streamlined account reconciliation procedures, enhancing overall department performance.

London Area, United Kingdom

Responsibilities:Conducted thorough investigations of customer complaints to reach appropriate, fair, and timely outcomes.Recommended compensation for complaints and communicated decisions to clients or their IFAs.Ensured all complaints were handled within FCA/PRA guidelines.Monitored and evaluated complaints, producing management information (MI) on numbers, types, timescales, outcomes, recommendations, service improvements, and trends.Liaised with various departments to identify areas for improvement and implement changes to reduce the number of complaints.Achievements:Improved customer satisfaction by resolving complaints efficiently and effectively.Developed a comprehensive MI system for tracking and evaluating complaint trends, leading to process improvements.Successfully resolved a complex complaint involving a customer with reading difficulties by navigating legal requirements and addressing the limitations of the infrastructure.Identified and resolved a long-standing issue related to a system glitch, enabling the swift resolution of a miscalculation of interest on a customer's account.

Greater London, England, United Kingdom

Responsibilities:Managed a diverse portfolio of learners, delivering customised training and assessments tailored to individual needs.Developed and delivered training programmes to comply with professional standards and NVQ/framework requirements.Conducted workplace assessments to ensure learners' competencies met NVQ/framework standards.Provided detailed feedback and set action plans for learners to help them build portfolios of evidence and achieve their qualifications.Maintained accurate records of learners' progress and submitted regular reports to the training coordinator.Achievements:Successfully guided numerous learners to achieve their NVQ qualifications.Enhanced the training curriculum based on learner feedback, leading to improved learner outcomes.

Greater London, England, United Kingdom

Responsibilities:Established strong relationships with customers, providing personalised banking solutions, including tailored financial advice and customised loan packages, to enhance satisfaction and loyalty.Developed and executed individual sales strategies that consistently surpassed personal sales targets.Conducted in-depth investigations of complex complaints, utilising problem-solving skills to resolve issues promptly and ensure customer satisfaction.Managed a range of clerical and customer service duties, including payment processing, account management, and compliance with regulatory requirements.Assisted in training new staff members, conducting onboarding sessions, and developing their customer service and sales skills through ongoing mentoring and support.Achievements:Consistently exceeded personal sales targets, achieving 200% of target on average, significantly contributing to the branch's revenue growth.Improved customer satisfaction through effective complaint resolution and personalised service, resulting in positive feedback from clients.

Bachelor'S Degree, Software Development

Higher National Diploma, Computer Science

Higher National Certificate, Computing