Nathan Lunt Email & Phone Number

Douglas, Im

Douglas, Isle Of Man

Digital Isle of Man is responsible for the thriving Digital sector in the Isle of Man, spanning the Island’s international e-Gaming industry, successful digital economy, and innovative digital media sector. Digital Isle of Man works with Government, private industry and key associations to create the right environment for the sector to flourish.

Douglas, Isle Of Man

Douglas, Isle Of Man

plan.com is the UK's fastest-growing business communications provider.They are technology-led and invest heavily in their award-winning online portal, which their partners use to generate quotes, close deals and manage customers.After successfully implementing a quality assurance department, I received a promotion to Service Team Lead. In this role, I was responsible for the operational management of 20 employees across four departments (Complaints, Customer Service, Quality Assurance, and Training) throughout the Isle of Man and the United Kingdom. As the fastest-growing business communications provider, no two days were the same. My responsibilities included but were not limited to:- B2B support and CRM.- Working closely with Credit Control colleagues on risk management.- Data analysis to identify in house workflow inefficiencies.- Managing and developing team performance against productivity metrics and targets, pulling performance data to inform decision making. - Encouraging and supporting personal and professional development. - Providing regular, concise reporting to senior management weekly.- Managing team conflicts and maintaining motivation.- Creating and implementing incentives to increase employee morale and engagement.- HR duties (recruitment, performance reviews, coaching, disciplinaries/ dismissals).- Logging, analysis, processing/ follow-up (making sure customer requests are processed, tracked and completed in an efficient and timely manner).- Implementing and considering ways of developing processes and policies.- Developing and maintaining close relations with clients, business partners and colleagues.- Monitoring, addressing and boosting social media reviews.- Registered First Aider.

Douglas, Isle Of Man

After identifying a business need for a quality assurance function, I prepared and presented a business case directly to the CEO. I lead the project and successfully implemented a new department within the organisation. I worked closely with the development team to design, build and implement a quality assurance monitoring portal. I was responsible for the design and implementation of the policies and procedures of the new department. After successfully launching the portal, I implemented a coaching strategy for Service Executives, fed from QA gathered data resulting in substantial service improvements. I later extended the department from Customer Services to other teams across the business (Credit Control, Sales, VOIP/ Broadband).The success of the quality assurance function had a huge improvement in customers satisfaction, customers retention and employees engagement in personal and professional development.

Douglas, Isle Of Man

As a Customer Service Executive, I was responsible for providing first-class customer support and driving sales by providing expert product knowledge. I developed strong relations with customers and business partners.

Isle Of Man

Tynwald Mills was established over 30 years ago and is the only department store on the Isle of Man. Incorporating a historical mill and bringing many brands together under one roof, they are renowned for their ability to evolve and provide a great shopping experience. As a Sales Adviser, I was responsible for maintaining the highest standards of customer care and building relationships with new and existing customers. I aimed to drive sales by providing expert product knowledge on the variety of products sold within the store.

Level 3 Extended Diploma, Business

Gcse’S

Prince2 Foundation And Practitioner