Neil Agate Email & Phone Number

Widnes, Gb

Runcorn, England, United Kingdom

Runcorn, Cheshire, United Kingdom

Driving an ethos of continuous improvement across all areas of the merseyflow operation. Utilising Lean Six Sigma methodology and tools to identify and remove / reduce waste and variation throughout business processes, improving both the customer experience and efficiency of the operation.Leading Kaizen events to highlight the improvements and facilitating lasting and measurable change to systems and processes using DMAIC.

Runcorn, Cheshire, United Kingdom

Successfully recruiting and training staff whilst testing and continually improving systems and processes leading to the successful establishment of the Image Review function for emovis Operations Mersey the appointed free flow tolling operator, under the brand merseyflow, for the newly opened Mersey Gateway crossing in Halton, Cheshire. The Image Review function is tasked with efficiently and accurately processing vehicle imaging in a timely and professional manner to ensure the smooth running of the merseyflow operation for customers and road users alike.

Warrington, United Kingdom

Warrington, United Kingdom

Managing various operational work-streams and teams within a major remediation project on both the business and personal loan books in relation to the Consumer Credit Act. Managing and co-ordinating workloads and staff as well as focusing on process improvement, management information and ensuring all project targets and deadlines were achieved.

Widnes

Responsible for managing the MI Function within the Financial Services Operations Team.Ensuring the delivery of accurate and relevant information and analysis in a consistent, professional and timely manner to key decision makers throughout the business.Scheduling daily, weekly and monthly reports.Developing and implementing MI to meet the evolving reporting requirements of stakeholders throughout the business.Reviewing MI reporting processes and implementing process improvements to ensure the optimal use of systems and the available data.Reviewing all data concerning service delivery and identifying, investigating and explaining trends and anomalies.Conducting ad-hoc analysis to aid the improvement of business processes and provide solutions to challenges faced by the business.Responsible for complaint and quality reporting for the store card operation, including the management and structure of the complaint database and modelling the requirements of the sales monitoring and quality teams. Ensuring the business was able to provide accurate and relevant data for regulatory compliance and 'Treating The Customer Fairly'.

Widnes

Providing a range of reporting & analysis from across the Financial Services operation and taking responsibility for the Management Information function within the Service Delivery Team. This Included telephony performance reporting, PPI sales reporting, PPI quality reporting and PPI complaint reporting as well as a range of reporting from the CRM system with a focus on the delivery of service and the customer journey.

Widnes

Working for both the Retail (Argos Direct) and Financial Services (Argos Personal Loans) sides of the business I was responsible for customer service, sales and complaint handling staff.Conducting regular one to ones and performance appraisals.Motivating staff to achieve and exceed key performance indicators.Managing escalated customer enquiries and complaints.Minimising absence and attrition within the call centre operation.

Stoke-On-Trent, United Kingdom

Conducting coaching sessions with call centre advisers in order to improve both individual and overall performance.

Stoke-On-Trent, United Kingdom

Managing & resolving escalated complaints received either directly from the customer or via third parties such as regulators, solicitors etc.

Stoke-On-Trent, United Kingdom

Responsible for answering inbound customer service calls from customers.

Widnes

Processing customer orders, answering customer enquiries, managing customer accounts and resolving customer complaints.