Business Relationship Manager @ From June 2015 to October 2015 (5 months) Doncaster, United KingdomContact Centre Manager @ Sensible Home Finance is an award winning brokerage offering mortgage, loan and protection products to the UK market. We understand that time is precious, so we take the stress and hassle from our customers by sourcing and arranging financial services products on their behalf. We work with a market-leading panel of providers to present our customers the most suitable product for their personal circumstances. Free, no obligation financial health checks, delivered by our team of qualified advisors, offer our customers real benefit and world-class customer service. From April 2015 to August 2015 (5 months) Secured Sales Manager @ From March 2014 to February 2015 (1 year) Intraday Delivery Regional Team Leader @ • Remote management of site based Intraday Delivery Teams to deliver the Direct Line Groups Resource & Planning strategy at a local level. • Stakeholder management with regular communications to Senior Managers giving them up to date and relevant information regarding their individual sites. • Regular contact with Planning Teams and Real Time Management to support the delivery of key national messages to front line staff. • Providing key recommendations to senior managers based on call performance data to open additional overtime hours to help support high customer demand. • Delivery of training to new business recruits to help them understand how key performance metrics such as productivity, compliance and adherence are to our business and customers. • Development of direct reports to increase own performance within the role. From April 2013 to March 2014 (1 year) Operations Analyst @ • Working closely with my Director to produce and analyse data to help key stakeholders improve on their key performance indicators. • Making significant improvements through the production of reports for senior management on absence, customer conversation time, and overall shrinkage. • Facilitating weekly meetings with Senior Managers discussing shortfalls in performance and supporting action plans to help drive improvements within their sites. • Setting and working towards tight deadlines. • Working as part of a Project Team that has successfully designed and implemented a new tool to help the business better understand and manage it’s off the phone shrinkage. • Facilitated yearly business conference to over 1000 employees. From March 2012 to April 2013 (1 year 2 months) Doncaster, United KingdomIntraday Team Leader @ • Working closely with my key stakeholders to set out a clear strategy to improve productivity and cost savings. • Co-ordinating strategic and tactical operational plans that have delivered an overall increase of 7% to the sites productivity. • Developing and producing accurate and timely reports to help identify risks and issues. • Influencing the Doncaster Management Team to deliver business-leading performance through attendance of daily buzz meetings providing them with key data regarding their departmental performance. • Leading and inspiring the Support Team to focus on maximising performance, meeting the needs of customer, colleagues and shareholders. • Facilitate the roll out of the shift optimisation programme to over 600 site employees. From November 2009 to March 2012 (2 years 5 months) Doncaster, United KingdomMotor Insurance Claims Team Leader @ • Motivating and inspiring my team to achieve department service level agreements. • Increasing team’s effectiveness by 20% through people management, coaching and taking risk in to consideration. • Meeting deadlines and managing time effectively, whilst remaining self motivated to achieve key performance metrics. • Delivering coaching to my team to help them develop key skills using GROW coaching model and setting SMART objectives. • Conduct weekly 121 sessions with team to discuss performance. From November 2008 to November 2009 (1 year 1 month) Doncaster, United KingdomLearning & Development Trainer @ • Delivery of internal induction courses to new inductees. • Delivered be-spoke cross training to senior managers nationally. • Delivered client specific training for BWM and Tesco clients. • Increased knowledge of insurance products and systems. • Improved communication and influencing skills. • Flexibility and knowledge lead to training across RBS sites nationally. • Utilised interpersonal skills to create contacts network across the business. • Delivery of key soft skill modules to improve customer experience. • Selected to deliver vital cross training nationally. • Designed and implemented training plans to meet increased recruitment drive within the call centre. From August 2005 to November 2008 (3 years 4 months) Doncaster, United Kingdom

., . @ . From 2001 to 2001 Dan Jarvis is skilled in: Call Centers, Time Management, Stakeholder Management, Performance Management, Microsoft Excel, Data Analysis, Motivated self-starter, People Skills, PowerPoint, Microsoft Word, Face to Face Presentations, Communication Skills, Learning & Development, Customer Satisfaction, Contact Centers