Chris Palmer
Huddersfield
Summary
Operations Manager with extensive experience leading teams and delivering high-quality service against strict performance targets. Skilled in stakeholder communication, operational improvement, and workforce management to drive efficiency and customer satisfaction. Seeking to leverage operational leadership and client engagement experience in an Account Management role.
Overview
13
13
years of professional experience
Work history
Operations Manager - Claims Notification
FMG
2024.04 - Current
- Lead and develop operational teams, building strong formal and informal relationships while effectively managing internal stakeholders to maintain high performance and engagement.
- Monitor and drive key service delivery KPIs, including Call Response Rate and Net Promoter Score.
- Manage workforce planning, overtime spend and operational budgets, demonstrating strong commercial awareness while improving efficiency and controlling costs.
- Identify operational risks and implement mitigation strategies, ensuring service continuity and stability during periods of disruption.
- Support client relationships and new business onboarding, delivering operational overviews during client visits and coordinating the successful implementation of new accounts.
Team Leader - Rapid Response
FMG
2016.02 - 2024.04
- Managing a 24/7 call centre.
- Leading and empowering team members to manage day to day activities whilst focusing on operational targets.
- First point of contact for team members and key stakeholders.
Customer Service Representative - Rapid Response
FMG
2015.09 - 2016.02
- First point of contact for new breakdown and recovery incidents. Although a short tenure, this provided vital experience to understood what it took to run the business day to day.
Client Service Delivery Executive
FMG
2014.05 - 2015.09
- Acted as first point of contact for Fleet Managers.
- Using a variety of techniques to resolve complaints and queries.
- Providing daily, monthly and yearly reports to customers.
- Developing and maintaining relationships internal and external.
- Identifying ways to increase revenue and reduce direct costs.
Customer Service Representative - Fleet Incident Management
FMG
2012.11 - 2014.05
- First point of contact for new and existing incidents.
Education
Accounting and Finance
Lancaster University
4 A levels including an A in Maths and History
Greenhead College
9 GCSE's. A in Maths and English
Salendine Nook High School
NVQ Level 3 - Management and Leadership
Skills
- Stakeholder Management
- Service Delivery
- KPI Management
- Client Relations
- Budget Management
- Commercial Awareness
Personal Interests
Football, Cricket, Grade 8 Euphonium
Timeline
Operations Manager - Claims Notification
FMG
2024.04 - Current
Team Leader - Rapid Response
FMG
2016.02 - 2024.04
Customer Service Representative - Rapid Response
FMG
2015.09 - 2016.02
Client Service Delivery Executive
FMG
2014.05 - 2015.09
Customer Service Representative - Fleet Incident Management
FMG
2012.11 - 2014.05
NVQ Level 3 - Management and Leadership
Accounting and Finance
Lancaster University
4 A levels including an A in Maths and History
Greenhead College
9 GCSE's. A in Maths and English
Salendine Nook High School