Dan Ambrose
Liverpool,Merseyside
Summary
With over a decade of experience in customer care, particularly in financially regulated roles, I have consistently driven success through a meticulous and thoughtful approach. My career includes various managerial positions where I've excelled in enhancing performance and surpassing targets. I am passionate about mentoring colleagues to achieve their personal goals and have a proven track record in doing so. My determination and professionalism enable me to deliver outstanding results and high-quality work. As a high performer, I am eager to bring my expertise and dedication, confident in my ability to exceed expectations and contribute to exceptional outcomes.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work history
Senior Credit Complaints
Shop Direct
Liverpool, Merseyside
2024.05 - Current
- Liaised directly with Financial Ombudsman Service ensuring thorough investigation of high-end complaints
- Conducted detailed reviews of lending disputes to ensure fair resolutions
- Ensured compliance with FCA DISP regulations and regulatory guidelines when completing investigations
- Maintained productivity score of over 90% as well as quality over 95%.
DSAR Handler
Shop Direct Group
Liverpool, Merseyside
2023.03 - 2024.05
- Managed collection and verification of data from Claims Management Company.
- Escalated urgent and complex cases using established procedures
- Enhanced efficiency in handling complaints to comply with regulatory deadlines.
- Specialised in DSAR handling and thorough complaint resolution.
- Oversaw over 30 complaints every week.
Subject Matter Expert
Shop Direct Group
Liverpool, Merseyside
2022.01 - 2023.03
- Resolved customer complaints and queries
- Facilitated team meetings.
- Specialised in escalating serious, risky queries requiring expert knowledge.
- Specialised in offering outstanding colleague support while ensuring superior performance.
- Effectively trained team of 50 on new company systems.
- Directed department-wide adoption of newly introduced company CRM.
Senior Service Advisor
Dixons Carphone
Liverpool, Merseyside
2020.02 - 2022.01
- Provided exceptional customer service, assisting customers with computer-related tasks and device setup.
- Responsible for in-store returns management, minimising losses through careful and attentive handling.
- Led successful launch of new repair inventory management system.
- Reduced wait times with efficient scheduling of service appointments.
Assistant Manager
Carphone Warehouse
Liverpool, Merseyside
2018.04 - 2020.02
- Analysed work processes and executed strategies to meet objectives.
- Implemented monthly incentives to enhance team morale.
- Designed attractive merchandise displays to boost impulse buying and increase revenue.
- Partnered with store manager to draft action plans, leading to successful iPhone X & XS launches resulting in monthly target completed within one weekend.
Assistant Manager
Foot Locker
Liverpool, Merseyside
2017.08 - 2018.04
- Oversaw and coordinated sales team in absence of store manager.
- Handled customer complaints promptly, ensuring professional and successful outcomes.
- Developed cost-effective strategies for stock replenishment and maintaining inventory levels.
- Implemented performance assessments to guarantee operational efficiency and employee responsibility.
- Facilitated recruitment and hiring processes to form enthusiastic, high-achieving teams.
- Contributed to record-breaking Christmas period with sales at 130% above forecast.
Senior Customer Consultant
Carphone Warehouse
Chester, Cheshire
2015.05 - 2017.08
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Established positive relationships with customers by going extra mile to build rapport.
- Led certain staff meetings to discuss new developments.
Assistant Manager
Grainger Games
Ellesmere Port, Cheshire
2011.09 - 2015.05
- Spearheaded successful launch of 'Trade Nation'.
- Liaised with HR and store manager to forecast rotas to maximize profits based on expected footfall.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Consistently boosted product sales by 40% year-on-year.
- Executed product launches with success rate of 37% above projections for PlayStation 4 and Xbox One.
Education
NVQ Level 2 - Catering & Hospitality
DeVere Academy of Hospitality
Liverpool 2011.05 - 2011.08
A-Levels - Sports Science & Professional Football Coaching
Liverpool Community College
Liverpool 2010.09 - 2011.04
GCSEs - GCSE
Gateacre Comprehensive School
Liverpool 2005.09 - 2010.05
Skills
- Data Entry
- Complaint Resolution
- Account Management
- Strategic Sales Knowledge
- Risk Management
- Autonomous
- Financial Conduct Authority (FCA) regulatory requirements
- Awareness of Ombudsman Services
- Lending Policies and Processes
Additional Information
- Eligible to work in the UK: Yes
Timeline
Senior Credit Complaints
Shop Direct
2024.05 - Current
DSAR Handler
Shop Direct Group
2023.03 - 2024.05
Subject Matter Expert
Shop Direct Group
2022.01 - 2023.03
Senior Service Advisor
Dixons Carphone
2020.02 - 2022.01
Assistant Manager
Carphone Warehouse
2018.04 - 2020.02
Assistant Manager
Foot Locker
2017.08 - 2018.04
Senior Customer Consultant
Carphone Warehouse
2015.05 - 2017.08
Assistant Manager
Grainger Games
2011.09 - 2015.05
NVQ Level 2 - Catering & Hospitality
DeVere Academy of Hospitality
2011.05 - 2011.08
A-Levels - Sports Science & Professional Football Coaching
Liverpool Community College
2010.09 - 2011.04
GCSEs - GCSE
Gateacre Comprehensive School
2005.09 - 2010.05