Darren Pollard
London,United Kingdom
Summary
Driven professional with extensive expertise in customer support and success, risk and compliance, and leadership and management. Proven track record in enhancing client relations through effective CRM management, issue resolution, and CSAT improvement. Skilled in regulatory compliance, fraud prevention, and quality control within the financial sector. Demonstrates strong leadership abilities in team recruitment, training, and performance management. Adept at process mapping, project coordination, and cross-functional collaboration to drive process improvements. Utilises analytical skills for data analysis, problem-solving, and systems integration to ensure data accuracy. Excellent communicator with proficiency in stakeholder management and report writing.
Overview
12
12
years of professional experience
Work history
Integrations & Support Manager
Vyne Technologies
London
10.2024 - 04.2025
- In addition to the Client Support Role below, I took on the added responsibility for all new customer onboarding and integration tasks, this included taking new clients from pre-contract conversations right through to going live.
- Collaborated cross-functionally with Sales, Product, and Engineering teams to define and technically validate the integration requirements for new partners and clients.
- Carried out regular testing and validation of our integrated solutions in UAT and Production environments, ensuring data accuracy and system stability. This included web browser, Android and iOS applications.
- In collaboration with our Product and Engineering teams, investigated, diagnosed, and resolved integration-related issues, whilst ensuring timely updates and resolutions are provided to the clients.
Client Support Manager
Vyne Technologies
London
10.2023 - 10.2024
- Delivered best-in-class customer support for a B2B SaaS product, maintaining an average response time of under 2 hours and a 90%+ customer satisfaction score (CSAT) via email (Zendesk and Hubspot).
- Acted as the 'voice of Customer Support' by actively participating in weekly company meetings and engaging with merchant partners to address processes.
- Identified and documented user feedback and bugs, collaborating with Product/Developers by providing detailed information and screenshots for review.
- Developed and implemented new process guides and knowledge base articles, ensuring effective communication of system updates and features to relevant stakeholders.
Customer Support Team Lead - UK
Laybuy
London
08.2019 - 08.2023
- Successfully grew and managed a UK customer support team from 2 to 12 members, including a sub-lead and subject matter specialists.
- Directed all aspects of the recruitment process, from CV and phone screenings to interviews and reference checks.
- Developed and delivered comprehensive training programs and ongoing support for new hires, ensuring full product comprehension and effective customer support delivery.
- Managed team rosters to optimize capacity and meet expected incoming contact volumes.
- Consistently met and exceeded key performance indicators (KPIs), including a first response time within 12 hours, full resolution within 24-48 hours, and 85%+ customer satisfaction.
KYC Quality Control Analyst
Tide Business Banking
London
01.2019 - 05.2019
- Conducted independent quality control within the KYC framework, ensuring compliance with risk appetite and regulatory requirements.
- Maintained strict regulatory compliance for KYC processing in both On-boarding and Review processes.
- Identified and rectified process errors, actively working to reduce regulatory and reputational risk.
- Reported key metrics and findings to the MLRO and Head of KYC, providing recommendations for process improvement.
Senior KYC/On-boarding Analyst
Tide Business Banking
London
07.2018 - 12.2018
- Led the KYC team in an interim capacity, ensuring SLA adherence and acting as the primary point of contact for internal and external queries.
- Designed and implemented a comprehensive training program for new starters, facilitating timely professional development.
- Pioneered changes to the limit increase procedure, streamlining the process and improving customer communication.
KYC/On-boarding Analyst
Tide Business Banking
London
11.2017 - 07.2018
- Performed cross-platform research and enhanced due diligence, preparing client-specific KYC case files.
- Utilized PEP/Sanction reports, CIFAS, RDC, and Companies House databases to ensure compliance with FCA regulations and internal policies.
Member Support Agent
Tide Business Banking
London
09.2017 - 11.2017
- Provided timely resolution to customer queries, ranging from FAQs to investigations of missing funds and fraudulent activity.
- Liaised directly with internal teams to thoroughly understand and resolve complex issues.
Mortgage Credit Assessor/Underwriter
Westpac Banking Corporation
Adelaide
08.2013 - 08.2016
- Assessed and processed residential mortgage loan applications, ensuring compliance with Credit Policy and Lending Authority Guidelines.
- Analyzed financial and non-financial documents, determining mortgage qualification.
- Provided detailed written summary reports to brokers and customers.
Education
Bachelor of Commerce - Accounting
University of South Australia
AdelaideHigh School Diploma - NCEA Level 1, 2 & 3
Howick College
AucklandSkills
- Customer Support & Success: Zendesk/Hubspot, Customer Onboarding, Technical Support, Client Relations, Issue Resolution, CRM Management, SLA Management, CSAT Improvement
- Risk & Compliance: KYC/AML, Due Diligence, Regulatory Compliance (FCA), Quality Control, Fraud Prevention
- Leadership & Management: Team Leadership, Recruitment, Training & Development, Performance Management, Process Improvement, Mentoring
- Project & Process Management: Process Mapping, Documentation, Cross-functional Collaboration, Project Coordination
- Analytical & Technical: Data Analysis, Problem-Solving, Critical Thinking, UAT & Production Testing, Systems Integration, Data Accuracy
- Communication: Written & Verbal Communication, Stakeholder Management, Report Writing, Active Listening
References
References available upon request.
Timeline
Integrations & Support Manager
Vyne Technologies
10.2024 - 04.2025
Client Support Manager
Vyne Technologies
10.2023 - 10.2024
Customer Support Team Lead - UK
Laybuy
08.2019 - 08.2023
KYC Quality Control Analyst
Tide Business Banking
01.2019 - 05.2019
Senior KYC/On-boarding Analyst
Tide Business Banking
07.2018 - 12.2018
KYC/On-boarding Analyst
Tide Business Banking
11.2017 - 07.2018
Member Support Agent
Tide Business Banking
09.2017 - 11.2017
Mortgage Credit Assessor/Underwriter
Westpac Banking Corporation
08.2013 - 08.2016
Bachelor of Commerce - Accounting
University of South Australia
High School Diploma - NCEA Level 1, 2 & 3
Howick College
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