David Binning
Newport
Summary
Accomplished professional with extensive expertise in project coordination, service desk management, and client relationship management. Demonstrates exceptional skills in professional networking, resourcefulness, and IT infrastructure understanding. Adept at technical communication, compliance monitoring, and quality assurance techniques. Proven track record in change implementation, innovation management, and project leadership. Skilled in complaint handling procedures, interpersonal savvy, and staff recruitment and retention. Strong business acumen with high stress tolerance and technical support knowledge. Proficient in computer literacy, effective communication, product knowledge, service desk management, customer service excellence, public speaking, and CRM platforms. Known for a proactive approach to conflict resolution and service level agreement management. Exhibits a positive attitude with excellent stress management and crisis resolution capabilities. Recognised as a natural leader with a commitment to achieving organisational goals through strategic planning and execution.
Overview
19
19
years of professional experience
Work history
Application Management Service Manager
Zellis
Bristol
06.2023 - 11.2024
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Developed an efficient workflow to reduce service downtime.
- Led and inspired team of 8 to uphold brand standards and demonstrate professionalism.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Managed customer complaints for improved business reputation.
- Identified service gaps, developing plans to strengthen or expand offerings.
- Fostered strong relationships with clients through excellent customer service skills.
- Improved response times, resulting in higher client satisfaction rates.
- Spearheaded initiatives towards achieving company targets, leading to consistent growth year after year.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
- Managing team across multiple locations in UK and India
Principal product support manager
Zellis
Bristol
05.2015 - 06.2023
- Collaborated with development team to improve product features.
- Sought new business connections to broaden research opportunities.
- Implemented feedback system for continuous product improvement.
- Streamlined support process for improved customer satisfaction.
- Advised clients on best practices for using various products effectively.
- Managed strategic research projects and communicated findings to stakeholders.
- Cultivated a positive work environment, reducing staff turnover rate.
- Handled escalated complaints, improving customer experience dramatically.
- Led regular meetings to discuss product updates and strategies.
- Trained staff, resulting in better communication with customers.
- Shared group research at conventions, seminars and conferences as official presenter.
- Created a FAQ section on the company website, reducing volume of basic enquiries significantly.
- Resolved complex issues with in-depth product knowledge.
- Worked closely with technical team to understand software updates thoroughly.
- Managed team across 6 different sites in UK, Ireland and India
- Successfully created a 'one team' approach , managing a team of 16.
- Act as 'the voice of the customer' and work closely with the engineering teams to plan roadmaps, product release strategies and ensure close loop feedback
Payroll manager
Monmouthshire county Council
Cwmbran
11.2005 - 05.2014
- Maintained accurate payroll records in [Software], conducting correct and timely processing of payroll updates, including new hires, terminations, [Type] and [Type].
- Led high-performing teams and developed organisational leadership capacity.
- Assisted finance team with month-end closure activities whilst maintaining high standard in routine tasks.
- Created succession plans and promotion paths for staff.
- Coordinated end-of-year tasks including issuance of P60s to all employees on time.
- Ensured accurate processing of employee salaries by meticulous attention to detail in data entry.
- Managed PAYE deductions and transmitted payroll details to HMRC efficiently.
- Wrote and maintained employee handbook covering company policies and mission statement.
- Facilitated new hire on-boarding programme by scheduling training initiatives, resolving issues and processing paperwork.
- Educated line managers on policy and process changes for implementation.
- Collaborated with HR department to streamline employee data.
- Leveraged strong mathematical abilities for precise, accurate payroll calculations.
- Reviewed established payroll processes, identifying improvement opportunities that led to 35% efficiency increase and creating a 95% paperless environment
- Prepared monthly reports for senior management highlighting any significant variances or issues relating to the payroll budget.
- Handled challenging situations with sensitivity and understanding.
Education
A-Levels - Maths, business studies, physical education
St julians comprehensive
NewportDiploma in payroll management - Payroll
CIPP
London06.2007
Skills
- Professional networking
- Project coordination
- Financial Forecasting
- Client Relationship Management
- Resourcefulness
- IT infrastructure understanding
- Technical communication
- Compliance monitoring
- Quality assurance techniques
- Change implementation
- Innovation management
- Project leadership
- Complaint handling procedures
- Interpersonal savvy
- Staff recruitment and retention
- Business acumen
- Stress tolerance
- Technical support knowledge
- Computer literacy
- Effective communication
- Product knowledge
- Service desk management
- Customer service excellence
- Public speaking
- Knowledge of crm platforms
- Proactive approach
- Conflict Resolution
- Service level agreement management
- Positive attitude
- Stress management
- Crisis resolution
- Natural leader
Timeline
Application Management Service Manager
Zellis
06.2023 - 11.2024
Principal product support manager
Zellis
05.2015 - 06.2023
Payroll manager
Monmouthshire county Council
11.2005 - 05.2014
A-Levels - Maths, business studies, physical education
St julians comprehensive
Diploma in payroll management - Payroll
CIPP
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