Summary
Overview
Work history
Education
Skills
Additional Information
Timeline
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David Blunt

Birmingham

Summary

Accomplished professional with expertise in client communication, project leadership, and client relationship management. Demonstrated proficiency in time-management and key account management, driving successful cross-sell strategies. Committed to leveraging skills to enhance client satisfaction and achieve organisational goals.

Overview

23
23
years of professional experience

Work history

Client Relationship Manager

Equiniti
01.2019 - Current
  • I am responsible for looking after a portfolio of clients and to maintain the excellent relationship and help manage their yearly tasks for their executive share awards that they grant to their employees
  • My job is to plan and to deliver the main task for each client so vesting, award comms are issued on time and that our online portals are all set up correctly for them to be able to log in and manage their awards
  • I am the first point of contact for my clients to raise
  • David Blunt - page 2any concerns or if have any questions they need answering.

Team Lead

12.2013 - 12.2018
  • I am responsible for looking after our digital support team who deal with emails from customers about any problems they are having with our website shareview or our employee portal, my team would look at the problem and try and email them back with a work around or would then raise it with our IT department
  • On a daily basic I have to get stats for each item of work my team have completed that day and report to the contact centre manager
  • I deal with aboutdifferent email in boxes for different clients and have to report the stats on each client
  • I also look after our Twitter account and also deal with web chat that we offer our customers
  • I am the sole manager of our incoming calls to do with Global Nominee and Executive clients, my team are the only ones who deal with this on the contact centre, with the Global Nominee & Executive I have already built a great relationship with Client Relationship
  • Managers for other clients and I receive emails from them directly to look into employee's issues.

Team Lead

01.2012 - 12.2013
  • Responsible for looking after 19 agents and to manage them on a daily basis, make sure they reach their targets and offer good customer service on each call
  • Offer my support to them for any issues they have or questions
  • My team handle a wide range of incoming products on different products i.e
  • NOW Pensions, LBG Pensions
  • TSB Pensions
  • Flexible benefits, employee benefit solutions so I have to be up to date with all product knowledge to be able to manage my team
  • I send round to my team every day the stats from the day before and every month I hold a 121 and set reasonable targets for them to meet in the month.

Lead Representative

12.2010 - 01.2012
  • Responsible for being 1st point of contact for agents to ask questions, was my Team Leaders deputy and would take on Team Leader duties when my Team Leader was not at work, would also take complain calls and also send out
  • David Blunt - page 1stats for the agents on a daily basis to let them know how they are performing.

09.2008 - 12.2010
  • Responsible for taking complain calls from share holders who were not happy with the service received or if we had made an error, I would take ownership of the call and sort the matter out myself and call the share holder back to inform them that it has been sorted
  • When I was on the team I stopped a lot of complaints turning into formal complaints, at the time I followed the FSA rules in dealing with complaints at first point of contact, as long as the customer went away happy.

Call Center Representative

Lloyds TSB Registrars
04.2002 - 09.2008
  • Years 6 months) ensuring key performance indicators are met and exceeded
  • Customer Service Skills
  • Currently work in a busy Contact Centre within the Finacial Services Idustry which a large variety of incoming calls, Core Registration, ESP, Brokers Helpline, ISA, SCISA, Pensions, Flexible Benefits, Global
  • Nominee &
  • Executive and Complains
  • Demonstrate continual excellent customer service skills with consistent call observations scores of over 90% on a monthly basis
  • Selected as a buddy for new trainees on a regular basis, due to my excellent customer service skills and good knowledge of a variety of skillsets
  • Worked on the Customer Support Team on a regular basis helping to resolve customer complaints
  • Handle Pension calls for Lloyds Banking Group, TSB and NOW Pensions.; Responsible for taking incoming calls in to the centre
  • I make sure that I continually provide excellent customer service at all time throughout the day
  • I also buddy with new and existing staff on a regular basis and act as a mentor, setting the standard that our organisation is an excellent service provider to our clients and their shareholders

Education

Administration

Skills

  • Client communication
  • Project leadership
  • Client Relationship Management
  • Time-management
  • Key account management
  • Cross-sell strategies

Additional Information

  • linkedin.com/in/david-blunt-775875199

Timeline

Client Relationship Manager

Equiniti
01.2019 - Current

Team Lead

12.2013 - 12.2018

Team Lead

01.2012 - 12.2013

Lead Representative

12.2010 - 01.2012

09.2008 - 12.2010

Call Center Representative

Lloyds TSB Registrars
04.2002 - 09.2008

Administration

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David Blunt