David Burgess
Sheffield
Summary
A results-orientated customer service and sales senior operations manager with strong leadership and management skills in a complex, matrixed environment. Excellent communication and interpersonal skills to work with cross-functional teams. Financial acumen and experience managing budgets and driving cost-effective operations. Experience in performance management and talent development. Ability to drive operational improvements and implement best practices.
Overview
21
21
years of professional experience
Work History
Head of Operations
Concentrix BPO
Sheffield
01.2020 - 11.2024
- Oversee day-to-day operations and client engagement to ensure smooth service delivery whilst monitor performance metrics to ensure service quality, productivity, and efficiency standards are met Identify and resolve operational issues to maintain optimal performance
- Manage the budget, ensuring cost-effective operations and resource allocation
- Implement best practices and innovation in service delivery to drive improvements
- Lead and motivate operations team to ensure performance targets are met
- Foster culture of growth and development, ensuring the team receives necessary training and opportunities for professional development
- Identify and address talent gaps, succession planning, and development needs
- Promote a positive and inclusive work culture that aligns with organizational values
- Encourage teamwork, accountability, and open communication within operations and across teams
General Manager
Dixons Carphone Group
Sheffield
04.2015 - 01.2020
- Strategic lead for all multi-channel customer service support operations, incorporating social media, telephony, web chat, correspondence and sales activity
- Manage department of 230 FTE, ensuring high levels of performance through effective leadership, line management of supervisors, coaching and mentoring
- Lead on culture of engagement and performance, promoting social responsibility and personal development, raising over £175k in 5 years for charities and community programs
- Oversaw implementation of new business model to support operations, utilising agile methodology to ensure delivery to time, budget and quality expectations
Head of Operations - Sales
Dixons Group
Sheffield
05.2010 - 03.2015
- Promoted to head office based strategic role, overseeing all operational activity across Telesales, B2B sales and retention, with yearly sales figures of £110m
- Oversaw budget for 320 FTE worth c
- £4m, allocating resources in line with lean working practices to maximise efficiency and cost control
- Managed all ‘Voice of the Customer’ feedback data analysis, identified strategies and road map to improve customer satisfaction and retention rates, and drive revenue streams across wider business
- Project managed implementation of online journeys, enabling product support contracts to be added to orders, driving 12% conversion rate and additional £3.1m revenue in first year
Senior Development Manager
DSG International PLC
Sheffield
11.2008 - 05.2010
- Project lead on Contact Centre development programme, identifying system, process and culture opportunities to drive efficiencies and improved service levels
- Utilised Lean Six Sigma methodology to establish and deliver added value service proposition, resulting in significant increase in revenue growth
- Oversaw design, development and delivery of new reward and recognition programme, leading to improved staff engagement and retention
- Successfully led on culture change project, integrating all Contact Centre operations with DSGi’s core values, vision and strategy following merger
- Managed all system and process improvement activity, enabling increased sales and service communications effectiveness across all customer contact routes
Operations Manager
DSG International PLC
Sheffield
01.2006 - 01.2008
Various Retail Management and Team Leader Roles
DSG International PLC
Sheffield
01.2004 - 01.2006
Education
BTEC NATIONAL - Dip. Hotel Management & Front Office Practice
IOW College of Arts & Technology
Isle of Wight HIGH-PERFORMANCE LEADING PROGRAMME - Managing Peak Performance, Performance Coaching, Performance Leadership, Finance & Budget Planning, Workflow Management, Performance Management, Lean Six Sigma
Lane 4 Consultants
Skills
- Customer Service Strategy
- Project Management
- Business Process Improvement
- Team Leadership
- Strategic decision making
- Regulatory Compliance
- Business Planning
- Risk Management
- Business Analysis
- BPO
- Financial acumen
- Culture building
- Lean management principles
Accomplishments
- Increased Staff Satisfaction by 22%: Implemented a new operational model that led to a significant boost in employee satisfaction, generating a £260k benefit for the business.
- Reduced Staff Attrition: Successfully reduced staff turnover for employees with over 6 months of service, from 33% to 12%, and ultimately down to 7%.
- Enhanced Productivity and Engagement: Achieved an under 3% staff absence rate and a 1.2% increase in staff engagement per period, delivering £125k annual cost savings through productivity gains.
- Revenue Growth in Sales: Led the charge as Head of Operations – Sales, generating an additional £1.1 million in revenue by attaching product support contracts to online orders.
- Improved Customer Satisfaction: Elevated customer satisfaction scores from 5 to 7.5 through targeted staff training and operational adjustments.
- Cost Savings Through Operational Efficiency: Reduced handling costs by £250k per annum by introducing an IVR system that rerouted over 600k contacts, minimizing inefficiencies.
Custom
- Intensive international travel including Australia, Canada, USA, Thailand, Europe
- Keen student of charcuterie methods
- Wild foraging for ingredients to distill into liqueurs
Timeline
Head of Operations
Concentrix BPO
01.2020 - 11.2024
General Manager
Dixons Carphone Group
04.2015 - 01.2020
Head of Operations - Sales
Dixons Group
05.2010 - 03.2015
Senior Development Manager
DSG International PLC
11.2008 - 05.2010
Operations Manager
DSG International PLC
01.2006 - 01.2008
Various Retail Management and Team Leader Roles
DSG International PLC
01.2004 - 01.2006
BTEC NATIONAL - Dip. Hotel Management & Front Office Practice
IOW College of Arts & Technology
HIGH-PERFORMANCE LEADING PROGRAMME - Managing Peak Performance, Performance Coaching, Performance Leadership, Finance & Budget Planning, Workflow Management, Performance Management, Lean Six Sigma
Lane 4 Consultants
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