Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Certification
Timeline
Generic

David Crane

KIDDERMINSTER,Worcestershire

Summary

Accomplished professional with extensive expertise in people management and a strong customer-focused approach. Demonstrates exceptional attention to detail and the ability to multitask effectively. Proficient in various I.T systems, including CRM platforms, MAPS, and Microsoft products. Committed to leveraging skills to drive organisational success and enhance customer satisfaction.

Overview

16
16
years of professional experience
11
11
years of post-secondary education
1
1
Certification

Work History

Jewellery Workshop Manager

Signet Jewellers
Birmingham
11.2017 - 10.2024
  • The Birmingham Service Centre (BSC) is at the heart of Signet's strategic aim to own as much of its repair business as possible
  • Being scalable enough to respond to surge and growth requirements as well as agile enough to respond to individual customer and store needs, it continues to contribute directly to Signet's sales and service requirements by managing workflow from internal as well as external repair channels
  • Within my role I report directly to the Repair Operations Manager, the role delivers a customer centric service in a workshop environment
  • To deliver this service I need to co-ordinate with internal and external functions to support the store, customer and client needs, including involvement and interaction with internal functions such as Finance, HR and Logistics as well as external suppliers
  • Decision making and investigation skills are needed to manage query escalations, and I am required to effectively communicate customer and store specific service needs to the team whilst measuring performance/adherence to customer and business requirements, with a view to adequately resolving enquiries, complaints or challenges raised
  • The role I hold is to maintain production performance in line with business expectations through teamworking, coaching and guiding a team whilst focusing on a quality driven, accurate and efficient service
  • I work with other management, in the role I drive consistency across the BSC and associated departments, and am also expected to contribute ideas that deliver improvements in service and to foster a climate of continuous improvement within my own team.

Insurance Validation Manager

Signet Jewellers
Birmingham
09.2008 - 11.2017
  • My role delivered a bespoke jewellery and watch claim management service to our insurance clients and their policyholders in a controlled and owned environment
  • To deliver this service I needed to co-ordinate with internal and external functions to support the case management needs of the client, and will involve interaction and involvement with client teams and customers via a number of different mediums
  • Decision making and investigation skills were needed to manage query escalations
  • The role also required presentation and promotion of client specific service needs to the team and measure case handlers on quality, performance and adherence to customer needs with a view to ultimately settling the claim to the policyholder's satisfaction
  • Responsibilities: Manage the fraud investigation approach from generation through to report submission and client engagement, Manage the relationship between our third-party settlement providers and the internal teams, Manage Corporate Client queues to maintain adherence to agreed service levels, To continuously develop and deliver insight and awareness of client specific service needs relating to the required customer journey, Coach case handlers regarding service, process needs, customer and client requirements and technical jewellery and watch knowledge, as well as managing team specific legislative requirements to maintain compliance, Support line management with the design and delivery of training materials developed to focus on promoting client awareness and understanding, Act as first line escalation for client operational needs (complaint management, fraud handling and general escalation) as well as supporting client relationships including audit and business development assistance, Responsible for team member development regarding skills, knowledge and experience to support business needs and client requirements, Support department initiatives regarding system, process and people innovations.

Education

BA (Hons) Business Management and Marketing -

Birmingham City University
Birmingham
09.2001 - 05.2004

A level Physics -

Haybridge High School and Sixth Form
Hagley, Worcestershire
09.1997 - 05.1999

A level Chemistry -

Haybridge High School and Sixth Form
Hagley, Worcestershire
09.1997 - 05.1999

A level Biology -

Haybridge High School and Sixth Form
Hagley, Worcestershire
09.1997 - 05.1999

A level Physical Education -

Haybridge High School and Sixth Form
Hagley, Worcestershire
09.1997 - 05.1999

10 GCSE A-C -

Haybridge High School and Sixth Form
Hagley, Worcestershire
09.1995 - 06.1997

Skills

  • People Management
  • Customer focused
  • Attention to detail
  • Multi tasker
  • IT Literate with numerous systems such as CRM platforms, MAPS and Microsoft products

Languages

French
Intermediate
Portuguese
Beginner
German
Beginner

Affiliations

  • Season ticket holder for Aston Villa
  • Like to play Darts at home
  • Gardening
  • Travel

Certification

IOSH Managing Safely

Jet 1 and Jet 2

ILM Level 4 Leadership and Management

Timeline

Jewellery Workshop Manager

Signet Jewellers
11.2017 - 10.2024

Insurance Validation Manager

Signet Jewellers
09.2008 - 11.2017

BA (Hons) Business Management and Marketing -

Birmingham City University
09.2001 - 05.2004

A level Physics -

Haybridge High School and Sixth Form
09.1997 - 05.1999

A level Chemistry -

Haybridge High School and Sixth Form
09.1997 - 05.1999

A level Biology -

Haybridge High School and Sixth Form
09.1997 - 05.1999

A level Physical Education -

Haybridge High School and Sixth Form
09.1997 - 05.1999

10 GCSE A-C -

Haybridge High School and Sixth Form
09.1995 - 06.1997

Similar Profiles

CREATE PROFILE
David Crane