David Green
Milton Keynes,Bucks
Summary
Results-driven professional with expertise in customer operations and support, process improvement, and data analysis. Skilled in technical support, including Zendesk, AI, and CCAI platforms, with a proven track record in SLA management and enhancing customer retention through relationship building. Adept at problem solving and decision making to optimise processes and deliver measurable outcomes. Committed to leveraging analytical skills and operational knowledge to drive efficiency and foster long-term client satisfaction.
Resourceful Operations Specialist with knack for streamlining processes and enhancing team productivity. Led various projects that improved operational efficiency and reduced costs, always ensuring seamless coordination and timely delivery. Known for fostering collaboration and driving continuous improvement in fast-paced environments.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work history
Customer Support Operations Specialist
INSHUR
Brighton
12.2021 - 01.2026
- - Utilise comprehensive data insights across products, services, and processes to inform decision-making and deliver measurable improvements to the customer experience.
- - Write, refine, and implement updated operational processes based on data insights.
- - Implemented and maintained our customer finance package implementation via Premium Credit.
- - Designed and maintained the Google CCAI phone system to improve AI-driven customer interactions.
- - Collaborate with departmental heads on system and policy enhancements.
- - Act as the technical support lead for operational teams across Zendesk, AI tools, CCAI and QA systems.
Customer Relations Expert
Policy Expert
Milton Keynes
03.2019 - 12.2021
- - Managed customer accounts throughout onboarding, servicing, and retention stages.
- - Resolved queries efficiently within SLA using Zendesk.
- - Worked with leadership teams to improve processes and enhance SLA performance.
- - Partnered with underwriting to ensure accurate and compliant policy coverage.
- - Recommended new services based on customer needs and behavioural insights.
- - Contributed to team training and development through feedback and communication.
Deputy Manager
Greene King
Milton Keynes
02.2018 - 10.2019
- - Key holder responsible for opening/closing and daily operational oversight.
- - Led a team of 10, ensuring efficient scheduling and strong customer service.
- - Managed stock ordering and supplier relationships.
- - Introduced marketing and team restructuring that increased sales by 46%.
- - Maintained smooth daily operations through effective prioritisation.
Customer Returns Manager
IKEA
Milton Keynes
09.2016 - 02.2018
- - Assisted senior project managers with goal setting, timelines and delivery planning.
- - Oversaw visual merchandising projects and guided teams executing display plans.
- - Remained adaptable in a fast-paced environment while supporting brand values.
- - Identified customer needs and proposed new service enhancements.
Duty Manager
Tesco PLC
Milton Keynes
04.2011 - 09.2016
- - Liaised with suppliers and head office regarding product launches and marketing initiatives.
- - Managed a 14-person team, ensuring compliance with training and operational standards.
- - Supported company objectives through consistent leadership and performance oversight.
- - Improved store presentation, merchandising, and overall customer experience.
- - Identified sales opportunities that increased retention and overall performance.
Education
GCSEs -
Lord Grey School
Milton Keynes 01.1995 - 01.2000
MCSE/MCSA -
Open University
Milton Keynes 01.2019 - 01.2019
CII FIT - undefined
Chartered Insurance Institute
01.2020 - 01.2021
Skills
- - Customer Operations & Support
- - Process Improvement
- - Data Analysis & Reporting
- - Technical Support (Zendesk / AI / CCAI)
- - SLA Management
- - Customer Retention & Relationship Building
- - Problem Solving & Decision Making
Interests
Enjoy outdoor activities with my son, including football and swimming., Interested in reading, museums, meeting new people, and gaining new perspectives., Passionate about fishing and actively involved in maintaining local lakes.
Timeline
Customer Support Operations Specialist
INSHUR
12.2021 - 01.2026
CII FIT - undefined
Chartered Insurance Institute
01.2020 - 01.2021
Customer Relations Expert
Policy Expert
03.2019 - 12.2021
MCSE/MCSA -
Open University
01.2019 - 01.2019
Deputy Manager
Greene King
02.2018 - 10.2019
Customer Returns Manager
IKEA
09.2016 - 02.2018
Duty Manager
Tesco PLC
04.2011 - 09.2016
GCSEs -
Lord Grey School
01.1995 - 01.2000