Music production, DJing, basketball, cultural events, podcast hosting, community media projects, team‑building activities, and market research participation
Dean Lindo
Bradford,West Yorkshire
Summary
Experienced service and performance professional specializing in incident handling, operational resilience, and risk management. Proven track record in managing live service issues and supporting continuity during outages. Strong analytical problem-solving skills combined with effective stakeholder engagement and the ability to simplify technical challenges into actionable solutions. Proficient in working with ITSM tools and performance data, focused on enhancing service reliability and preventing incidents.
Overview
19
19
years of professional experience
Work History
Performance Driver Analyst
Direct Line Group
12.2020 - Current
- Managed daily and weekly performance across Personal Lines and Claims, using data to identify risks, service instability and emerging issues.
- Oversaw Motor performance and collaborated with multiple departments to maintain service levels.
- Managed operational incidents and worked closely with business continuity teams to support recovery.
- Led the response to the recurring QPNA issue (quote price not available), escalating immediately to TSC (Technical Support Centre) and MIM (Major Incident Management).
- Provided real-time updates, impact assessments and tactical recommendations to stakeholders.
- Coordinated additional staffing and overtime to stabilise service levels over several days.
- Demonstrated continuity thinking by focusing on both immediate recovery and long-term prevention.
- Worked with Agile tribes and pillars to streamline processes and support continuous improvement.
Knowledge Asset Manager (Secondment)
Direct Line Group
10.2024 - 06.2025
- Reported to the Senior Knowledge Asset Manager, supporting governance and lifecycle management of internal Claims and Sales & Service knowledge assets.
- Ensured compliance with regulatory and legislative requirements across all media and knowledge platforms.
- Used operational performance data, user feedback and analytics to improve processes and reduce risk.
- Managed version control, content accuracy and governance across SharePoint, Visio/Orbus and Jira.
- Produced and quality-assured customer correspondence to maintain clarity and consistency.
- Built strong relationships with stakeholders across Customer Operations, L&D, Business Improvement and Business Analysis.
- Supported transformation programmes and identified risks relating to knowledge assets and content accuracy.
- Ensured data security and compliance with organisational standards.
Webchat Consultant – Home, Motor & Rescue
Direct Line Group
01.2014 - 12.2020
- Handled customer queries across multiple products, providing accurate information and resolving issues efficiently.
- Worked remotely for extended periods, maintaining high productivity and strong communication.
- Supported customers during out-of-hours periods, ensuring continuity of service.
- Managed multiple tasks simultaneously and adapted quickly to new systems and processes.
User Access Control Analyst (Secondment)
Direct Line Group
12.2012 - 01.2014
- Managed Joiners, Movers and Leavers processes, ensuring correct system access and compliance.
- Identified risks relating to access control and escalated appropriately.
- Ensured compliance with FCA regulations and internal risk frameworks.
- Acted as a key point of contact for UAC queries across the business.
Customer Assurance Assessor
Direct Line Group
11.2011 - 11.2012
- Provided customer insight through audit panel papers and analysis.
- Built strong relationships with central business functions and regulatory teams.
- Identified risks and produced recommendations to improve compliance and customer outcomes.
- Conducted site audits to ensure adherence to TCF and FSA principles.
- Worked with Regulatory Risk, Compliance and Business Support to implement improvements.
Trainee Assistant / Academy Consultant
Direct Line Group
01.2009 - 11.2011
- Supported new starters from training through to academy and onto the service floor.
- Ensured compliance with financial regulations and internal standards.
- Developed individuals through coaching, feedback and structured support.
Payments / Claims / Service Sales Consultant
Direct Line Group
06.2007 - 11.2011
- Handled payment queries, direct debits, indemnity claims and customer complaints.
- Provided updates on existing claims and ensured accurate outcomes.
- Worked to business targets and maintained high service standards.
Education
Foundation Degree - HND
Architectural Foundation Programme
Huddersfield, KIRA Level - A
English Language
CXC - 1/A
Social Studies
CXC - 2/B
Technical Drawing
CXC - 2/B
Building Technology
CXC - 3/C
Mathematics
Skills
- Incident response
- Process improvement
- Customer relationship management
- Agile methodology
- Knowledge management
- Service recovery
- Continuity activity
- Operational risk
- Risk mitigation
- Service performance analysis
- Vulnerability identification
- Stakeholder communication
- Technical awareness
- M365
- Jira
- Visio
- Orbus
- Power BI
- ITSM tooling (working knowledge)
- Major Incident Management
- Technical support
- Long-term resilience
- Failure prevention
Personal Information
Hobbies: Meeting new people, Music production, DJing, Walking, Reading, Cultural activities such as cinema and theatre, Playing basketball recreationally, Sourcing sponsorships for a local YouTube channel, Co-hosting podcasts, Participating in market research panels, Organising team-building activities to support workplace morale
References
Available on request
Interests
Timeline
Knowledge Asset Manager (Secondment)
Direct Line Group
10.2024 - 06.2025
Performance Driver Analyst
Direct Line Group
12.2020 - Current
Webchat Consultant – Home, Motor & Rescue
Direct Line Group
01.2014 - 12.2020
User Access Control Analyst (Secondment)
Direct Line Group
12.2012 - 01.2014
Customer Assurance Assessor
Direct Line Group
11.2011 - 11.2012
Trainee Assistant / Academy Consultant
Direct Line Group
01.2009 - 11.2011
Payments / Claims / Service Sales Consultant
Direct Line Group
06.2007 - 11.2011
Foundation Degree - HND
Architectural Foundation Programme
A Level - A
English Language
CXC - 1/A
Social Studies
CXC - 2/B
Technical Drawing
CXC - 2/B
Building Technology
CXC - 3/C
Mathematics