Mohamed (Moh) Dinally
Caerphilly,Mid Glamorgan
Summary
I am an accomplished People Manager/Team Lead with 7 years of experience, leading our Software Engineering Team in Confused.com to achieve quality targets through dedicated motivation. Handling my responsibilities effectively and efficiently for improved company quality and profitability.
Also, having a number of years experience in the insurance background, I feel I have the knowledge to re-adapt to this area if required. My current role as a People Manager however, is something I pride myself on, and believe I have developed the skills to motivate and empower staff to make good strong decisions within their respective role.
I am hard working, organised, dedicated and not afraid to tackle new challenges, as my CV proves. I have stepped out of my comfort zone frequently during my career, embracing new challenges and tackling them head on. I love a challenge, and now feel the time is right to seek a new adventure in my career.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
Work history
Software Engineering Team Lead
Confused.com
Cardiff, South Glamorgan
06.2016 - Current
- Monitor staff performance levels, implementing necessary changes to improve productivity and meet targets.
- Mentor and coach staff of all levels to produce high-performing, quality team members.
- Promote company values and vision, ensuring full team adherence and investment.
- Develop and implement strategic processes for improved productivity and profitability.
- Led teams of 10+ to successfully achieve productivity KPIs.
- Lead performance reviews and tailor employee feedback to facilitate professional development.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Provide leadership and direction for employees, supervising activities to drive delivery of excellence.
- Undertake regular performance reviews to identify areas for improvement.
- Promote company culture and professionalism and effective communication among staff to develop relationships.
Software Test Engineer
Confused.com
Cardiff, South Glamorgan
11.2010 - 06.2016
- Leveraged knowledge of software development lifecycle within safety-critical environments to meet requirements.
- Extracted software testing requirements from business requirements and functional specifications.
- Simplified existing test procedures, resulting in 100% efficiency increase.
- Tested automation applications in Windows environments.
- Facilitated effective decision-making by proactively participating in daily scrum stand-ups.
- Maximised ROI by evaluating and modifying tests for improved effectiveness.
- Trained team members in best practice testing methods to improve adherence and accuracy.
- Met strict deadlines in collaborative agile development environment.
- Defined testing scope and requirements for specific features or products.
- Liaised with software development team to resolve software defects.
- Tested web applications across diverse range of desktop, tablet and mobile devices.
Customer Service Team Leader
Confused.com
Cardiff, South Glamorgan
06.2008 - 11.2010
- Completed documentation and logs each day, generating detailed weekly reports.
- Trained staff on operating procedures and company services.
- Supervised 8 staff and monitored performance to drive productivity.
- Adhered strictly to policies and procedures for continued company compliance.
- Led and supported customer support staff to achieve objectives.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Responded to customer requests with friendly, professional, knowledgeable service and support.
Underwriting Officer - Claims Department
Admiral
Cardiff, South Glamorgan
05.2005 - 06.2008
- Established accurate risk assessments to identify potential vulnerability indicators.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Examined potential loss stemming from catastrophe, severity or frequency of possible loss following reported claims.
- Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
- Supported review, acceptance or denial of new or renewal business.
Underwriting Officer - Renewals Department
Admiral
Cardiff, South Glamorgan
05.1999 - 05.2005
- Achieved client satisfaction score by delivering high-quality customer service and efficient turnaround.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Established accurate risk assessments to identify potential vulnerability indicators.
- Calculated group and individual renewal rates based on customers' background, industry and demographic information.
- Examined potential loss stemming from catastrophe, severity or frequency of possible loss.
Customer Service Representative (CS and Renewals)
Admiral
Cardiff, South Glamorgan
01.1996 - 05.1999
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Processed inbound customer calls, providing information on service or product upgrades
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Handled phone and email enquiries with consistent customer service across multiple channels.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
Education
GCSEs -
St Cenydd School
Caerphilly 09.1983 - 06.1988
Skills
- Motivational leadership
- Service management
- Methodical planning
- Outstanding time management
- Excellent communication
- Key Performance Indicator (KPI) management
- Team supervision
- Process improvement
- Employee performance reviews
- Employee coaching and mentorship
Languages
English
Native
Timeline
Software Engineering Team Lead
Confused.com
06.2016 - Current
Software Test Engineer
Confused.com
11.2010 - 06.2016
Customer Service Team Leader
Confused.com
06.2008 - 11.2010
Underwriting Officer - Claims Department
Admiral
05.2005 - 06.2008
Underwriting Officer - Renewals Department
Admiral
05.1999 - 05.2005
Customer Service Representative (CS and Renewals)
Admiral
01.1996 - 05.1999
GCSEs -
St Cenydd School
09.1983 - 06.1988
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