Darius Stewart

Sutton Coldfield, B** *AG, UK • 074*-*******

adzvv7@r.postjobfree.com • LinkedIn Profile

Service-oriented and client-focused professional with extensive experience in leading cross-functional teams and business operations to surpass organisational goals.

Track record of consistently achieving customer and stakeholder satisfaction rankings by delivering outstanding services. Remarkable efficiency in managing overall departmental operations, increasing repeated business, and maximising profit growth. Expert in devising and implementing strategic initiatives in order to promote company reputation and commercial success. Strategic relationship building skills with keen aptitude in resolving client complaints to gain optimum outcomes. Ability to support team members in enhancing performance delivery.

Areas of Expertise

•Customer Service Management

•Client Satisfaction & Loyalty

•Project Management

•Supply Chain Management

•Relationship & Account Management

•Sales & Margin Improvement

•Strong Administration

•Regulatory Compliance

•Team Training & Leadership

•Issues & Conflict Resolution

Career Experience

Team Manager, Travelperk, Birmingham, UK 2022 to 2023

Coached and developed a high performing team of Customer Care and Senior agents who became top performers in the business. Monitored team and individual performances and constantly analysed areas to break barriers and improve further. Conducted quality checks and provided regular feedback. Chaired meetings with stakeholders with the goal of masterminding solutions to achieve a 7-star service across the whole department. Led an internal process improvement taskforce. Conducted interviews and head hunted for talent acquisition during period of hypergrowth.

99% team schedule adherence.

Established and achieved a structure within the team to successfully self-develop process knowledge and constant agent support.

100% agent satisfaction via internal surveys regarding the team’s leadership

Office Manager, Rapid Repair Network, Birmingham, UK 2018 to 2022

Managed and ensured the smooth running of day-to-day business operations with an average of 50 repairs per day by designing and maintaining strategic procedures. Led team members and delivered continuous support to streamline smooth workflow. Updated and documented routine/MTD operational data while meeting set targets. Utilised Sage and spreadsheets to organise/prepare business records while performing accounting duties. Handled pricing for over 20 corporate clients while adhering to bespoke pricing matrixes. Liaised with and built lasting relationships with individual businesses face to face and virtually within the repair network and carried out quality checks on completed work and pricing using various systems including Audatex. Conducted and managed NPS data for continuous improvement.

●Surpassed 100% client retention during service history by fostering strong relations with all corporate clients supporting in exceptional growth of organisation.

●Designed and delivered effective solutions to overcome complex problems while collaborating with company’s executive directors.

Head of New Car Replacement, Vehicle Replacement Group, Birmingham, UK 2017 to 2022

Led and executed all projects for the New for Old department using Agile methodology while maintaining a keen focus on delivering best-in-class customer service. Managed statistical databases and performed critical analysis of the automotive marketplace. Acted as a vital piece of the puzzle in the supply chain to the insurers who were part of our clientele. Decreased supply chain risks by engaging due diligence. Conducted regular review meetings face to face and with insurers/supply chain.

Co-Designed the CRM system and demonstrated exceptional administrative skills to build the database and maintain it. Efficiently delegated workload to the team to ensure the smooth running of the business while maintaining FCA regulated integrity.

●Nurtured strong co-operate relations with numerous vehicle dealerships, insurers, and policyholders to mitigate inconveniences and ensure documentation in compliance with set polices.

●Accomplished £110K profit for business within one year by developing/deploying niche model strategies.

●Attained 99% positive client satisfaction rating from individual clients by providing exceptional services throughout replacement process.

Senior Motor Claims Handler, Allianz Insurance, Birmingham 2014 to 2016

Spearheaded project to lessen leakage by overseeing steerage and guiding colleagues on cost efficiency. Anticipated client requirements prior to selling enterprise’s related services. Prepared and executed training sessions for inductees and existing staff to enhance performance delivery. Provided and maintained top-notch customer service by managing notification of claims with strategic approach. Recommended liability decisions and delivered outlines of reasons while identifying and designing solutions to mitigate fraud and liability related problems.

●Oversaw and responded client’s queries/enquiries within set timelines to lessen discrepancies.

●Achieved 100% compliance rating by managing and maintaining rules and processes implementation.

Prior experience as a Digital Account Manager at Hibu and an Insurance Consultant at Express Insurance

Education

Vocational Qualification in Sales & Customer Services

City & Guilds National

Network Qualification in Sound Engineering

National Open College

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