Bernie Gallafent

Results-driven Operations Leader with over 6 years of experience in high-volume customer retention and team management. Expert at scaling remote team performance, exceeding SLAs, and securing long-term contract renewals within the fintech/payment solutions sector.

Retention Executive - NCR / Cashzone - Remote

(2025-01)

• Revenue & Portfolio Retention: Orchestrated the successful renewal of 56 customer contracts while maintaining a total portfolio value of £62,008 in recurring revenue.
• Commercial Negotiation: Led end-to-end contract negotiations, ensuring customers re-signed to new terms without revenue attrition or loss of account value.
• Churn Prevention: Proactively identified "at-risk" accounts within a high-volume portfolio, implementing strategic interventions to secure long-term commitment and financial stability.
• Pipeline Management: Utilized Salesforce to track contract expiries and renewal milestones, consistently meeting monthly KPIs for both volume of signings and revenue preserved.

Customer Support Team Leader - NCR / Cashzone - Remote

(2023-01 - 2025-01)

• Scalable Leadership: Directed a high-performing remote team of 9 advisors, maintaining oversight of 400+ daily customer interactions across multiple channels.
• Operational Excellence: Consistently met and exceeded departmental SLAs and KPIs, ensuring rapid response times and high-resolution rates during peak volume periods.
• Performance Transformation: Utilized structured QA frameworks and data-driven 1-1 coaching to improve individual advisor performance scores and team-wide productivity.
• Strategic Reporting: Developed weekly performance reports and managed complex rota planning to ensure 100% coverage, directly influencing operational efficiency.
• Remote Culture: Championed digital collaboration tools to maintain high engagement and communication standards within a fully distributed team environment.

Customer Support Executive - NCR / Cashzone

(2019-01 - 2023-01)

• Complex Problem Solving: Acted as a subject matter expert for ATM/payment solutions, resolving technical and financial queries that required deep product knowledge.
• KPI Consistency: Maintained a 4-year track record of exceeding performance targets, including First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
• Escalation Management: Entrusted with handling high-level customer complaints, de-escalating tense situations, and providing solutions that prevented churn.
• Process Contribution: Identified recurring customer pain points and collaborated with management to streamline support workflows, improving the overall user experience.

Shop Manager - Sue Ryder

(2014-01 - 2019-01)

• Operational Leadership: Directed all daily operations for a high-street retail unit, managing a diverse team of paid staff and 15+ volunteers.
• Financial Accountability: Consistently achieved monthly income targets and KPIs through effective stock management, local marketing, and gift-aid conversion.
• Compliance & Safety: Ensured 100% adherence to health and safety regulations, financial auditing standards, and safeguarding policies.
• People Development: Recruited, trained, and scheduled staff rotas to ensure seamless floor coverage and high customer service standards.

GCSEs