Michael Watson

A successful professional Customer Service/Operations Manager committed to customer service with several years' experience within a varied range of companies and senior positions. Looking to channel my experiences and knowledge, to give the best service and assistance in a new challenging career. I have a proven track record in demanding an exceptional level of customer service.

Both internal and external clients will be impressed by my professional manner, excellent attention to detail and determined approach. Known to be approachable, friendly, with a keen sense of humor.

AD and Customer Service Team Lead at Direct Commercial Ltd (2019-04 – Present)

• Ensuring that customer service is a priority at all times through internal coaching and training
• Continuous process reviews and 'Deep dives' to ensure our clients receive an excellent customer journey throughout the claims experience
• Ensuring the team meet key SLA requirements on post, call handling and diary tasks
• Dealing with RTC reports and collating the relevant indemnity information
• Authorising payments up to £100,000 and referring to re-insurers where necessary
• Settlement of Total loss, Fire and Theft technical claims: Instructing investigators, physical and forensic engineers including reviewing circumstances for any potential fraud
• Triaging images at the earliest opportunity to ensure any total loss claims are highlighted and not placed with the repairing network unnecessarily
• Reviewing complex cases effectively in a timely manner including fraud referrals
• Reviewing full claims, indemnifying and raising settlement as necessary
• Training of Apprentices and handlers in both repair management and general file handling
• Building close relationships with Clients and Brokers
• Audit function on referred claims: ensuring timely and cost-effective progress of claims to conclusion without negatively impacting the customer journey
• Reviewing indemnity and liability to ensure the claim is dealt with effectively and progressed to the correct team as necessary
• Senior point of contact for all queries including engineering, process and technical concerns
• Interrogation of system generated MI to ensure best practice, handler performance and highlight process improvement

Third Party Intervention Team Lead at Direct Commercial Ltd (2019-04 – Present)

• Manage a full team in all aspects of third-party capture
• Ensuring all potential intervention referrals are dealt with in a timely manner to enhance capture outcome
• Dealing with full in-house capture from initial call through to settlement
• Offering replacement vehicles at reduced rates to mitigate credit hire costs
• Understanding GTA hire groups effectively
• Negotiate hire vehicle downgrades to enhance claim savings – Like for like requirement questioned
• Effectively manage repairs to ensure delays such as part availability issues are detected early reducing overall hire spend
• Utilise all parts availability options where necessary such as green, patten or alternative online retailers to mitigate delays
• 'Second touch' calls to assist in third party capture
• Monitor all live credit hire claims to ensure they are mitigated - regular call updates to credit hire provider to ensure repairs progress effectively, booking in and estimated completion dates are met along with offering support where possible to mitigate costs
• Ensure Copley letters are sent accurately and timely on all claims
• Constant training and coaching to maximise all capture opportunities including call feedback to improve technique where required
• Understand constructive total loss opportunities to mitigate claim spend
• Demonstrate with MI to brokers and policy holders the saving benefits of early roadside reporting and how it can affect the overall capture outcomes
• Review all images and documents through supplier portals to spot potential fraud
• Map all processes effectively for clear team handler understanding
• Highlighting all uneconomical to repair cases early and implementing a Fast Track Total Loss process to mitigate potential hire spend

Customer Services Manager at Palace Group Ltd (2018-08 – 2019-04)

• Development of 'new allocation' triage processes to reduce costs and downtime
• Working closely with group bodyshop managers to ensure process efficiency including daily vehicle progress reports
• Training of staff in customer service and improving NPS feedback
• Auditing files to identify training and staff development needs
• Complaint management and reduction through training and improved referrals
• Analysing complaint data and presenting findings with preventative measures
• Management of client profiles and regular review meetings with stakeholders
• Recruitment and training of new team members across the group
• Working with all bodyshop operatives in each department to highlight process improvement opportunities
• Encourage group feedback on how to improve branch communication
• Coordinate daily meetings with workshop, reception, drivers and management to understand daily workflow and manage client expectations

Central Operations Manager at Ardent Hire (Plant) (2017-08 – 2018-08)

• Management of recruitment, training, reviews and discipline
• Assigned to all documentation on new and existing accounts as first point of contact for all plant delivery, operational or availability concerns
• Improving customer service and complaint handling through regular team meetings and continued process reviews
• Ensuring compliance with all company health and safety policies recording any breach and taking relevant action
• Developing new processes through 'Deep Dives' to enhance customer service levels
• Managing workshop staff productivity to ensure service scheduling and maintenance are effectively implemented
• Reviewing complaint data, understanding common triggers and present findings to director level on how we can reduce and improve service levels
• Liaising with depot managers to prevent customer complaint issues including compliance reviews with recommendations in weekly business update meetings
• Report on team performance, future targets and improvement projects to CEO/Board level
• Ensuring clients have dedicated team handlers, email addresses and direct contact numbers to improve client service levels on key accounts
• Ongoing audits to highlight process improvement, complaint avoidance, cost saving opportunities, repeat or add-on spend and improve NPS feedback
• Regular departmental meetings to improve the fluidity of how all processes interact efficiently
• Continued close working with IT on system improvements to improve service levels and productivity
• Ongoing call audits to understand upsell opportunities and highlight training opportunities for feedback

Group Claims Manager / TP Intervention Manager at 1EasyCall Limited (2012-04 – 2017-07)

• Created new TP capture process increasing conversions from 25% to 74%
• Increased repair network conversions from 72.3% to 98%
• Promoted to Claims Manager in January 2013: Oversaw all claims operations from cradle to grave of both AD and Intervention, inspections, engineering, salvage and recovery
• Managed staff recruitment, training, reviews, and probation completions
• Developed customer complaints avoidance process with monthly analysis
• Enhanced data systems for workflow and productivity improvements
• Worked with Engineering and Network Management on contracts
• Oversaw offshore call centre operations in Cebu, Philippines with regular visits and weekly video calls
• Monitored KPIs and provided feedback via one-to-one sessions
• Full Intervention process roll out including training, mapping and documentation

GCSE – Holbrook High School (1987-09 – 1990-07)