Robert Swanson

Experience

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  Standard Life

  Sept 1999 - Jan 2004

  Customer Service Representative

  - Modern Apprenticeship in Customer Service- Experienced in Word, Excel and AWD- Processing, Administration and Telephone Trained- Projects work- Complaints Department- Demutualization Response Department

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  Time Spent Travelling America and Europe

  Jan 2004 - Jul 2005

  Traveller

  During this time I went travelling around America and Europe. On my return I would get temporary positions to get more money to begin travelling again. The various temporary positions - Scottish Water - Call Handler - Group 4 Security - Security Guard at events - Rocksteady Security - Security Guard at events

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  Scottish Widows

  Jul 2005 - Jul 2008

  Sales and Retention Consultant

  - Telephone and Processing Work- Trained in Word and Excel- Worked in Retention Department, exceeding targets sets by management- Worked in General call center processing general queries- Worked in the Continuous Improvement Team to help improve the departments skills sets and SLA's- Final Year saved company £3.5 million in retention accountsTraining courses taken - Customer Services- Communication - Word/Excel- Sales Techniques - Scottish Widow Investment Partnership training Show less

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  FORELAND SHIPPING LTD

  Jan 2009 - Mar 2011

  Deck Officer Cadet

  - Worked Off Shore and studied On Shore - Managed Crew on Daily Basis - Performed Duties of Office of the Watch - Worked under Captains Orders - Dealt with Crew and Staff from around the worldTrained to become a Deck Officer at Foreland Shipping. I also studied Nautical Science foundation degree during this time.This included half of the time in the classroom studying various topics including management, shipping, navigation, Maths, Voyage planning, Rules of the road and other subjects. The other half was spent at sea learning the trade. I would be at sea for a number of months at a time and would work the shifts provided shadowing the different Officers and their roles. Show less

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  Utility Warehouse Discount Club / Telecom Plus

  Nov 2011 - Aug 2015

  Business Energy Supervisor

  Utility Warehouse – Energy Escalations Supervisor- Managed teams of 8 – 30 people- Improved teams performance to maintain high levels of customer service- Improved team morale - Weekly individual coaching sessions to improve team performance and skills- Dealt with high level complaints - Met with other departments to improve processes - Deputised for manager in their absence and ran department- Project Management including improving the quality of weekly coaching sessions- External and Internal recruitmentDuring my four year career at Utility Warehouse, I have provided a high quality of service and strived to lead as by example, resulting in promotion in the Energy Department from Call Handler through to most recently taking over the Energy Escalations Supervisor role. As a supervisor I have taken over a number of teams and focused on improving both the quality and the productivity of these teams by performing one to one coaching and performance managing within the team.My most memorable challenge was taking over the Business Energy team. After monitoring the team for a short period of time, I then went about identifying actions to improve the main Key Performance Indicators, productivity and quality targets.I was also proactive within the recruitment process to ensure we got the best people into the team to achieve the best possible results. From there I would then take an active interest in their development, which in turn has led to a number of my previous team members successfully gaining new roles within the company. Show less

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  Arsenal F.C

  Oct 2015 - Jan 2016

  Box Office Team Manager

  Running a team in the Box Office and Ticketing department for Arsenal Football Club. Included the following responsibilities - Running my team of ten people- Hitting SLA's provided by management- Training and Coaching - Dealing with High Level Complaints from customers - Sought to improve processes and training- Ran department in higher managements absenceI was successful against a number of applicants in acquiring the highly sought after position at Arsenal Football Club. Unfortunately due to my wife getting an amazing offer in her home country of New Zealand, I had to cut short my time here. During my time at Arsenal I helped improve the level of service by side by side coaching and ran training sessions to get everyone on the phones and in admin multi skilled. I also dealt with high level complaints from customers and attended math day meetings with other management departments to ensure a smooth operation. Show less

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  Hobeca

  Apr 2016 - May 2019

  • Part of the Leadership Team with weekly meetings to discuss general business, budgets and plan for future growth• Manage a team of 8• Responsible for management of both Inwards and Outwards goods• Elected Health & Safety Manager within Hobeca• Proactively update procedures and processes to ensure a safe and healthy work environment• Monthly team coaching sessions to discuss future development, monthly targets and ongoing issues are being managed• Monthly reporting for Health & Safety issues, incidents and updates within legislation to a Management and Board Level• Responsible for all Warehouse Recruitment & HR practices• Responsible for the management of the warehouse budget; including temps, staff, stationary, courier costs and general expenditure Show less

  • Operational and Health & Safety Manager

    Feb 2018 - May 2019

  • Service Delivery Manager

    Feb 2017 - Feb 2018

  • Customer Service Team Leader

    Apr 2016 - Feb 2017
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  Stanley Black & Decker, Inc.

  May 2019 - now

  • Business Care Manager Australia and New Zealand

    Jul 2023 - now

  • Service Excellence Manager

    May 2019 - Jul 2023