George Dasan

Experience

• 

  GTL Limited

  Apr 2004 - Sept 2005

  Client Response Executive

  • Sold American Life Insurance Products to UK Clients• Ensured business was completed in line with FSA regulations• Provided Excellent Service to ensure customer satisfaction

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  Epicenter Technologies Pvt. Ltd / United Patients Association

  Sept 2005 - Mar 2007

  • Managed a team of 10 contact centre agents providing sales and service to health insurance clients• Trained and mentored agents to provide fantastic service and generate repeat business• Increased sales by 15% by up-skilling the team • Worked on Successfully launching New Contact Center projects for UK / US / Australian clients

  • Team Leader / Trainer

    Jan 2006 - Mar 2007

  • Sr. Client Relationship Associate

    Sept 2005 - Dec 2005
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  Intelenet Global Services I Private Limited

  Apr 2007 - Jan 2009

  Team Leader

  • Managed a team of 28 sales and service advisors for Barclays Central Telephony• Led the Team from a performance position (29/30) to the top 3 teams in 18 months• Responsible for a wide range of KPI's linked to productivity and efficiency

• 

  Transevolve

  Feb 2009 - May 2009

  Business Development Officer

  Generated new business for the organisation

• 

  United Patients Association

  Jun 2009 - Dec 2010

  Sales And Service Associate

  • Delivered Sales and Service to Health Insurance Clients• Actively promoted preventive care strategies to maximise client health• Increased sales by 20% with an innovative tailored WOM marketing strategy

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  Lindal Hotel

  Aug 2009 - Oct 2010

  Hotel and Bar Manager

  • Provided sales and service to the B & B and Bar customers• Increased occupancy rate by 10% by investing in client relationships• Dealt with customer complaints and queries effectively to maximise service

• 

  Heathrow

  Jan 2011 - May 2020

  Accountable for operational management and safety/security of 19 million passengers per year (Terminal 2). Acted as escalation point for incidents, high profile passengers and Civil Aviation Authority (CAA) compliance. Met passenger service SLAs, minimised airline Service Quality Rebates. Engaged with regulators, governmental and law enforcement bodies, retailers and airlines. Led improvement projects and contributed to maintenance of £235m T2 security budget. • Day to day leadership of 650 people providing direction, standards and creating a culture of customer service, leading briefings, being actively visible and working directly with teams and public.• Championed employee engagement and led engagement initiatives to inject fun, a sense of comradery and reward great service and performance. Led to T2 ranking highest for employee engagement. • Led T2 operations planning and strategy development, acting as service quality evangelist, developing new concepts and changes to improve the customer journey/throughput times, embedding the changes through effective stakeholder management and communications.• Saved £280k through automation and centralisation of officer deployment; focused on officer productivity delivering efficiency savings of 120k; Led union negotiations as Union Engagement Lead for T2.• Led business continuity exercises and tests to ensure plans, SOPs and emergency procedures optimised; Acted as Incident Manager/Director through disruptive events and crises including IT systems outage across Heathrow, state visits, and major security incidents.• Member of the COVID-19 contingency planning team to minimise costs and continue running the airport safely during the early stages of the pandemic. Show less Responsible for delivering a compliant terminal security operation, ensuring full compliance with CAA regulations through effective management and auditing. Led operational teams to deliver outstanding performance, providing coaching, support and dealing quickly with ER related issues.• Acted as subject matter expert on legislation and rules interpretation, led on compliance projects/initiatives and performed the role of Incident Manager.• Engaged with internal and external stakeholders including the CAA, Metropolitan Police, Border Force, passengers, 32 airlines and agents to provide a compliant and seamless customer service experience.• Led Security workstream for GDPR legislation implementation pan-Heathrow. Delivered in under four months, including workshops and process reviews, then delivering through local champions. Show less Led large operational matrix teams of security officers to deliver operational excellence in safety, compliance, customer service and efficiency. Ensured that customers felt welcome and secure whilst maintaining flow through the airport. Also led a direct line team of 18, managing all performance, ER and coaching activities.• Implemented performance plan resulting in moving poor performing team from 60% being in the bottom ranking to 70% in the top through engagement activities, improving absences and sharing best practice.• Led initiatives to streamline processes and remove paperwork, saving c£10k/year • Mentored and motivated the team to perform to its highest level across passenger and staff screening areas, control posts and terminal patrols. Show less Member of a team responsible for the efficient deployment and rostering of Security Officers to achieve security, safety, customer service and productivity targets alongside operational regulatory compliance.• Used a range of tools to understand operational performance and passenger flow to deploy officers efficiently and maintain a duty of care for their wellbeing. • Co-created a new allocation system to improve officer deployment accuracy and create efficiencies resulting in a 50% reduction in operational changeover times. Show less

  • Operations Manager - Terminal Security

    Sept 2018 - May 2020

  • Security Compliance Manager

    Jun 2016 - Sept 2018

  • Security Manager

    May 2015 - Jun 2016

  • Service Team Leader

    Feb 2014 - May 2015

  • Resource Allocator

    Nov 2012 - Jan 2014

  • Security Officer

    Jan 2011 - Nov 2012
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  Compass Group

  Dec 2020 - Apr 2021

  Security General Manager at University College Hospitals

  Delivering Operational Leadership across 5 hospitals, multiple vaccine sites, research centres and office buildings as part of the University College London Hospitals contract.

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  Amazon

  Apr 2021 - now

  Operations Manager