1. IAN BOYD
25 Nythe Road, Coleview, Swindon, SN3 4AW
07979 045133 • Email: Boydy74@outlook.com
Nationality: British/English
A highly driven performance focused leader with 11 years supervisory and management experience. Expertise in
overseeing day-to-day operations, managing staff and leading continuous improvement. A proven track record of
significant improvements in processes, productivity, quality and customer satisfaction. Excellent people management
and customer service skills combined with proven ability to form strong partnerships that drive organizational
performance
Areas of Expertise
Performance Management, Operational Improvements, Relationship Builder
Call Centre Experience, Recruitment, Cross Functional Team Management
Team Builder, Training & Development, Good Communicator, Forecasting, Detail Oriented
Professional Experience
Team Manager – Thames Water Utilities May 2005 – To Date
Lead teams of 12-20 highly successful agents in a busy Call Centre back office environment, continually improving
processes for optimal efficiency
Establish and maintain positive customer relationships through proactive communication and problem solving
Optimise service delivery and champion a customer focus to ensure 100% customer satisfaction
Partner with cross functional teams to understand partner needs, streamline internal workflows and define processes
Manage operational teams to perform effectively against internal and external targets
Proactively manage all stage of recruitment from advertising vacancies, selection process to interviewing
Train and coach new staff to improve their performance and productivity levels
Communicate with cross functional teams to effectively create staffing capacity and support levels
Prepare reports and presentations for key stakeholders
Achievements
Increased revenue debt collection by 62% in 6 months by devising an innovative 12 month strategy culminating in
collecting 27m
Reputation for turning under performing team’s around
Delivered on backlog reduction plans well within time scales
Appointed as back office SME on Customer Affordability
Played an instrumental role in increasing customer satisfaction team ratings from 3 – 4.57 within a year
Current team is the only team within customer services to win 2 internal customer service awards in 1 year
Learning & Development – Trainer June 2000 – May 2005
Working in partnership with team managers to maximise the capability and flexibility of our colleagues
within Customer Operations.
Scoped out requirements through robust learning needs analysis and impact assessment that delivered
accurate and insightful foundations for designing solutions.
Supported the design of standardised learning content to deliver inductions, bridging skill gaps and
developing future potential hosted in a version controlled environment.
Designing solutions using a range of learning and delivery techniques that are accessible to the
audience they serve.
Updating learning content and approaches as a result of business change and outputs from
recommendations for continuous improvement.
Delivered learning using a range of techniques including structured classroom delivery, facilitation,
Coaching and mentoring.

2. Professional Development
Institute of Customer Service Accelerator Solutions April 2012
(ICS) Foundation Level 1
3 Day Course, covering a wide variety of techniques and skills to help improve service to our customers.
Finishing with a work place assignment and presentation delivered on day 3. Passed
Asian Cultural Awareness Noble Khan March 2011
1 Day course exploring Asian Culture to gain further understanding Passed 99.5%
Foundation Leadership Programme (FLP) Dove Nest Group – Cumbria August 2009
A 20 week course designed to initially assess management capabilities, highlighting areas of strength and
development areas. Including 3 days “Outward Bound” activities, culminating in a final assessment day where
Senior Managers and Dove Nest staff determine if candidates have made the desired progress.
Awarded Licence to Lead
ILM – Leading a Team - Level 2 Fast Forward June 2007
College based course for current Team Managers focusing largely around coaching for optimum performance.
Course completed with final presentation and examination. Passed
Internal Thames Water courses including:
Future Considerations Train the Trainer Assertiveness
Fantastic Feedback Negotiation Skills Coaching Skills
Presentation Skills Time Management Change Management
Embracing Diversity Quality Monitoring Dealing with Difficult Situations
Capability Performance Management Disciplinary & Grievance
Personal Information
Interests & Pastimes: Qualified Irish Dance Teacher & Adjudicator
I currently run a large successful Irish Dancing Academy, both in Swindon & Oxford.
My passion lies with gardening, from growing seed, experimenting with cuttings, to designing gardens for
myself, friends and family from a blank canvas. I am currently cultivating a 100ft garden for myself and can be
found most weekends in all weathers outside. I find myself visiting garden centers from Portsmouth to the
midlands in order to find that perfect plant. More recently I have found I have been using the internet to source
more exotic plants from as far afield as Australia and New Zealand. I also have a keen interest in hard
landscaping and water gardening. I pride myself on having an extensive knowledge of plants both in the English
and the Latin names.
Driving License Full, Clean