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David Dornan is an experienced team manager with over 13 years of experience managing sales and customer service teams in the insurance industry. He has a proven track record of driving performance, engagement, and development among staff. Currently he is a team manager at Ageas Retail Intermediary in Glasgow where he oversees a team of around 100 staff and plays a key role in recruitment and disciplinary processes.
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- 1. 43 AilsaCrescent Motherwell,ML13LX 07578786357/01698643523 ddornan1983@gmail.com Sales/Service TeamManager DAVID DORNAN I am a passionate, efficient, honest and highly experienced Team Manager confident of working with staff of all levels in order to deliver high quality performance that engages staff and drives personal development and success. P R O F I L E Ageas Retail Intermediary | Outbound Sales/Customer Retention Team Manager Glasgow / Jul 2010- Present As belowin terms of team management with added responsibilities of overseeing and conducting departmental disciplinary processes with HR for attendance, performance and conduct leading up to and including dismissal and appeals process. Key role in interviewing staff for first-line roles and the deputy team manager scheme and then developing them into team managers. Assist in floor management by observing and boosting call handling and revenue of around 100 staff while directly reporting to senior management and director level. Kwik-Fit Insurance Services | Renewals Team Manager Glasgow / Dec 2007 – Jul 2010 Worked with a team of around 12-14 people, to drive both new business sales and cross-sell through outbound lead calling. Regular coaching, auditing and feedback produced to a high standard while keeping staff motivated to give their best. Inbound role involved reducing call handling times, improving productivity and increasing revenue while aiming to achieve total customer satisfaction. Impressive results climaxed in winning many incentives as well as Manager of the Year for 2010. Kwik-Fit Insurance Services | Sales Executive Glasgow / Oct 2000 – Dec 2007 Joined the business as a part-time customer researcher but was quickly identified for sales due to my determination and rapport building. Here, I became one of the youngest people to become an Executive working on many new business ventures such as the Commercial and Loans industry dealing with small companies and winning the highest annual revenue awards for the organisation. E M P L O Y M E N T H I S T O R Y Coaching/Mentoring Microsoft Office Robust Internal Auditing Interviewing Disciplinaries Organising Incentives Background in Service and Sales S K I L L S Highers – English (B)| Chemistry (B)| Physics (C)| Geography(C) | Art & Design(C) | Maths (I2A) | Cardinal Newman High, Belshill | 1995 - 2001 Standard Grades- 8 Grades 1-3 – (2 -1, 5-2, 1-3) Cardinal Newman High, Bellshill | 1995 - 2001 E D U C A T I O N A C H I E V E M E N T S Manager of the Year at Kwik-Fit Insurance Internal Business Transfer Champion Won all expenses paid vacations to Moscow, Budapest and Barcelona.