Dave Dunlop has over a decade of experience in various roles at British Telecom, including operational manager, account management, technical support, and business analyst. He has a proven track record of driving results and improving business performance. After leaving British Telecom, he gained new skills in recruitment working temporarily for DRC Locums. Currently he is a corporate account manager at Safenames LTD, specializing in domain names and web products.

1. Dave Dunlop
Personal Statement
I have a decade of experience at one of the largest companies in the UK in variety of roles from Operational
manager to account management/technical support (CRM) and Business analyst. I have a proven track record of
continuously improving the business I work in and driving results in both smaller teams and large national scale
roles. After 11 years at British Telecom I took optional redundancy for a travelling break, upon returning I took a
temporary role in a brand new field which I enjoyed, building new skills in recruitment and gaining new
experience. Since this I have returned to my roots of corporate account management, specialising in domain
names and other web based products.
Employment History
December 2016 – Current position
Safenames LTD – Corporate account manager
• Specialising in domain name, DNS, mail exchange, web hosting and other web based products.
• Develop and maintain a wide number of relationships across the customer base Building new
relationships and pushing product sales
• Managing worldwide clients from every continent
• Build a detailed understanding of the customer environment, frameworks, competitor landscape and
politics to determine key growth areas.
• Regular contact and meetings with clients
• Working closely with service peers to ensure a one team approach to account development
• Targeted with driving incremental revenues through driving customers to make their international
payments to Safenames
• Analysing work stack to prioritise essential client accounts or tasks on a daily basis
• Invoice and cash flow management and advice
May 2016 – September 2016
DRC Locums – Recruitment consultant (temporary position)
• Helping clients find suitable candidates to fill their vacancy requirements
• Devise job adverts and publicising
• Making phone calls to prospective candidates
• Full NHS standard compliance documentation
• Doing background checks and verifying references
• Developing a relationship with interviewees
• Arranging interviews with shortlisted candidates
• Involved in salary negotiations
• Updating recruitment agency database of candidates
• Complaints management
• Negotiating new opportunities with locum candidates
• Arranging travel and accommodation for placements if required
2010 – 2015
British Telecommunications Business Analyst
• Successful migration of 10 million customer accounts onto a new front end system and background
architecture over a 2-year period, this was the biggest change in the company in 40 years and cost billions
of pounds of investment, my role was managing the fallout and upgrading for multiple BT Retail sites in
both the UK and Asia.
• Proactive analysis of perceived system issues to ensure improvements are made and performance
affecting issues are avoided
• Identifying opportunities for improvement and change.
• Understanding business needs and supporting relevant project/product managers.
• Lead contact nationally for all system faults, incidents and required improvements, supporting both the
UK and offshore operational sites.
• Ensuring relevant Stakeholder relationships and communications are effective
• Analysing data and scoping benefits associated with proposed changes
• Implementing required work arounds or new processes to ensure operational statistical improvement.
Email: roman1905@hotmail.com
Phone: 07850686606

2. • Engagement with operations to ensure all perceived issues are sized and continuous improvement is
made
• Managing the rollout of multiple system releases, both for BT Retail, BT Wholesale and Openreach and
ensuring operational sites are supported throughout and negative impacts are kept at a minimum – This
includes post deployment live testing.
• System administration and record correction
• Present new services and facilities to senior management in an understandable yet detailed method
• Identified, manage and control risks and impact associated with changes to the services provided to
various BT Retail systems and operational desks (risk assessment)
• Leading delivery and design teams to understand issues and required changes and impact on the
operational teams. Translate the data and information from these issues into measurable results and
outlining operational impact
2004 – 2010
Operational manager and Customer/client account manager – BT Retail/BT Business/BT Major Business
To deliver exceptional customer contacts which exceed customer expectations first time, every time.
• B2B and B2C account management, technical support & CRM
• Quickly identify customer dissatisfaction and take every opportunity to apologise, recover the Customers'
perception of BT and deliver an outstanding experience
• Complaint resolution and escalation management
• New product sales, branding and marketing
• Setting up appointments to increase Business
• Use Market knowledge to retain existing business and develop new opportunities
• Take responsibility for ownership and delivery of own Performance targets
• Sharing knowledge and experience through coaching to boost performance of new and existing advisors
• Cover substantive managers in periods of absence to develop my career in BT to obtain further
experience – Long Term Cover from January 2007 – 2009. This would involve leading a team of 20
customer service advisors to ensure performance is forever improving and consistently of good quality
• All aspects of management covered within this role (including HR, performance management and
employment.
• Senior advisor for BT Business and BT Major business, dealing with all aspects of issues or requirements
for business clients
Pre 2009
2004 – 2009
Retail customer service
Prior to working for BT I worked for a variety of large Clothing & Fashion retail chains in both customer service &
supervisory roles (River Island, House of Fraser, BHS & French Connection) – My general duties including Sales,
Visual merchandising & Marketing, Competition based finance/awards and team supervision/organisation.
Education
• 12 GCSEs at grade C or above
• 4 A levels at grade C or above
References
Available upon request