Dennis SweetmanDS
Open to opportunities

Dennis Sweetman

@dennissweetman

Experienced leader in customer service and operational excellence.

United Kingdom
Message

What I'm looking for

I am looking for a role that allows me to lead teams, improve processes, and enhance customer satisfaction in a collaborative environment.

With over 20 years of experience in customer service and operational roles, I have spent the last four years in senior leadership positions. My passion lies in enhancing operational processes and ensuring that best practices are implemented while fostering a friendly and collaborative team environment.

Currently, I serve as the Head of Customer Operations at Judopay, where I define and manage monthly OKRs for our Customer Support and Onboarding teams. My role involves ensuring SLA adherence, maintaining high-quality communication, and driving continuous process improvements. I take pride in leading and mentoring a dedicated team of six, guiding them towards achieving our shared goals.

Throughout my career, I have held various positions that have honed my skills in customer service and operations management. From leading customer service teams to overseeing outsourced operations, I have consistently focused on improving communication standards and customer satisfaction metrics. I am excited to bring my expertise to new challenges and continue making a positive impact in the industry.

Experience

Work history, roles, and key accomplishments

Judopay logoJU
Current

Head of Customer Operations

Judopay

Apr 2023 - Present (2 years 3 months)

Defined and managed monthly OKRs across Customer Support and Onboarding teams, ensuring SLA adherence and maintaining quality of outbound communication. Drove continuous process improvements within and across teams, managing cross-functional initiatives with internal teams, partners, and customers, while leading and mentoring a team of six full-time employees.

Rentify logoRE

Customer Service Team Lead / Maintenance Officer

Rentify

May 2016 - Present (9 years 2 months)

Coordinated maintenance solutions between landlords, tenants, and contractors, scheduling contractor access and sourcing competitive quotes. Interfaced with insurance companies to process claims and led a team of four customer service agents.

Rated People logoRP

Operations Manager

Rated People

Aug 2015 - Present (9 years 11 months)

Oversaw outsourced customer service operations for over 30 agents, auditing calls and emails to improve communication standards. Coached representatives on customer engagement and tone, analyzed and improved CSAT metrics, and updated and delivered training programs.

SC

Customer Service Representative

Selfridges & Co.

Sep 2005 - Present (19 years 10 months)

Provided direct customer support and resolved inquiries for a luxury retail environment. Maintained high standards of service and contributed to positive customer experiences.

Education

Degrees, certifications, and relevant coursework

WS

Warren Comprehensive School

GCSEs, General Studies

Grade: B average

Achieved a B average in GCSEs at Warren Comprehensive School. This foundational education provided a strong academic base for future endeavors.

Tech stack

Software and tools used professionally

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