Dennis Sweetman

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.

Led the customer support function, focusing on enhancing service delivery and team performance. Managed support operations to ensure high customer satisfaction and efficient issue resolution.

Provided direct customer assistance, resolving inquiries and issues efficiently. Contributed to maintaining high standards of customer service and support operations.

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.

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.

Held various roles including Senior Performance & Quality Improvement Officer, Senior Loss Prevention Officer, and Customer Service Representative. Focused on enhancing operational efficiency, ensuring quality standards, and preventing losses across customer service functions.

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

Grade: B average

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