Dennis Sweetman
@dennissweetman
Experienced leader in customer service and operational excellence.
What I'm looking for
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
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.
Head of Customer Support
Judopay
Sep 2021 - Present (3 years 10 months)
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.
Customer Support Specialist
Judopay
May 2018 - Present (7 years 2 months)
Provided direct customer assistance, resolving inquiries and issues efficiently. Contributed to maintaining high standards of customer service and support operations.
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.
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.
Senior Performance & Quality Improvement Officer
The Hut Group
Dec 2010 - Present (14 years 7 months)
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.
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
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.
Availability
Location
Authorized to work in
Website
judopay.comJob categories
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