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Jon Dearman CV new 2014 Linked In V10
- 1. Jon Dearman Essex dearmaj@gmail.com http://uk.linkedin.com/pub/jon-dearman/61/332/932/ PROFILE: A versatile Customer Service Professional with extensive project and systems expertise and a proven track record of success in the financial services and retail market sectors. Providing extensive insight into customer service excellence and consistently improving customer service delivery performance to exceed customer expectations. A highly numerate individual, able to interpret M.I and statistical information with reasonable ease. A strong pro-active team leader and team player, who strives to make a difference in and with understanding, providing coaching, training and mentoring/development to both junior and senior advisors, all working together to achieve individual targets and company objectives, giving clear focus and direction to the development of the necessary skills to add value to an organisation. COMPETENCIES:  Accuracy and attention to detail,  Excellent communication skills, both written and verbal, with Internal/External Customers,  Networking and relationship building,  Able to work under initiative and confident to think outside ‘The Box’, being innovative and making decisions,  Making change succeed,  Highly knowledgeable in MS Office products knowledge and quick to learn bespoke ‘In House’ systems, being highly IT literate,  People Management, and resolving Customer complaints and issues,  Training, coaching and developing staff,  Interviewing and inducting staff,  Project Management, planning, organisational and prioritising skills,  Prince2 Accreditation undertaken.  E-Learning Courses including DPA, AML, Risk Ops, Security Awareness, CAREER HIGHLIGHTS: Led multiple teams within the Debit Card Disputes and Fraud Recovery Teams. Successfully trained and coached staff in Fraud Recovery, during the formation of a new Bank. Provided systems and process expertise in a project creating a new System Interface for multiple locations and regions within the Lloyds Banking Group. Managed the support needed after training different processes in multiple locations. Managed multiple projects in succession, keeping to plan and providing the essential communication to all parties involved. Achieved the position of becoming a senior S.M.E in both the Debit Card and Credit Card processing functions and systems. Created and updating the Business Continuity Plans for three different teams Deputised for the Operations Manager on a day to day basis. Managed the Stationery and Staff Budgets for three different departments. CAREER HISTORY: LloydsTSB Bank PLC Fraud Recovery Expert/Projects/Trainer May 2011 - December 2013  Managers Assistant/Seconded Team Leader, assisting in timely transfer of work to new location and collation of daily/weekly/monthly M.I, including data to report up to date
- 2. position of fraud recovery achieved, creating the document and detailing the needs to achieve targets set.  Provided subject matter expertise in the Simplification Project, liaising with counterparts within the Lloyds Banking Group for a uniform approach to creating a new Fraud Interface System.  Providing training to new colleagues and to the colleagues of the new TSB Bank project, created by the LBG.  Provided subject matter expertise for both the new ‘Sign On’ and ‘Bank Transfer’ Projects, to create a new way of standardising staff sign on requests and the effects of potential fraud reporting on accounts that have been transferred to another organisation.  Maintain departmental sign on requests and cancellations, ensuring timely roll out to the staff in need and removing accesses as soon as a colleague left the bank/department.  Providing first line remedy to system/network/in-house and external database errors and controller when reported to Helpdesk/Management  Responsible for the timely Sickness Reporting for whole of Fraud and Disputes in Southend.  Responsible for timely crediting of both credit and debit card fraud claims. Feeding back errors/anomalous reporting of fraud to the dedicated telephony centres.  Ensuring maximum recovery achieved for fraudulent claims, utilising the Visa scheme rules. Lloyds TSB Bank PLC Team Leader Debit Card and Fraud Recovery May 2008 - May 2011  Responsible for coaching, developing and leading staff within Debit Card Disputes, Debit and Credit Card Fraud Teams.  Ensuring Team targets achieved by capacity planning.  Engaging staff to take part in working one best way Lloyds TSB Bank PLC Team Leader/Deputy Ops Manager Debit Card Services July 2000 - April 2008  Introduced a new Visa ‘Image Exchange Workstation’ ‘VIEW’ to Debit Card Disputes, provided support to Debit and Credit Card Fraud and Credit Card Disputes Departments  Re-wrote Debit Card Disputes standard letters in ‘Tone of Voice’ and managed the transition onto a new platform within the Mainframe System and the remote printing with Mailing and Distribution. Provided the same support to the Fraud Debit Card Department.  Introduced the Task Management System into Debit Card Disputes, Debit and Credit Card Fraud and later Credit Card Disputes & Business Charge Card Teams.  Departmental Representative for the Computer change from ‘Windows 98’ to ‘Windows XP’ taking responsibility for making the decisions to uniform the applications available to staff and the roll out to the Department. Providing the same roll out to Debit & Credit Card Fraud & Credit Card Disputes.  Trained with Visa, the new ‘Visa on Line’ VROL (Visa Resolve on Line) Internet based Chargeback Documentation system and rolled the training out to the Debit Card Disputes Team.  Managed a three way Departmental move over 3 floors with precision for system access with the desk availability, providing detailed project updates for all areas. Correcting a fatal error made by the Technical Team on the day to bring the Project to complete success.  Implemented and updated the Business Continuity Plans for the Debit Card Disputes, Business Charge Card, and Services Support Teams. EDUCATION:  1 ‘O’ LEVEL, 7 CSE’s, 2 GCSE’s, Including Maths and English PERSONAL:  Full Clean Driving Licence  Interests: social networking, tennis, reading, driving  References available on request