1. David Toye
Dave_toye@yahoo.co.uk
07960 254 713
Linkedin Profile
PERSONAL STATEMENT
An excellent communicator experienced in involved problem solving, leadership and committed to personal and
professional development. Possess a natural ability to lead through innovation with a keen attention to detail and strong
analytical skills. Maximises IT benefits and is experienced in strategic planning to maintain optimal results effectively under
pressure.
KEY SKILLS
Technical Skills:
 Fluent in Microsoft Windows 7, 8 and 10, as well as the Office packages associated with those systems .
 Fluent in non-Microsoft based software packages, such as SAP, various CRM systems and telephony systems
such as Avaya and Hi-Path.
 Sound understanding and experience of; managing performance, conflict management and problem
solving/decision making.
Personal Skills:
 A strong team player, with the ability to use own initiative and work independently.
 A creative, thoughtful, positive individual dedicated to providing colleagues with resources, support and knowledge
to achieve.
 Confident and forthcoming in requesting feedback and using it as a means of development. Extremely competent
in giving effective and constructive feedback.
EMPLOYMENT
Team Leader (Secondment)
Serco
September 2016 – December 2016
Directly responsible for the leadership, development and performance management of 22 staff and specific service area
within the Customer Service Centre for partnership with Lincolnshire County Council. Day to day operational management
for service area in order to provide an efficient and profitable service. Additional role as Duty Manager to be responsible for
the achievement of service level for the entire Customer Service Centre, 110 staff, at least once per week. Development
and implementation of new processes and practices to aid in achieving the goals of Serco.
Achievements
 Consistent achievement of service level – below 15% abandonment rate
 Development of single form training programme across several service areas in Corporate Services
 Production of service specific quality monitoring form
 Consistently exceed KPI on customer satisfaction by 50%+
 Responsible for notable increase in staff morale and motivation over period of secondment
Team Support
Serco
Lincoln
2015 – September 2016
As below – contract was purchased by Serco for services.

2. Team Support
Lincolnshire County Council
Lincoln
2014 – 2015
Assistant Team Leader, responsible for aiding Team Leader with leadership of 15 people, in addition to role as a Customer
Service Advisor. Required to evaluate performance, schedule shifts, coach staff and write and deliver training to new
starters. Other responsibilities are; assistance in development of processes for staff, interviewing of new candidates and
firefighting departmental, workload and IT issues.
Achievements:
 Successful application for role of Team Support
 10 years of customer service experience
 2 years of experience in a leadership role
 Average of 1,000 calls handled per month
 100% mystery shopper result on numerous occasions
 Quality monitoring consistently above 95%
 Absence below 5% since start date
Customer Service Advisor
Lincolnshire County Council
Lincoln
2007-2014
To offer information and advice on behalf of: Registration of births, deaths and marriages, Education and School Transport,
Lincolnshire Road Safety Partnership, Lincolnshire Heritage services and Lincolnshire Library service. With the
requirement to give informed, accurate and helpful advice as well as perform administrative tasks on behalf of these
departments.
Administration Assistant
Lincolnshire County Council
Lincoln
2006 – 2007
EDUCATION
The Open University
Milton Keynes
BA Hons Business Management (Marketing)
Ongoing
Aspire Lincoln College
Lincoln
VRQ level 3 in Leadership and Management
PASS
Branston Community Academy
Lincoln
10 GCSE (5 A-C 5 D-G)
English, Maths, Science (Double Award), Expressive Arts