Danni Baker

Background

About Danni Baker

I am an experienced senior leader with extensive experience, specialising in procedural improvements, operational performance, change management, customer service and sales all within a strict compliance framework. I have a proven track record of delivering exceptional performance, governance and operational standards; I have developed expertise within sales, business operations, management, business analytics and project management.Having held full responsibility for process optimisation in a dynamic, fast moving operational business, my ability to consult, strategically plan, account manage and deliver fiscal control and forecasting is complimented by my ability to communicate on a professional level with all levels of personnel. Through the application of appropriate management, performance and project strategy; I have designed and implemented operational improvements to maximise efficiencies, drive value and perpetuate growth whilst firmly controlling and reducing costs and mitigating risk.I have developed a capacity for identifying and generating strategies, solutions, processes and practices to ensure the smooth delivery of key objectives in the most efficient, considered and cost effective manner possible.Key Achievements:• Held full responsibility for the operational running of a 600 strong call centre with a turnover of Increased overall turnover by 20% whilst the business moved through a significant period of change• Reduced staff cost by 50% with the successful planning and introduction of new technology, without any risk to overall performance or turnover inside 6 months• Increased new customer base by 10% whilst reducing the overall staffing levels• Significantly reduced staff turnover. Attrition of staff improved by 30% inside 9 months.• Instrumental in the business achieving Investors In People Award – Gold Standard• Partnered with an international business to provide them with industry knowledge and technology• Planned, developed and successfully rolled out a bespoke training package to improve quality and compliance• Planned and successfully executed a change of compliance regulator from the MOJ to the FCA