Daniel Rogers
Customer Service Manager @Kroo Bank
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WORK HISTORY
Customer Service Manager @Kroo Bank
Manchester, GB
At Kroo, I lead a hybrid Customer Service Team supporting app-based banking customers across chat, calls, and email. I manage daily operations, coaching, performance, and capacity planning, while collaborating with Product, Tech, and Risk to improve the customer journey. I oversee quality assurance, FCA compliance, and best practices in vulnerability and complaint handling, having introduced coaching frameworks, boosted CSAT, and implemented tools that enhanced efficiency and first contact resolution.
EDUCATION
The Oldham College
Diploma, IT & Business Studies
ABOUT DANIEL ROGERS
Accomplished Customer Service Leader with over 15 years’ experience in financial services and hospitality, driving high performing teams and consistently delivering exceptional customer experiences. Proven track record of improving customer satisfaction scores, streamlining operations, and reducing complaint resolution times. Skilled in coaching and developing teams, implementing process improvements, and fostering a customer-centric culture. Experienced in managing complex escalations, ensuring regulatory compliance, and aligning team performance with strategic business objectives. Known for leveraging data-driven insights to enhance service delivery, boost efficiency, and achieve measurable operational results.
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