Experience

Helix Renewables

• United Kingdom
• Services for Renewable Energy
• 1 - 100 Employee

• Sales Director

  • Sep 2022 - Present



EB Charging

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Regional Sales Director

  • Mar 2021 - Sep 2022

• Sector Director

  • Jan 2021 - Mar 2021

  Powering the future, now.EB Charging is a leading clean tech and electric vehicle charge point operator and infrastructure consultancy for the public and private sectors.We started out on a mission to improve air quality and help build a more sustainable future, and that vision still drives us today.A fast-track electric vehicle charging infrastructure partner, with numerous public, private and third sector schemes to our name, we installed and operate the biggest on-street lamppost charge point array in the UK.Whether it’s electrifying fleets or providing destination charging, we’re committed to finding integrated, future-proof solutions on both a strategic and product level. We take the time to understand every organisation’s unique goals and pain points, dig into the data – or gather our own – and meet challenges in the most appropriate and cost-effective way.We devise innovative solutions for real problems.



Utility Point

• United Kingdom
• Utilities
• 1 - 100 Employee

• Academy Manager

  • Jul 2020 - Dec 2020

  Built our internal Academy (Centre of excellence) to help all employees (160) advance their skills and knowledge, and helped people learn and grow with both technical and soft skills training modules, courses and programmes. Assessed both individual, departmental, and organisational learning and development needs.Identified skills gaps and future learning requirements whilst co-ordinating the logistics of training sessions. Created and executed learning strategies and programs and evaluated individual and organisational development needs through skills gap and training needs analysis.Implemented various learning methods company-wide (e.g. coaching, job-shadowing, online training)Designed and delivered e-learning courses, workshops, and other training using formal, informal and innovative ideas, assessed the success of development plans and helped employees make the most of learning opportunities.Helped managers and team leaders develop their team members through career pathing whilst evaluating the success of learning interventions and reported to senior management.Kept abreast of latest learning and development products and approaches

• Customer Service Manager

  • Oct 2019 - Jul 2020

  I was trusted with a call centre initially with 25 minute customer queues, over 9 minute wrap and up to 40% dropped calls on average daily to a sustained 30 second ASA, four minute wrap and no dropped calls and all inbound emails answered daily, within 6 months.Provided help to customers using company products, services and support.Lead and developed customer service team to deliver world class customer service and change the current culture, developed and grew the customer service team to achieve their full potential. Investigated and solved complex problemsHandled any escalated customer complaints or any major incidents.Analyzed statistics and data and produced reports from this.Produced written information, wrote reports analyzing customer service performance.Developed feedback and complaints procedures for customers to use.Improved customer service procedures, policies and standards.Involved in all recruitment and appraisals.kept ahead of developments in customer service.



Victory Energy UK

• United Kingdom
• 1 - 100 Employee

• Business Sales & Support Manager

  • May 2018 - Sep 2019

  Responsible for recruitment, training and developing an effective office based sales and support team in line with company policies and procedures to facilitate, implement and support the delivery of all channel targets and brand development associated with the tele-sales channel for energy efficiency, supply and services along with activity of the face to face, digital, and partner channels. This included undertaking, evaluating and analising the customer quality assurance requirements and building the QA model in conjunction with identifying individual & group training needs, coaching and developing relationships between internal & external stakeholders to ensure sales activity compliance with regulatory defined standards of practice. Upon a change in business direction, I wrote sales processes & procedures to auditable regulatory compliance along with training modules including, complaint handling, consultative selling, mindset and motivational goal setting as well as CRM and web-based program design and UAT testing. Developed territory strategy for field agents using socio & cameo demographic tools.



B&Q

• United Kingdom
• Retail
• 700 & Above Employee

• Tradepoint Manager

  • Nov 2016 - Jul 2018

  My various B&Q roles above included, the objective to deliver sales targets of £5million p.a., deliver customer sign up targets and world class customer service via customer feedback, deliver mystery shopper 100%, reduce missed call stats, recruit, train, manage develop and empower my teams and colleagues, support and drive change. Manage stock, reduce stock loss/shrinkage & theft. In addition, deal with high level customer complaints to resolution, build relationships with trade and public customers, run recruitment days, identify opportunities to create additional sales and business improvements. Complete store health and safety walks, fire risk assessments for store, fire champion and first aider, open and close store. Completed rising stars and ‘Aspire’ in house fast track courses. – Consistently achieved sales, customer sign up, phone stats and mystery shopper targets.

• Hardware Manager

  • Oct 2016 - Nov 2016

  My various B&Q roles above included, the objective to deliver sales targets of £5million p.a., deliver customer sign up targets and world class customer service via customer feedback, deliver mystery shopper 100%, reduce missed call stats, recruit, train, manage develop and empower my teams and colleagues, support and drive change. Manage stock, reduce stock loss/shrinkage & theft. In addition, deal with high level customer complaints to resolution, build relationships with trade and public customers, run recruitment days, identify opportunities to create additional sales and business improvements. Complete store health and safety walks, fire risk assessments for store, fire champion and first aider, open and close store. Completed rising stars and ‘Aspire’ in house fast track courses. – Consistently achieved sales, customer sign up, phone stats and mystery shopper targets.

• Service and delivery manager

  • Aug 2013 - Sep 2016

  My various B&Q roles above included, the objective to deliver sales targets of £5million p.a., deliver customer sign up targets and world class customer service via customer feedback, deliver mystery shopper 100%, reduce missed call stats, recruit, train, manage develop and empower my teams and colleagues, support and drive change. Manage stock, reduce stock loss/shrinkage & theft. In addition, deal with high level customer complaints to resolution, build relationships with trade and public customers, run recruitment days, identify opportunities to create additional sales and business improvements. Complete store health and safety walks, fire risk assessments for store, fire champion and first aider, open and close store. Completed rising stars and ‘Aspire’ in house fast track courses. – Consistently achieved sales, customer sign up, phone stats and mystery shopper targets.



The Bridge

• Hampshire

• Training Development Manager

  • Oct 2010 - Aug 2012

  Developed, wrote, delivered and revised the company induction and training packages for over 150 staff, designed general, role specific including Sales Coaches & Quality Assessors and motivational courses, day to day management and career development plans for internal departments and campaigns. Used VARK assessing to understand learning styles and deliver specific learning requirements. As part of the Call Centre Management Team, the role entailed the delivery of quarterly training analysis of all employees, including learning improvement modules in-line with the unique needs of a call centre environment, liaising with management teams about pre and post-induction requirements for on-going development and success, design of recruitment workshops and assessment centres for Team Leaders to meet regulatory compliance standards for auditing purposes. Additionally, I oversaw NVQ qualifications offered by external, championed knowledge sharing and structured training initiatives for in-house courses, developed innovative training methods including concept of agent & management learning programmes including 50 lessons & executive book summaries motivational videos and lessons. Introduced the ‘Winning Edge Management’ thought process for senior team using online learning, trained all team leaders, managers and coaches on Smart coaching, swot analysis and growth models, helped write and design the call centre scripting to ensure call handling, active listening skills and objection handling, this training has now been cascaded across the branch network due to success of training. Started project work with Aston university on organizational motivation. Whilst at LSL, I received recognition as detailed below: . South West Contact Centre awards runner up 2011 & finalist 2012 -Trainer of the year & Employees choice 2010 and 2011



RSPB

• Fundraising Manager

  • 2009 - 2010

  The key aspects of the role were new memberships, raising awareness of the RSPB campaigns and objectives to the general public, recruitment, training & support and performance management of new and existing fundraisers, leading from the front and recognizing and approaching prospective customers for own membership sign ups, engaging with the customer to gain commitment including signing customers up as Members and active team encouragement to achieve daily, weekly and monthly targets. The key aspects of the role were new memberships, raising awareness of the RSPB campaigns and objectives to the general public, recruitment, training & support and performance management of new and existing fundraisers, leading from the front and recognizing and approaching prospective customers for own membership sign ups, engaging with the customer to gain commitment including signing customers up as Members and active team encouragement to achieve daily, weekly and monthly targets.



LG Computers Ltd

• Business Improvement Manager

  • 2007 - 2009

  Responsible for day to day running of a small business including, • Business improvement • Customer service • Administration • Marketing • Developed & implemented a business help-desk • Developed & implemented a complaints & feedback procedure • Mapped customer journey process highlighting risks and suggested improvements Responsible for day to day running of a small business including, • Business improvement • Customer service • Administration • Marketing • Developed & implemented a business help-desk • Developed & implemented a complaints & feedback procedure • Mapped customer journey process highlighting risks and suggested improvements



Centrica

• United Kingdom
• Utilities
• 700 & Above Employee

• Business improvement analyst

  • 1995 - 2007

  British Gas – 1995 – 2007 - 3 x roles = • National Recruitment Planning Project Manager - Tactical Planning • National Campaign Prompts Project Manager • Sales Opportunity & Customer Retention Analyst British Gas – 1995 – 2007 - 3 x roles = • National Recruitment Planning Project Manager - Tactical Planning • National Campaign Prompts Project Manager • Sales Opportunity & Customer Retention Analyst