Experience

Brandon Hire Station

• United Kingdom
• Construction
• 200 - 300 Employee

• Regional Account Manager

  • Apr 2019 - Present



Hilti Group

• Liechtenstein
• Construction
• 700 & Above Employee

• Account Manager

  • May 2017 - Apr 2019

  Managing Hilti accounts within the South/South West area. Main role maintaining relationships and building existing customer portfolio whilst prospecting for new business opportunities within the construction industry. Understanding the customers requirements and offering solutions via product, demonstrations or services with Site Managers and tradesman at site, or buyers, Project Managers and Managing Directors at a senior level. Encouraged to manage the territory as if it was your, “own business” and given autonomy to ensure a positive customer experience and develop the Hilti Brand.



B&Q

• United Kingdom
• Retail
• 700 & Above Employee

• Installation Operations Manager

  • Feb 2004 - Nov 2006

  Responsible for the day to day operations of 26,000 annual customer installation projects through a dedicated management team. Consistent customer service approach through fully engaged teams. Working to and exceeding company KPI/SLA targets within agreed P&L costs. Understanding and the implementation of new processes to improve standards, communication and overall store/regional performance.• Promoted from Team Manager to Operations Manager • Project Managed a Sales and Support team who delivered a £6M improvement in refunds in the first year• Improved Abandoned rates on inbound customer and Store / Installer lines into the call centre within agreed SLAs• Key part of the management team that delivered a £4M positive P&L swing during one year with a proactive approach to costs.

• Call Center Manager

  • May 2001 - Feb 2004

  Responsible for general inbound customer enquiries from the warehouse format stores. Engaging and responsible for 4 team leaders managing 60 EFT ensuring high customer service levels. Working to and exceeding company KPI’s. Reporting to General Manager on service trends, centre performance management reviews and customer satisfaction reports. Highlighting potential future management for continued growth. Accountable for achieving telesales targets on newly developed website on DIY.COM• Delivered week on week a <10% abandon rate on all inbound customer calls through dedicated teams• Rolled out Telesales Training with training department to ensure telesales targets met• Utilised “Experts Team” for our Call Centre, Installation, & Customer service teams to increase our customer service offer

• Store Manager

  • Nov 1983 - May 2001

  Customer service assistant responsible for product depth, presentation, customer service, stock ordering, pricing and replenishment.Junior Management level, responsible for as above, as well as staff engagement, training and sales opportunities.Store Manager level, responsible for as above, as well as recruitment, staff retention, maximising sales, shrinkage, health and safety, maintaining positive P&L accounts, customer satisfaction, security & ultimately profitability.• Regularly exceeded sales targets in Supercentre format as Store Manager• Received recognition for the warehouse and storage area in Trowbridge store “Store of excellence”• Key member of a management team in a new store Hedge End opening programme which was completed in record time and below budget • Winner of “Best department” in Hedge End Warehouse recognised for service offer, stock levels, presentation and customer service.