Experience

Commwire Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Director

  • Jan 2015 - Present



MacGas (Formerly BP)

• Customer Services Training Lead

  • Mar 2009 - Jun 2013

  Manage, support and develop customer service advisors within their roles. Use call listening to provide call feedback, scoring, further training and assessments, monitoring adherence to processes, and ensuring delivery of B2C sales targets and maintaining team KPI’s. Confirming SLAs are being met and Distance Selling Regulations are being followed. Ensure processes are followed correctly and effectively to provide the best outcome, making short term concessions to secure long term customer retention.Manage and promote sales activities and initiatives within team for B2C sector, including prospects and retention handling. Deal with escalated complaint calls and letters and advise complaints team on resolution and credits to accounts. Create and deliver training sessions for customer service processes to my team. Working with both internal and external stakeholders on Continuous Improvement of processes within Customer Service function and implementing changes where required, and re-training where necessary.Deliver presentations and training to peer and management level.



Brook Street

• United Kingdom
• Staffing and Recruiting
• 700 & Above Employee

• Recruitment Consultant

  • Aug 2008 - Mar 2009

  Generated new sales leads using existing databases, internet searching, and territorial data. Visited existing clients to discuss and promote future and ongoing business. Worked within a target driven/ KPI’s environment meeting minimum monthly billing requirements.Negotiation of client fees, margin management and SLAs. Obtained competitor information using observational and investigative techniques. Fully interviewed and selected suitable candidates on behalf of clients, using competency based techniques and in house assessments. Prepared and delivered presentations for new clients to promote Brook Street Services. Ensured compliance was met by client and candidate.



Fox & Co Estate Agents

• Valuer & Property Management

  • Jun 2005 - Aug 2008

  Met and managed both individual and office based targets and conversion rates in relation to viewings, valuations and agreed sales and lets.Motivated and encouraged staff to meet these targets by implementing bonus schemes and commission structures. Pipeline management by effective communication throughout sales process Dealt with organizing staff rotas and all HR duties including appraisals, one to ones, recruitment and disciplinary procedures.Procurement and contract negotiation of all office related costs including office utilities, advertising, vehicles, mobile telephones Valued sales and letting properties and saw through to completion of sale or let. Credit control duties where required. Prepared Landlords’ statements and reconciliations & bank payments. Organised maintenance on properties. Ensured legal and contractual agreements and criteria were met on tenancy agreements and liaised with conveyance solicitors