Experience

Aerial Direct

• United Kingdom
• Telecommunications
• 100 - 200 Employee

• Learning and Development Business Partner

  • Nov 2022 - Present

  Design and develop training programs for all contact centre sales teams • Design, implement and deliver a Sales Academy for inexperienced Sales employees • Support with onboarding all new employees in the designated business areas providing engaging sales training and coaching • Support managers, team leaders and pod leaders with call coaching, performance improvement plans and identifying areas of improvement in their teams • Support the wider HR function with feedback on new… Show more Design and develop training programs for all contact centre sales teams • Design, implement and deliver a Sales Academy for inexperienced Sales employees • Support with onboarding all new employees in the designated business areas providing engaging sales training and coaching • Support managers, team leaders and pod leaders with call coaching, performance improvement plans and identifying areas of improvement in their teams • Support the wider HR function with feedback on new and existing employees, maintaining confidentiality at all times • Use known education principles and stay up-to-date on new training methods and techniques • Design, prepare and order educational aids and materials • Assess instructional effectiveness and determine the impact of training on employee skills and KPIs • Identify and advise on engagement plans for telesales employees to maximise profit, minimise staff attrition and improve EVP • Gather feedback from employees and review to ensure material and delivery style is continuously reviewed and improved • Maintain training records ensuring telesales teams are compliant and have completed mandatory training • Deliver training to pod leads and team leads on call coaching to foster an environment of continuous improvement • Manage and maintain in-house training facilities and equipment • Research and recommend new training methods • Ensure all training material is up to date, version controlled and centrally held

• Learning and Development (Sales) Manager

  • Jan 2019 - Nov 2022

  Developing different areas of the business to improve business efficiencies. Implementing Sales Strategies to boost performance Writing sales training to suit both existing customer calls and cold calling calls Script Writing for existing customer renewals and New customers both cold and warm calling Call Coaching Management Training Personal Development for individuals SMART Targetting and goal setting



Snag Tackle

• Co-Owner

  • Jan 2021 - Present

  Being the owner of an online fishing tackle retailer, my duties involve the below: Website management Social media management Sales Strategy - both in the UK and further afield Supporting our sponsored angling team to achieve their goals Customer engagement Media management Stock control As a new business, this takes up a large part of my social life, and I thoroughly enjoy it as it runs alongside my passion for Carp fishing. In 6 months trading we have… Show more Being the owner of an online fishing tackle retailer, my duties involve the below: Website management Social media management Sales Strategy - both in the UK and further afield Supporting our sponsored angling team to achieve their goals Customer engagement Media management Stock control As a new business, this takes up a large part of my social life, and I thoroughly enjoy it as it runs alongside my passion for Carp fishing. In 6 months trading we have seen large growth, growing 120% to target month on month (average) Show less Being the owner of an online fishing tackle retailer, my duties involve the below: Website management Social media management Sales Strategy - both in the UK and further afield Supporting our sponsored angling team to achieve their goals Customer engagement Media management Stock control As a new business, this takes up a large part of my social life, and I thoroughly enjoy it as it runs alongside my passion for Carp fishing. In 6 months trading we have… Show more Being the owner of an online fishing tackle retailer, my duties involve the below: Website management Social media management Sales Strategy - both in the UK and further afield Supporting our sponsored angling team to achieve their goals Customer engagement Media management Stock control As a new business, this takes up a large part of my social life, and I thoroughly enjoy it as it runs alongside my passion for Carp fishing. In 6 months trading we have seen large growth, growing 120% to target month on month (average) Show less



LeadStream Leads

• Advertising Services

• Group Operations Manager

  • Feb 2017 - Jun 2018

  LeadStream is a premium lead marketplace specialising in the online acquisition of customers for large insurance providers, lenders, brokers and intermediaries. Our platform enables brokers to plug into and access an entire market of financial services through both our partners and or our own direct to consumer brand QuoteSearch.com. Our products include Life Insurance, Private Medical Insurance, Mortgages, Loans, Pensions and Debt Management. We have significant growth… Show more LeadStream is a premium lead marketplace specialising in the online acquisition of customers for large insurance providers, lenders, brokers and intermediaries. Our platform enables brokers to plug into and access an entire market of financial services through both our partners and or our own direct to consumer brand QuoteSearch.com. Our products include Life Insurance, Private Medical Insurance, Mortgages, Loans, Pensions and Debt Management. We have significant growth plans in 2017 and are looking for brokers to work with us that we can provide with high quality financial services leads. We also operate as a lead generation expert in many other verticals offering lead generation, appointment generation, telesales and customer service call centre environments acting as a BPO for other businesses. For more information please contact me directly on mike.parks@leadstream.co.uk or call on 01489 663183 Show less LeadStream is a premium lead marketplace specialising in the online acquisition of customers for large insurance providers, lenders, brokers and intermediaries. Our platform enables brokers to plug into and access an entire market of financial services through both our partners and or our own direct to consumer brand QuoteSearch.com. Our products include Life Insurance, Private Medical Insurance, Mortgages, Loans, Pensions and Debt Management. We have significant growth… Show more LeadStream is a premium lead marketplace specialising in the online acquisition of customers for large insurance providers, lenders, brokers and intermediaries. Our platform enables brokers to plug into and access an entire market of financial services through both our partners and or our own direct to consumer brand QuoteSearch.com. Our products include Life Insurance, Private Medical Insurance, Mortgages, Loans, Pensions and Debt Management. We have significant growth plans in 2017 and are looking for brokers to work with us that we can provide with high quality financial services leads. We also operate as a lead generation expert in many other verticals offering lead generation, appointment generation, telesales and customer service call centre environments acting as a BPO for other businesses. For more information please contact me directly on mike.parks@leadstream.co.uk or call on 01489 663183 Show less



Business Protection Expert Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Group Operations Manager

  • Feb 2017 - Jun 2018

  Specialists in Key Man Insurance, Partnership Protection and Shareholder Protection we are here to guide you in the purchase of business protection. FCA registered we are authorised to offer you advice on products from a range of providers, along with FREE quotes. Based in the South Coast of the UK, all of our advisers are happy to speak with you over the phone, via email or if you would prefer in person. Specialists in Key Man Insurance, Partnership Protection and Shareholder Protection we are here to guide you in the purchase of business protection. FCA registered we are authorised to offer you advice on products from a range of providers, along with FREE quotes. Based in the South Coast of the UK, all of our advisers are happy to speak with you over the phone, via email or if you would prefer in person.



Innovation Group Limited

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

• Operations Manager

  • Mar 2016 - Jan 2017

  Managing a multi-channel 24/7 contact center dealing with automotive insurance claims. Responsible for 5 x Team Managers and around 75 FTE and 15 PTE. Key responsibilities revolve around process development, manager coaching/development, people management/development, recruitment, operational excellence (driving performance), managing quality audits, and overall productivity of the 365 24/7 operation. Key Focus Areas: • Business Improvement & Change • Management Information… Show more Managing a multi-channel 24/7 contact center dealing with automotive insurance claims. Responsible for 5 x Team Managers and around 75 FTE and 15 PTE. Key responsibilities revolve around process development, manager coaching/development, people management/development, recruitment, operational excellence (driving performance), managing quality audits, and overall productivity of the 365 24/7 operation. Key Focus Areas: • Business Improvement & Change • Management Information Design & Analysis • Software Development & Testing • Learning & Development Strategy • Performance Management • Management Coaching & Development • Best Practice • Regulatory Compliance • Recruitment Show less Managing a multi-channel 24/7 contact center dealing with automotive insurance claims. Responsible for 5 x Team Managers and around 75 FTE and 15 PTE. Key responsibilities revolve around process development, manager coaching/development, people management/development, recruitment, operational excellence (driving performance), managing quality audits, and overall productivity of the 365 24/7 operation. Key Focus Areas: • Business Improvement & Change • Management Information… Show more Managing a multi-channel 24/7 contact center dealing with automotive insurance claims. Responsible for 5 x Team Managers and around 75 FTE and 15 PTE. Key responsibilities revolve around process development, manager coaching/development, people management/development, recruitment, operational excellence (driving performance), managing quality audits, and overall productivity of the 365 24/7 operation. Key Focus Areas: • Business Improvement & Change • Management Information Design & Analysis • Software Development & Testing • Learning & Development Strategy • Performance Management • Management Coaching & Development • Best Practice • Regulatory Compliance • Recruitment Show less



UnbeatableCar.com

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

• Contact Centre Manager

  • Sep 2015 - Mar 2016

  Developing and managing a full inbound/outbound multi site Contact Centre. Managing a fully blended multi-channel communication setup from initial set-up to delivery. Effective delivery of both service and sales with customers. Increasing footfall to the Showroom to help in turn increase profitability through sales. Developing and managing a full inbound/outbound multi site Contact Centre. Managing a fully blended multi-channel communication setup from initial set-up to delivery. Effective delivery of both service and sales with customers. Increasing footfall to the Showroom to help in turn increase profitability through sales.



M12 Solutions Ltd

• Business Development Manager

  • Jun 2015 - Sep 2015

  M12 Solutions is a Telecommunications business based in Hampshire with a client base located across the country. We are a complete telecoms firm providing low-cost phone lines and calls to business internet and business mobile deals. Our heritage is in the supply of latest VoIP phone systems with particular strength supplying SpliceCom and ShoreTel equipment. We serve all kinds of organisations with their phone system needs as well as their accompanying network services, internet… Show more M12 Solutions is a Telecommunications business based in Hampshire with a client base located across the country. We are a complete telecoms firm providing low-cost phone lines and calls to business internet and business mobile deals. Our heritage is in the supply of latest VoIP phone systems with particular strength supplying SpliceCom and ShoreTel equipment. We serve all kinds of organisations with their phone system needs as well as their accompanying network services, internet connectivity and business mobile, with round-the-clock pro-active support and a strong emphasis on providing excellent account management. It is a fact that our clients are usually ambitious, growing and providers of great service and using our one stop services to help them achieve competitive advantage. Show less M12 Solutions is a Telecommunications business based in Hampshire with a client base located across the country. We are a complete telecoms firm providing low-cost phone lines and calls to business internet and business mobile deals. Our heritage is in the supply of latest VoIP phone systems with particular strength supplying SpliceCom and ShoreTel equipment. We serve all kinds of organisations with their phone system needs as well as their accompanying network services, internet… Show more M12 Solutions is a Telecommunications business based in Hampshire with a client base located across the country. We are a complete telecoms firm providing low-cost phone lines and calls to business internet and business mobile deals. Our heritage is in the supply of latest VoIP phone systems with particular strength supplying SpliceCom and ShoreTel equipment. We serve all kinds of organisations with their phone system needs as well as their accompanying network services, internet connectivity and business mobile, with round-the-clock pro-active support and a strong emphasis on providing excellent account management. It is a fact that our clients are usually ambitious, growing and providers of great service and using our one stop services to help them achieve competitive advantage. Show less



Portsdown Office Limited

• United Kingdom
• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• New Business Development Manager

  • Dec 2014 - May 2015

  Portsdown Group covers all spectrums of FF&E and ICT. Our approach is simple, we work with our clients to understand their business and requirements and tailor flexible, high quality FF&E and ICT services specific to their needs. Portsdown have worked within both Public and Private sectors for the past 30 years. We leverage our skills and experience through a multi-disciplinary approach that provides optimal value to construction projects. We are a nationwide provider… Show more Portsdown Group covers all spectrums of FF&E and ICT. Our approach is simple, we work with our clients to understand their business and requirements and tailor flexible, high quality FF&E and ICT services specific to their needs. Portsdown have worked within both Public and Private sectors for the past 30 years. We leverage our skills and experience through a multi-disciplinary approach that provides optimal value to construction projects. We are a nationwide provider specialising in all spectrums of FF&E and have a proven track record in delivering Innovative & dynamic environments for commercial and education spaces. Our capabilities and resources include but are not limited to the following: • Consultancy • Project Management, Logistics and Operational excellence • Procurement of Fixed and Loose FF&E • Client engagement • Fixed FF&E manufacturing and Installation • BIM compliant FF&E Design Co-ordination • Specialist consulting on FF&E and ICT • Conceptual Design and vision development • Budget Management • Bid support & partnering (PITT, ITT) • Legacy surveys and Audits • FF&E and ICT Decant & Move management • Cat A & B Design and Build Fit Out, Refurbishment and Remodelling • Dilapidations • Smart Working Commercial office consultancy Show less Portsdown Group covers all spectrums of FF&E and ICT. Our approach is simple, we work with our clients to understand their business and requirements and tailor flexible, high quality FF&E and ICT services specific to their needs. Portsdown have worked within both Public and Private sectors for the past 30 years. We leverage our skills and experience through a multi-disciplinary approach that provides optimal value to construction projects. We are a nationwide provider… Show more Portsdown Group covers all spectrums of FF&E and ICT. Our approach is simple, we work with our clients to understand their business and requirements and tailor flexible, high quality FF&E and ICT services specific to their needs. Portsdown have worked within both Public and Private sectors for the past 30 years. We leverage our skills and experience through a multi-disciplinary approach that provides optimal value to construction projects. We are a nationwide provider specialising in all spectrums of FF&E and have a proven track record in delivering Innovative & dynamic environments for commercial and education spaces. Our capabilities and resources include but are not limited to the following: • Consultancy • Project Management, Logistics and Operational excellence • Procurement of Fixed and Loose FF&E • Client engagement • Fixed FF&E manufacturing and Installation • BIM compliant FF&E Design Co-ordination • Specialist consulting on FF&E and ICT • Conceptual Design and vision development • Budget Management • Bid support & partnering (PITT, ITT) • Legacy surveys and Audits • FF&E and ICT Decant & Move management • Cat A & B Design and Build Fit Out, Refurbishment and Remodelling • Dilapidations • Smart Working Commercial office consultancy Show less



Market Makers

• Brazil
• Financial Services
• 1 - 100 Employee

• Contact Centre Management - Direct Marketing Manager

  • Feb 2012 - Nov 2014

  Here at Market Makers, I am accountable and responsible for the overseeing of marketing accounts for businesses on a variety of levels. I handle FTSE 500 companies, and smaller companies alike to deliver quality appointments or leads. I am responsible for coaching, data sourcing, reporting, recruitment, and client liaison on a daily basis. With a team of up to 8 diallers I manage tele-marketing, email marketing and marketing strategy for all of my clients to show them positive ROI's for their… Show more Here at Market Makers, I am accountable and responsible for the overseeing of marketing accounts for businesses on a variety of levels. I handle FTSE 500 companies, and smaller companies alike to deliver quality appointments or leads. I am responsible for coaching, data sourcing, reporting, recruitment, and client liaison on a daily basis. With a team of up to 8 diallers I manage tele-marketing, email marketing and marketing strategy for all of my clients to show them positive ROI's for their campaigns. We are currently the UK's number 1 Telemarketing Agency as confirmed by the B2B Marketing awards Show less Here at Market Makers, I am accountable and responsible for the overseeing of marketing accounts for businesses on a variety of levels. I handle FTSE 500 companies, and smaller companies alike to deliver quality appointments or leads. I am responsible for coaching, data sourcing, reporting, recruitment, and client liaison on a daily basis. With a team of up to 8 diallers I manage tele-marketing, email marketing and marketing strategy for all of my clients to show them positive ROI's for their… Show more Here at Market Makers, I am accountable and responsible for the overseeing of marketing accounts for businesses on a variety of levels. I handle FTSE 500 companies, and smaller companies alike to deliver quality appointments or leads. I am responsible for coaching, data sourcing, reporting, recruitment, and client liaison on a daily basis. With a team of up to 8 diallers I manage tele-marketing, email marketing and marketing strategy for all of my clients to show them positive ROI's for their campaigns. We are currently the UK's number 1 Telemarketing Agency as confirmed by the B2B Marketing awards Show less



The Listening Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Sales/Team Manager (Contact Centre Manager)

  • Jan 2007 - Jan 2012

  I worked on a multitude of major accounts from financial services to customer service. I have completed both inbound and outbound sales in this role as well as management of both inbound and outbound teams, I worked on a multitude of major accounts from financial services to customer service. I have completed both inbound and outbound sales in this role as well as management of both inbound and outbound teams,