Experience

Ashworth

• United Kingdom
• Wholesale Hardware, Plumbing, Heating Equipment
• 1 - 100 Employee

• Truck Driver

  • Jul 2016 - Present



EMPLOYER SSE

• Direct Sales Executive

  • Jun 2009 - Sep 2011

  Liaising with the general public in a busy named department store.. Promoting a viable energy promotion. Using correct procedure to ensure compliance with OFGEM. Maximizing opportunity so as to increase performance. Being targeted for performance. Protecting and ensuring good customer service. Self motivation and having the ability to motivate others Liaising with the general public in a busy named department store.. Promoting a viable energy promotion. Using correct procedure to ensure compliance with OFGEM. Maximizing opportunity so as to increase performance. Being targeted for performance. Protecting and ensuring good customer service. Self motivation and having the ability to motivate others



Convergys Intelligent Contact

• United Kingdom
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Sales Manager

  • Mar 2008 - Jan 2010

  Managed a team of 20 sales agents ensuring my team were motivated and trained to a high standard so they can effectively promote and sell any products we were promoting, exceeding current targets and keeping their personal KPI's green! Ongoing training,development & coaching constantly delivered to ensure a world class service and personal rewards gained

• Sales Manager

  • Mar 2009 - Jun 2009

  Managing a team of 15 advisors each with a specific target or goal to aim for. Ensuring that targets are met/exceeded on a daily basis both individually and as a teamMonitoring timekeeping, sickness, performance and personal/business issues. Applying fault management procedures.Analyzing performance of the department and implementing changes, delivering business objectives. Taking ownership for disciplinaries and following company procedures for addressing sickness and Non-adherent behaviors. Show less



O2

• Renewables & Environment
• 400 - 500 Employee

• Team Manager

  • Nov 2007 - Dec 2008

  Managing a team of 20 sales agents each with a specific target or goal to aim for. Ensuring that targets are met/exceeded on a daily basis both individually and as a teamKeeping sickness, Churn, and UA to a minimumEnsuring business requirements are met with profits at the forefront of my daily responsibilityLiaising with account management, clients, and high level management to ensure consistency and maximum performance is adhered to.Delivering training or coaching to deliver a world class service ensuring all KPI's are metThe overall management of administration including recruiting, training, coaching and development. Show less

• Team Manager

  • Jun 2004 - Oct 2007

  Managing a team of 18 Customer Advisors ensuring they had all the skills and knowledge to provide customers with first line service support for all queries.Support planning, HR and high-level management to drive growth and reducing churn.Applying fault management procedures.Customer champion for specific accounts including BBC and Arsenal football club, developing the ongoing service relationship to move the business forward. Monitoring timekeeping, sickness, performance and personal/business issues. Collating and updating VIP, Corporate and SME customer contact details into a central database.Analyzing performance of the department and implementing changes, delivering business objectives.Achievements Introduced a stress management toolkit for the prevention and after care for any personnel suffering from the signs and symptoms of stress.Designed a Broadband presentation portfolio now widely used across the business internally and with customers.Liased with the Business Showcase Centres to provide bespoke environments tailored to individual Service Providers attending events and workshops. Migration trainer for the launch of a new high speed Internet access, ensuring training and knowledge learnt was taken on to the floor and shared with internal/external customers. The set up of a technical helpdesk in Leeds. Control of a reliable combined list of customers and details for Major Service Outages. Show less



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Team Manager

  • Jan 2000 - Jan 2008

  Manager of a team of 15 customer service advisers. Ensuring sickness, lateness, adherence and off call work was kept to a minimum. Ensuring all KPI's are green and all targets exceeded. Through call quality and side by side coaching ensuring that the customer calling had a world class service and that all calls were resolved first time. Coaching sand development a major aspect in providing all team members with the skills and knowledge to push the company above and beyond. Liaising with other departments and having a sound working relationship was essential. Show less