Experience

UCML (Utilities Connections Management Ltd)

• Utilities
• 1 - 100 Employee

• Business Development Manager

  • Sep 2021 - Present



Communications Plus Limited

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Sales Manager

  • Jan 2017 - Sep 2021

  Key Responsibilities:● Accountable for the recruitment, training and direct management of personnel, maximise productivity through ongoing performance monitoring and review● Execute HR policies including sickness/absence monitoring and reduction; conduct staff 1-2-1s and appraisals, implement performance improvement plans to enhance staff productivity● Regularly analyse workload and team productivity to plan resources to ensure efficient departmental delivery● Develop customer strategies that targeted customer segments to drive acquisition and retention● First point of contact for all escalated customer complaints and queries, follow up to ensure resolution● Support the resolution of issues by working with the sales and customer service teams ● Collate, analyse and interpret data to produce reports ● Oversee all daily / weekly performance meetings and sharing best practice with colleagues for improvements● Support the growth of the business by participating in projects, leading on areas that impact the Sales and Customer Service Teams● Utilise expertise to identify potential new methods of improving team and business efficiency raising customer satisfaction, service and retention levelsKey Achievements:● Implemented processes to enhance sales conversions. Previously the store converted at 1 in 28 for new agreements, steered the team to achieved conversions of 1 in 20 ● Increased Insurance sales percentage from an average of 25% to 40-45%● Consistently in top 3 for company sales and profit● Improved customer service scores taking the score for 80% to a yearly average of 94%● Google review score of 4.6/5● Stayed within top 5 for company fanbase scores● Scored 100% frameworks assessment

• Assistant Sales Manager

  • Nov 2013 - Jan 2017

  Nov 2013 - Jan 2017 Assistant Sales Manager - Communications Plus Key Responsibilities:● Directly assisted with the success and profit of the business by engaging customers in a friendly and welcoming manner, upsold other services and products● Promoted an environment of excellent customer service to create an unforgettable customer experience● Worked with other team members to establish the businesses future activity on a medium and long term basis adapting to the changing market conditions ensuring long term commercial success ● Delivered all individual KPI’s and other company objectives, consistently in the top 3 of sales● Served as Manager in their absenceKey Achievements:● Due to commitment and achievements, gained a promotion to Assistant Store Manager● Supported the team to achieve sales by implementing sales techniques which led to more sales group wide● Consistently achieved 100% in Measure of Excellence audits

• Sales Advisor

  • Aug 2010 - Nov 2013

  Key Responsibilities:● Professionally served customers and provided expert advice on products ● Managed payment systems, taking cash and card payments and issued returns and refunds ● Dealt with all customer enquiries and complaints in a calm and timely mannerKey Achievements:● Continuously met all personal targets whilst maintaining customer satisfaction above 90%



MBNA

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Telesales Agent

  • Sep 2007 - Aug 2010