Andy Coyle Email & Phone Number

Shrewsbury, Gb

United Kingdom

Manchester, United Kingdom

Operations Director – One Call I successfully developed a national contact centre (One Call) to support 90 regional sales centres and currently manage daily operations. I am responsible for the P&L for the re-hire department and manage all operational functions including system and process implementation, training and development, sales development, account management, and strategy development. I manage a team of 35 staff comprising Team Leaders, Sales Agents, Account Managers, Customer Service Advisors and Administrators, and drive performance through KPIs, quality training and development of a positive culture. Responsible for increasing revenue, improving service standards and expanding market share, I forge solid customer relationships and create specialist systems to accommodate their needs.• Developed a successful National Hire Desk Call Centre as a standalone business, which manages 30,000 inbound calls a month, and integrated it into the Hire Station branch network.• Grew annual revenue from £5m to £30m and currently manage 12,000 current live contracts, which equates to 60% of the overall Hire Station business.• Created a standalone re-hire business within the call centre, with revenues in excess of £3m pa.• Developed a dedicated Outbound Telesales team and Customer Relations team to drive sales and improve customer service.• Managed cultural and operational changes during growth phase, where staffing increased from 8 FTE to 35, and achieved a staff turnover rate of less than 3% pa.• Designed and delivered Sales Training Programme to over 1,000 staff and Senior Management across 90 branches.• Currently building an IPAF Pasma Training department to fulfil training needs, which is predicted to generate revenues in excess of £1m pa.

Manchester, United Kingdom

In this role, I was responsible for managing daily activities, planning and allocating resources, managing staff performance and driving sales.

National

I was responsible for developing sales training and motivational programmes and delivering training to between 8 and 60 staff at venues across the UK.

Shropshire & West Midlands

Responsible for 8 satellite distribution centres, I managed P&L and budgets, and drove sales across the centres.

Shrewsbury, United Kingdom

Shrewsbury, United Kingdom