Anthony Stephens Email & Phone Number

United Kingdom

• Finalist for CXA awards 2023 in best customer experience strategy – Large customer and best customer experience measurement categories.• Running the customer experience program for our major corporate customers driving an improvement of over 60 NPS points whilst ensuring response rates of over 85% of our customers.• Translating customer feedback into business improvement and transformation programmes.• Managing the relationship with external providers such as Deep insight and Medalia to ensure our programme remained relevant and evolved with our business needs.• Increasing response rates by 19% year on year.• Creating and delivering internal training material.• Implementing key governance to ensure best practice was being followed.• Monetizing CX - Showcasing how a higher NPS results in increased financial in our specific customer base.• Creating and sending customer specific pre and post survey comms.• Working with internal stakeholders at all levels to identify key themes and implement fixes.Notable achievements• Increase of over 60 NPS points since in 3 years• Increase response rates by 19% in 1 year• Creating and implementing an internal transformation programme to help remove barriers to sales and customer experience• Creating a new closed loop process which saw an increase of over 25% of our teams closing the loop with our customers.• Creating a new suite of internal dashboards and reports to make customer experience a key transparent reportable.

London, United Kingdom

• Liaising with clients at senior level in the NHS sector and building excellent relationships with the aim of providing tailored solutions to meet their business requirements.• Maximising sales from existing customer base whilst also increasing levels of customer satisfaction and retention.• Building and managing virtual teams in order to effectively deliver the account plan. • Managing the full sales cycle consisting of sales planning as well as pipeline and territory development.• Producing periodic sales reports to give a breakdown of performance and subsequently advising directors of any actions that need to be taken.• Attending customer review meetings to identify customer concerns and liaising to bring about improvements in both internal and external customer journey processes.• Managing the pipeline book of business from opportunity initiation through the delivery lifecycle.• Supporting the larger business by providing relevant client feedback and intelligence to the Product Development and Marketing department. Notable Achievements:• Recognised for consistently exceeding challenging sales targets and achieved 236% of target resulting in being invited to have lunch with the Vice President.• Facilitated meetings and delivered relevant, impactful client presentations to senior figures in the NHS to successfully place full range of services as meaningful solutions.• Secured the largest contract at the time consisting of 1,700 SIM cards via the BT Mobile MVNO (Mobile Virtual Network Operator) to an NHS client that had previously never purchased from BT.• Created an innovation HUB working with Cisco, Nervecentre, Totalmobile, Stanley Health and Viewsonic that subsequently led to over £10 Million of pipeline sales before booking 6 other trusts and local government organisations within the first month.• Prepared high quality sales proposals and successfully negotiated to win profitable new business and grow renewals with NHS clients.

Supporting a new rugby league club on their journey to becoming an established community asset. Providing direct support to the committee board and advising of best practise.Attending regular board meetings.Providing an independent and impartial view on board decisions.Promoting the club within the community.

Duties:• Identifying commercial opportunities as well as supporting the negotiation of new contracts or contract renewals.• Maintaining an up to date record of communications with all leads.• Interacting with a wider team of Analysts, and Marketing Intelligence, to drive the full value of solutions to clients.Achievements:• Achieved the position of 'Best Performer' out of 100+ Advisors for 9 out of 12 months.• Exceeded demanding sales targets in each of the 12 months and delivered £2.1 Million in revenue against a £900k target. • Rewarded for performance by way of numerous international holidays as well as receiving a TV, Blue Ray player and games console.

Stoke-On-Trent, United Kingdom

Duties:• Sourcing new business opportunities through various methods and means of cold calling.• Working to challenging targets in order to book in maximum contract wins.• Remained calm and composed in highly pressurised customer situations and consistently displayed a polite and courteous demeanour. Achievements:• Consistently placed within the top 3 sales performers based on volume sales and revenue out of 180+ Sales Advisors.• Exceeded conversion rate by over 100% in each consecutive month. • Promoted to the role of Small/ Medium Enterprise Business Advisor based on reputation for outstanding performance and high achievement.

• Utilised effective skills of negotiation and persuasion when dealing with customers coming to the end of their contract. • Reached 95% of targeted KPIs regarding average call time, profit per sale, conversion and customer feedback.• Highest performing Retentions Advisor based on generated sales for 8 out of 9 months.

• Demonstrated strong business development and communication skills when closing sales.• Exceeded demanding sales targets working, which subsequently helped to increase overall store revenue.• Achieved a position within the top 5 sales performers each month based on profit volumes, customer service feedback and revenue. For details of my earlier career please request a copy of my CV from antwire@hotmail.com

A/S Level

Activities and Societies: History and Business stuides

A Certificate, Business Dynamics