• Motivated a Telesales team to deliver in excess of £800,000 sales per month contributing on average 109% of budget set.• Achieved more than £645,000+ in gross profit growth compared to previous year.• Administered business solutions through identifying cause for problems using Fishbone and DMAIC techniques which supported a positive improvement to EBIT growth of approximately 5% on forecast.• Re-structured bonus and incentives to match business objectives which increased the gross monthly profit by 1.19%.• Established policies and processes to improve business performance. • Conducted weekly performance and coaching plans using SMART coaching techniques to lead a 5 year team of underperforming advisors to rise and achieve on average 110% of their targets per month. This will equate to on approximately £18,000+ more sales per month, per advisor.• Monitored in excess of 150 calls a month for feedback and improvement.• Completed successful personal development plan for advisors to drive high performance.• Dealt with customer and client complaints bringing them to satisfactory resolutions.• Recruited and took new employees through a structured training plan which resulted in 100% of new employees passing their probationary period.• Reduced attrition within the business to build a solid ground for growth.• Set KPI’s which include AHT, QA, Sales target, Profit target which drove strong SLA results.• Drove best behaviour and practices throughout the business by creating and implementing policies and procedures.• Motivated and mentored the Sales and Retentions team to be proactive leaders driving positive changes.• Directed the day to day operation of the Telesales and Retentions team.• Managed spend and budget.

· Set up an online furniture business which exceeded turnover of £200,000 in the first financial year and a profit of over £7,000 in the first year of trading. · Overlooked the accounts for the business to ensure healthy cash flow and profit. · Analysed data and used the information to increase sales by 20%. · Put in processes to strengthen brand development. · Managed and multi online sales channels which include Ebay and Website. · Outsourced work both inside the UK and outside and managed accordingly. · Strategic consulting including business plan and sales strategy development. · Managed and drove Google shopping and SEO sales. · Tweaked PPC campaigns to get optimum results. · Generated new links to grow the business. · Collected and analysed data to drive the changes which led to the success of the business. · Built relationship with suppliers to drive sales and save costs for the business. · Advance knowledge of Ebay trading rules and performance requirements. · Built and project managed an engaging IVR service. · Negotiated contracts with UK’s major Furniture suppliers. · Set up Refunds, Stock, Accounting, Customer Service, Service Level procedures to ensure the operation of the business is successful. · Set up an online social presence.

• Lead a team of 12 advisors to exceed the average collection of £170,000 each month whilst retaining employees.• Successfully lowered the company’s employee attrition level by retaining a team of 12 advisors.• Lowered sickness level to a high standard.• Analysed performance trends and patterns in order to lead and direct employees to deliver results.• Assisted in the Recruitment of agents who contributed towards the success of the business.• Produced reports which included Business Objects which were essential in the running of the business.• Created and implemented streamlined processes which contributed towards a fair working environment.• Assisted call centre manager with projects which would contribute towards the increase in revenues and profit.• Monitored 300 calls a month to ensure high level quality assurance is delivered.• Conducted competitions to motivate employees.• Managed and resolved escalated calls.• Held meetings, coaching session, performance improvement plans, attendance meetings, disciplinary and dismissals in line with company policies and procedures.

Mobile• Managing over 200 mobile faults for Preston and Manila site. This includes liaising with stakeholders for the progression of the mobile product.• Dealing with approx 60 call per day achieving over 90% customer satisfaction consistently.• Creating reports for higher management on a monthly basis.• Liaising with Head office to analyze patterns and issues affecting large number of customers and raising incident when needed.• Creating, implementing and training new processes.• Providing directors of different areas with information needed so they can make decisions on the changes in the business.• Dealing with CEO complaints.• Providing feedback and assistance to agents and managers with regards to system or procedure knowledge.• Raising incidents for instances when large number of customers are affected by an issue.Process Knowledge Analyst• Creating, improving and mapping processes throughout the business.• Liaising with internal stakeholders to find out business requirement.• Updating agent knowledge system with new and up to date information.• Assisting managers and agents with queries not covered previously by the business.• Creating and transferring maps in Visio and Nimbus.• Proactively updating any guide and article to match the current best practice.Loyalty• Improving churn.• Saving customers from leaving.• Re-contracting and securing customer commitment.New lines/Customer services• Assisting customers understand their bills.• Managing customer’s packages.• Re-appointing engineers.• Liaising with external customers i.e Openreach.• Opening and resolving complaints.Home Movers• Placing new line orders.• Processing Home Moves.CEO work• Assisting with overflow of queries and complaints.• Dealing with specialist queries which require expertise and experience.

• Saving small and big businesses from leaving.• Improving churn by saving up to and over 80% of customers leaving.• Dealing with complicated provisioning issues.• Liaising and building contacts within different departments to get customers issues resolved.• General customer services and billing technicalities.

• Selling packages, flights and hotels to customers• Providing after sales support and Customer services for all new and existing reservations made.• Confirming flight availabilities and making reservations using the Sabre and Gazelle System.• Responding to all enquiries, applications, amendments, cancellations, and additions in flights, hotels and ancillary services to a new and existing booking.• Opening and resolving customers and supplier complaints.• Ensuring all tickets are issued in time.• Processing payments and transactions.

• Responsible for all the administration and clerical duties.• Managing incoming and outgoing post.• Liaising with CEO and arranging weekly meetings with CEO.• Working closely with airlines to monitor flight changes and ensuring bookings are confirmed.• Processing visa applications.• Keeping an overview of Finance department.• Producing costing sheets and quotations.• Producing accurate full itineraries for clients and communicating with suppliers on quality control issues.• Looking after high level personalities in their pilgrimage travel.

• Taking inbound calls from new and existing customers.• Providing high level of customer services.• Cross selling the latest products and services on offer.• Processing orders and payments.• Checking product availability and sourcing alternatives

• Promoting the companies services.• Arranging appointments.