Benjamin M. Email & Phone Number

Abingdon

I run our Customer Operations team, focusing on delivering outstanding customer service across various channels like call, email, web, live chat and social media.Leadership: I am committed to coaching and inspiring our team of Managers/Team Leaders and advisors. My goal is to drive improved and sustained performance being metric focused, defining our culture of customer experience first with a consistent coaching/feedback set up.Strategic Recruitment: I oversee the recruitment strategy for our Customer Operations Advisors and Team Leaders/Managers, ensuring we bring onboard talented individuals who can contribute to our vision of customer first.Training & Development: Identifying skill gaps and training needs within the team, I collaborate closely with the team leads and management to plan for our future. Data-Driven Decision Making: By analyzing performance data and identifying key trends, I am constantly implementing strategies for service optimization, ensuring both quality and efficiency.Continuous Improvement: My role involves regular review and reporting on our key performance indicators (KPIs), always with an eye towards continuous improvement in every aspect of our operations.Broad Impact: Responsible for managing a diverse and talented team of over 80 members, including a full management team, I strive to make a significant impact on both our internal processes and the experiences of our customers.

● Increased and managed the headcount from 12+ representatives to 7+ supervisors and 120+ FTE sales representatives, including remote teams across multiple international locations.● Led the development and implementation of CRM systems and performance management initiatives for clients and employees, driving increased revenue and operational efficiency.● Led the collaboration with internal departments to successfully launch a QA team for sales and customer service. ● Directed and managed the planning and execution of call centre operations to meet organisational goals and improve client experience.● Increased sales and conversion rates in a 6-year period from $12m to over $37m. Achieved through coaching, conversion rates and upselling/cross selling, and data-driven customer relationship management (CRM).● Designed and implemented comprehensive training programmes for management (improved leadership skills, communication and team management).● Was responsible for improving the efficiency of the call centre, resulting in a YoY increase in sales/conversion while focusing on service levels. ● Additionally focused on reducing return & cancellation rates and NPS scores with the client experience at the forefront.● Was responsible for improving relationships with BPO partners and vendors to ensure effective collaboration.● Designed a knowledge base platform for sales and CS, listed all policy, procedure and company details.

Costa Rica

● Led the implementation of performance KPIs for sales and CS, including WFM requirements for all areas of the call centre● Designed/delivered and managed training in the USA, Costa Rica, Ukraine, Philippines and El Salvador for 500+ new hires.● Conducted regular performance reviews to support the development of representatives, supervisors and trainers● Coached representatives on end-to-end market sales and terminology awareness. This included upselling and cross-selling● Managed client relationships through several coaching-based strategies● Managed 75+ BPOs from multiple nationalities, providing personalised 1-on-1 coaching and development, while analysing data to identify opportunities for process and efficiency improvements

Reading, England

● Managed and developed a portfolio of trade accounts, fostering relations and identifying client's needs to drive growth. ● Trained new sales advisors in company procedures and computer operating systems.● Achieved consistent year over year growth of trade accounts by over 10% ● Responsible for bringing on and developing new trade accounts by pushing company services and promotions.