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.

• 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).

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.