Bill Thompson Email & Phone Number

Manage a team of 12 inbound call agents on sales and customer service.•Recruitment, training and coaching•Auditing calls and performance•

Manage a team of 10 outbound Agents setting up appointments for sales reps to call.•Motivate the team to meet & beat targets.•Manage training & development of the team•Oversee complaints.•Provide statistical information on campaign demographics to Senior Management

Manage a team of 12 FSA regulated outbound telesales Agents selling insurance products on behalf of associated companies.•Team performance consistently exceeds budget profitability & Key Performance Indicators.•Coaches team members to develop & improve skills.•Centre champion for handling of customer complaints.•Identified as mentor to new Team Leaders.

Promoted to Customer Manager within 15 months of joining.•Trained to FSA advisor standard in Motor, Home & Travel Ins.•Gained NVQ level 2 in Customer Service.•Nearly doubled performance on sales, conversion & add-on sales.•Developed 2 team members to Trainee Customer Manager level.

Set up & developed the Drain Doctor franchise (the largest emergency plumbing & drainage franchise in the UK) for the Norwich Yellow Pages area.•Built a business plan & obtained Bank funding.•Recruited & employed staff (up to 8 with a turnover of £250,000.)•Operated Sage accounting system.•Delivered on Payroll, VAT & NI returns

Negotiated Brokerage terms with major Banks & Finance houses•Dealt with both Franchised & Second Hand motor dealerships as well as large commercial concerns.

Head hunted to set up a Finance Brokerage division for one of East Anglia's leading Insurance Brokers.•Maximised awareness of group products.

Most profitable seller•Winners of “Branch of the Year” title 1997

Education record

Education record