Brian Maclagan Email & Phone Number

Staffordshire, England, United Kingdom

Staffordshire, England, United Kingdom

Main point of contact for a portfolio of Codeweavers’ larger OEM clientsBuild and maintain strong relationships with key client stakeholdersSupport the product and development teams, through my deep understanding of my clients' businesses and their business requirementsLead the bid process for new opportunities within my portfolio of clientsAssist with.

Stafford

• Managed relationships with a number of Zonal’s key strategic, high value accounts
• Built and maintained business relationships with key strategic, high value clients
• Communicated with assigned customers through regular meetings/conference calls to review service quality, infrastructure requirements, CRM journeys, and maintain and drive mutually agreed project plans and marketing.
• Researched high-level solutions for my customers, prepared technical solution diagrams, and lead technical discussions
• Assisted in coordinating the completion of regulated compliance assessments, software/hardware upgrades, multiple product migrations and sales campaigns
• Managed project deliverables collaborating heavily with business stakeholders and internal technical staff to deliver high-quality outcomes on time and on budget

Stoke-on-Trent, United Kingdom

• Proactively account managed over 450 business members, ranging from sole traders through to blue chip corporate entities
• Successfully implemented new membership retention procedures, resulting in greater membership engagement and vastly improved customer service delivery
• Increased membership retention rates from 70% to 90% in just one year
• Helped achieve an overall 12% increase in customers – 6th best performing chamber of commerce in UK
• Slashed late payments by 30% through the implementation of new invoicing procedures and delivery of more customer focused renewal letters
• Helped deliver European funding programme worth £500k p/a through the conducting of meaningful, high level business growth diagnostics

Edinburgh, Scotland, United Kingdom

• Developed the business from its inception into an established industry leader turning over 350K and employing 15 inbound contact centre agents
• Solely, in one calendar year, acquired 50 new customers delivering a total annual value of 100K
• Implemented innovative, flexible and fluid marketing strategies which incorporated physical marketing materials through to complex website development, SEO and paid for online campaigns
• Lead and managed a team of 15 inbound customer service contact centre agents.
• Managed the resource planning and performance delivery of the entire contact centre operation: establishing anticipated call volumes, calculating average call handling times, factoring staff working patterns and.
• Inducted and trained new employees

Glasgow, Scotland, United Kingdom

• Managed relationships with 50 key clients
• Gained longer term contractual commitments from these assigned accounts
• Ensured customer service delivery was exemplary
• Achieved and surpassed overall business targets whilst increasing profit margins by developing better resource planning techniques
• Prioritised workload between engagement with clients and ensuring the contact centre delivery met and succeeded demanding targets
• Planned and developed sales strategies to maximise revenue from clients and up sell beneficial services

Bachelor Of Science (Bs), English Literature

Education record

Education record