Myssion provide Management Consultancy Services for Marketing and Sales to SME's and Mid Corporate companies across the UK.

I lead the Telemarketing, New Business Sales and Account Management functions for Iris Inside Sales. I implemented a site rationalisation programme from four sites to one and also oversaw a Saleforce CRM deployment into all of my sales and telemarketing teams.I recruited and trained 25 FTE into the business in 2020 with very strong performance ramps from these new entrants. I promoted Three people into their first management positions and supported their development. I promoted managers into senior positions too and resculptured the legacy organisational structure to be as lean and productive as possible.

I had the overall responsibility for the departmental achievement of New Business and Retention Revenue, P&L, Customer Satisfaction, Recruitment, Training and ongoing development of all Sales Colleagues and Management grades up to AVP level.My department provided Barclaycard Payment Acceptance Solutions to Businesses across the UK, adding value to their businesses by enabling them to accept customer payments face to face, mobile or online, through flexible, innovative payment acceptance solutions.

I managed the relationship between Sky and the strategic outsource contact centres that support the Sky retention estate across the UK.

I managed a retention sales centre in Dunfermline. I had the responsibility for all aspects of the development of my customer experience leaders and my sales advisors. I ensured that the customers got the highest level of customer experience possible whilst delivering the targets set by Sky. Key Responsibilities and Achievements Include:• Full departmental retention revenue responsibility.• Recruitment, Training and ongoing development of sales people and managers.• Reduced sick leave from 12.5% to 8%• Implemented a quality training programme for all salespeople.• Improved Customer Satisfaction and net promoter scores across site

I was responsible for the telesales department of 200 FTE selling across 14 European countries, Australia and New Zealand for a company manufacturing promotional products for mainly the SMS marketplace.

I managed the largest part of sage UK's accountants division sales operation in Manchester. I created, recruited and structured a new business sales team who deliver £350k of new business sales into Sage each quarter. I managed a sales operation that sold to and through accountants to businesses across the UK. Selling higher value software application solutions for accountants own use for many differing taxation calculations and online filing with HMRC. I reported directly to the Head of Sales and I was also acting head of sales for 5 months with full departmental responsibility, when I reported directly to the managing director. Key Responsibilities and Achievements Included:Planned the strategy for, recruited and implemented a new business sales team that are still delivering substantial new revenues into Sage. This was a completely new channel for Sage.Revitalised the existing account management teams to deliver more challenging but sustainable revenueScoped and Implemented a comprehensive training plan for all sales people and management in the department.Through people development and reward and recognition I reduced sickness and attrition in my area down to lowest annual level in Sage UK&Ireland (1.6%).I regularly represented the division at Sage UK level quarterly forecasting and sales strategy meetings.I Balanced the resource requirements of selling to new customers and delivering the revenue growth from existing customers whilst attaining high levels of customer retention revenue.

General Sales Manager based in Burnley sales officeTouch Local Feb 2007 to Nov 2007 I managed a Telesales office for this rapidly growing New Media advertising company. Selling predominantly across the SME marketplace. Responsible for full P&L for site. I also manage the sales support functions that support the sales operation.Key Responsibilities and Achievements Included:Recruited new team leaders and sales executives taking the headcount from 20 to 36.Wrote and implemented an extensive training course for all new recruits covering the first 3 months of employment.Implemented a new CRM system across the site (Salesforce)Instilled a "can do" culture within the office.Ensured people development and coaching was the first priority in every decision made.

I managed outbound prospect (new business) telesales activity for Yell. This outbound, prospecting part of Yell was the main sales delivery channel for most new business and was responsible for around 90% of Yell's new business selling both printed (in a time when that was important) and new media online advertising.Key Responsibilities and Achievements Included:Delivered around £140,000 of new business into Yell each quarter.Performance Managed and successfully delivered significant increase in quarterly revenue achievement within 9 months.Reduced sick leave from average of 10% per quarter to less than 4% per quarterDeveloped and Implemented training plan for Managers and Consultants to up skill them in first 3 months of being in roleMentored two new managers working closely with them to ensure their "learning curve" time was minimised.

My role was to lead business improvement activity within BT's Fulfilment (order processing) and Assurance (maintenance and repair of existing customers IT services) teams and sectors. To Strategically analyse customer service delivery and Manage all Change Management programmes ensuring that time, cost and quality measures were achieved.Key Responsibilities and Achievements Included:Owned and set the scorecard measures that drove the business focus for each quarter and reported against them using various Management Information Systems presented in a simple to understand "dashboard" formatCarried out improvement analysis that underpinned business improvement and ensured delivery against those improvement plans for identified areas of focus.Assessed the operational performance, conducted root cause analysis and identified and implemented any training requirements related to system use, soft skills, product related training or industry specific training aligned to the teams or departments concernedMeasured this training for effectiveness by assessments before and after the training had taken place.

I managed a Business Improvement team aligned to BT Major Business customer facing service delivery teams across multi site operations on a 24/7 basis. Responsible for Customer Service delivery for BT's most financially strategic Banking, Insurance and Finance Sector customers. Annual revenue to BT circa £1 Billion.Key Responsibilities and Achievements Include:Implemented a Client Relationship Management system (Siebel) across Nine sites for over 250 Customer Service LeadersDeveloped and implemented the Management Information Systems used to support the Call Centre OperationThis included all ongoing development including incorporation of the M.I.S. used to measure the effectiveness of the Field Sales Community. Planned, implemented and measured all Change Delivery projects and ensured they were project managed using recognised quality tools, ensuring all project documentation was complete and up to date.Prepared all the Operational Business Cases for financial signoff and presented them to project control board (Director level) for approvalMeasured and reported on Customer Satisfaction using online, telephone and face-to-face surveys to measure both event driven satisfaction and perception surveysCompleted regular Stakeholder Analysis of all operational areas to ensure that the operation delivered effectively to the Customer, the Employees and the Business

I managed the Customer Service operation for BT's Corporate Mid Market Customers. I was responsible for successful delivery of new business as well as the ongoing service management of 1200 of BT's Major Business Customers. The revenue associated with this part of BT Major Business was approximately £385 Million.Key Responsibilities and Achievements Include:Built a customer service operational department of 70 people from planning to implementation My role involved implementing an Integrated Multi Channel Contact Programme within BT, which contributed to a £5million per year cost reduction and also reduced transaction time significantly. Implementation of a successful Site reduction strategy moving from 14 sites to 5 sites within 12 MonthsImplemented a Successful Segmentation process for 1200 of BT's corporate customers

In this position I developed excellent Account Management techniques to establish and cultivate good strong, long-term relationships at all levels within my Government accounts (police forces). Crucial to my success was my ability to manage virtual teams and working with the senior stakeholders in each account propose value add solutions and deliver successful sales campaigns into my accounts.Key Responsibilities and Achievements Include:I was responsible for the revenue growth (15% p.a.) for my Major Government Sector Accounts. Utilised a virtual team of specialists to deliver timely, cost effective, solutions that added value to the customer's business and also delivered on my New Business TargetSuccessfully managed the customers IT systems through the Millennium period on some of the UK's most security sensitive IT Networks in the UK.I was part of a sales team who successfully sold a £2.5 Billion police Radio system nationally across England and Wales. To my knowledge this may still be BT's biggest ever UK sale.

The main activities of my Call Centre were to defend and grow revenues in the Residential Fixed Line Business. I managed Eight Sales Team Managers within Call Centre of Ninety Six Sales and Service advisors. Key Responsibilities and Achievements Include:Further refined my people management skills and gained good experience of managing managersGained experience in working differing types of marketing campaignsOngoing over achievement of Sales and Quality targetsOnly Call Centre Manager to have zero complaints against the Centre in a full 12 month period. (230,000) orders processed. This has never been equalled since Managed differing campaigns including customer win back promotions targeting ex BT customers who had migrated to BT's competition and Retention campaigns focussed on persuading customers not to leave BT.

I had the opportunity to relocate from Glasgow to help to develop and recruit for BT's new (at the time) flagship 650 seat Call Centre in Warrington. Key Responsibilities and Achievements Include:I was involved in initial project work to recruit and train all the Sales Advisors required for the site (1200). I also held the position of Assistant Call Centre manager and managed a team of twelve advisors personally as well as having the day-to-day responsibility of another seven teams. I won numerous incentives throughout this period including top Sales Manager (out of 54) of the quarter and also further refined my team management skills.

I was responsible for selling Power and Data cabling to the commercial and industrial sectors in Scotland.

I was responsible for the Scotland and Northern England sales areas Directly specifying and tendering for Power and Data Cabling solutions for the Construction, Commercial, Industrial, shipbuilding and Manufacturing sectors.