Key Achievements:• Managed the transition of outsourced sales teams across nine sales disciplines to a new BPO provider, ensuring seamless integration and service continuity• Led initiatives that reduced customer churn by 30% through targeted retention strategies, enhanced support, and improved service quality.• Spearheaded a customer excellence strategy in sales through proactive customer engagement, resulting in Trustpilot scores rising from 4.2 to 4.8• Implemented a Sales through Service program to identify and capitalise on sales opportunities during service interactions, generating £1.6 million in additional Total Customer ValueResponsibilities:I am responsible for overseeing the SOHO Channel via managing the strategic supplier relationships of the Outsourced Service Provider. This includes managing Sales volumes, commercials, SLA requirements, while ensuring the delivery of cost-effective services to completion with all internal and external stakeholders.

Key Achievements:•Achieved Traded Revenue of £31m against a target of £15m, 207% to plan, in the Account Managed space.•Reduced year on year attrition by 20%.•Re-Structured management team through adding a dedicated Quality/Auditor role, this reduced auditing failures rates from 57% to 0% inside 12 months.•Introduced a Succession Management Model which has seen 67% of the Sales Manager community progress from agent level.•Developed & Implemented Management Training Programme to facilitate & complement Succession Management plans.•Launched a Flexi-Time Programme & Split Shifts to enhance employee engagement.•Initiated a blended Performance Management Model which is directly linked to remuneration.•Developed & Implemented visual based reporting suite, this was built around The Multiple Intelligences concepts & VARK theories.Responsibilities:I am accountable for providing a dedicated service for a client who is an internationally recognised, well-established and financially strong brand.My operational remit covers circa 110 FTE over two contracts with associated annual revenue targets of £78 million.

Key Achievements:• Successfully achieved 151% of target in the financial year 2012-2013 with £76 million in sales resulting in £47 million of traded revenue.• Designed and implemented an innovative new revenue audit process and developed a reporting and workflow scripting solution for outbound activities.• Spearheaded a new and improved recruitment programme that reduced time to competency from 12 weeks to 8 weeks.• Achieved a 77% year on year increase in lead conversion.• Improved call quality by 31% by implementing robust quality assessment processes.• Maximised revenue generation out of each area by restructuring the department to align postcodes.Responsibilities:• Performance managing and coaching a dynamic new business operation comprising 80+ FTEs and motivating them towards the achievement of demanding stretch targets, with overall traded revenue target financial year 2013-2014 of £53+ million.• Participation in client briefings and meetings both on and off site to strengthened relationships with internal and external stakeholders.• Guided a culture of continuous improvement to consistently exceed client expectations for service and quality.

Key Achievements:• Winner of the Manager of the Month award on two separate occasions in recognition of exceeding sales, quality and productivity targets.• Initiated team synergy sessions to increase understanding and awareness of the quality process.• Contributed to a number of successful contact centre initiatives including campaign briefings, communication initiatives and reward recognition programmes.Responsibilities:• Provided management and support to a team of 12 New Business Managers tasked with delivering traded revenue target of £5.4 million.

Key Achievements:• Achieved recognition for consistently delivering high quality and efficient client services on short-term time-constrained programmes.• Played a pivotal role in identifying and maximising ongoing service opportunities resulting in best in class NPS / CSAT.• Developed and implementing Total Customer Ownership principle to facilitate best in market performance.• Improved team focus on business results through the introduction of balanced scorecards• Drove continuous improvements and implemented change through process mapping of all campaign procedures.• Implemented successful customer lifecycle management program resulting in the achievement of revenue KPIs.Responsibilities:• Responsible for managing the Standard Inbound, Revenue Generation and Managed Services programmes within the Microsoft adCenter campaign.• Supervised a team of SMB agents and applied a case management strategy to facilitate effective delivery of end-to-end customer service from pre-sales support to post-sales support.• Worked with clients to set up highly successful paid-search advertising campaigns on the Microsoft adCenter platform.

• Operationally responsible for a team of editors, accountable for ensuring high quality advertising results for end users of a search engine platform.• Management of supports professionals responsible for in-house escalations and consistency through knowledge management.

• Ensured the most effective and efficient utilisation of manpower and resources to facilitate the delivery of service excellence and the achievement of daily KPIs.• Maintained optimum levels of service delivery and customer satisfaction by providing a prompt and appropriate response to operational issues.

• Consistently achieved all KPIs, including hourly and daily sales targets, and reported results to the Operations Manager.• Identified and met the individual training and development needs of staff members and periodically monitored their performance in terms of timekeeping, attendance and call quality.• Built and maintained a highly skilled and effective workforce through recruitment and resource planning and maximised opportunities to reduce costs without compromising on KPI achievement.