Daniel J. Email & Phone Number

United Kingdom

Greenwich, England, United Kingdom

Founded in 1995, Twin Group are an award-winning international provider of English language education, group travel, work experience, accommodation, higher education pathways, and employability services, including apprenticeships. From year-round language schools and summer centres in the UK and Ireland, to our long history of helping people find employment and upskill, our core purpose is growing opportunity for our learners, partners, and colleagues. Our values reflect both the very human characteristics of an organisation that cares, alongside a relentless drive for excellence in delivering results, whether in education, or training for people, in contract performance, or in compliance assurance for the organisations that pay us. This drive in turn creates a constant quest for innovation - for new offerings and new technologies, focusing on results, satisfaction, and cost-effectiveness. My role as the International Sales Performance & Development Manager here at the Twin Group is a critical role in driving, supporting, and improving the performance of the International Sales Teams, in revenue, margin, activity and accountability, the last through clear targeting and reporting of performance.

Southend-On-Sea, England, United Kingdom

Main responsibilities include:• I worked alongside the Managing Director in not only securing new contracts, but to be the main point of contact for all of our clients.• A list of our clients included Marriott hotels, The QHotels Collection , the Cameron Ventures Hotel Group, a selection of Best Western and a number of unique boutique hotels across the U.K., McCabe Travel and more recently a direct sales and marketing campaign for Kradel Konnect.• Responsible for managing the relationship with our clients and dealing with any issues that arose or requests made. As part of the relationship management with our clients, we would have a weekly and sometimes daily reviews on performance and get the chance to review all data analysis, providing an insight to improve the service and identify opportunities to grow the accounts.• I was the motivational lead of the company and had full responsibility for ensuring the success of all of our clients/accounts, whilst driving a high-performance and exceptional customer experience to ensure all sales targets and KPI’s were exceeded.• Providing mentoring and full support and guidance to my Team Managers and Team Leaders, with the sole aim of helping them to develop their skills and align the operation delivery of strategic goals.• Providing management and guidance on all disciplinary issues and chairing occasional disciplinary hearings.• Working with the training and development team on implementation of new scripts and objection handling procedures which significantly improved overall efficiency within the inbound, outbound and sales departments• The planning and execution of successful sales and marketing strategies while working to a strict budget

Southend-On-Sea, England, United Kingdom

• I reported directly to the Owner and was at the forefront of working hand in hand with him on starting 3 successful campaigns with 3 separate clients. The first one being the former Prime Minister David Cameron’s re-election campaign for the 2015 general election (January 2014-May 2015). The second one, which was by far the biggest, run from April 2014 until March 2020 was a for a large international hotel and resorts company (CLC World) and the third one which run from May 2018-November 2019, was for a UK based hotel and lodge company called Aria Resorts.• Responsible for managing the relationship with our clients and dealing with any issues that arose or requests made. As part of the relationship management with our clients, we would have a weekly and sometimes daily review on performance and get the chance to review all data analysis, providing an insight to improve the service and identify opportunities to grow the accounts.• I was the motivational lead of the company and had full responsibility for ensuring the success of all of our clients/accounts, whilst driving a high-performance and exceptional customer experience to ensure all sales targets and KPI’s were exceeded.• Providing mentoring and full support and guidance to my 7 Heads of Departments,6 Team Managers and 3 Team Leaders, with the sole aim of helping them to develop their skills and align the operation delivery of strategic goals.• Overseeing a contact centre of 150+ members of staff and motivating them towards the achievement of optimum service delivery standards to facilitate customer satisfaction and maximum revenue generation.• Providing management and guidance on all disciplinary issues and chairing occasional disciplinary hearings

London, England, United Kingdom

• Providing management and support to a customer service inbound call centre of up to 250+ members of staff and motivating them towards the achievement of optimum customer service delivery standards to facilitate customer satisfaction • To ensure that monthly average quality and compliance scores from each staff member/Team are at 85% or above• To ensure call centre monthly absence averages are less than 8% across all teams• To ensure that are total average abandonment rate is delivered at less than 9% average across each team.• To conduct weekly motivational meeting with all staff members, to deliver praise for individuals and teams, as well as deliver any challenging or vital news.• To create a weekly report for the Operations Director, reporting on the UK and European teams, details include previous weeks performance, informing of positive news and also reporting on the challenges and objectives for the week ahead.• Providing management and guidance on all disciplinary issues and chairing disciplinary hearings • Providing management and training support as well as guidance to my team of 8 managers and 12 Team leaders• To have a monthly one to one with all staff who report into me. To set up KPI measures for the following month, and to discuss and challenging issues in relation the member of staff involved in the one to one or their respective team. • To ensure that all Customer complaints and escalations are dealt with by all teams in a timely manner. Responses back to customer’s requests must be dealt with within 24 hours.

Essex, England, United Kingdom

Southend-On-Sea, England, United Kingdom

Main responsibilities include:• Providing management and support to a call centre of up to 140+ members of staff and motivating them towards the achievement of optimum service delivery standards to facilitate customer satisfaction and maximum revenue generation • Fully responsible for all recruitment, interviewing and also full staff training and redevelopment • Providing management and guidance on all disciplinary issues and chairing disciplinary hearings • Developing and implementing new scripts and objection handling procedures which significantly improved overall efficiency within the inbound, outbound and sales departments• The planning and execution of successful sales and marketing strategies while working to a strict budget• Providing management and training support as well as guidance to my team of 3 managers and 5 supervisors• Taking weekly appraisal meetings with my managers and monthly one to one appraisal meetings with all call centre staff, as well as taking a daily morning and afternoon motivational meetings with the whole call centre

Essex, England, United Kingdom

Amazing paving is a family owned building and Construction Company which has been established since 1968. It specialises in building driveways and patios, with the majority of its sales enquiries coming from the yellow pages.Main responsibilities included:• Providing management and support to a sales team of 10 staff • Provided full training and continued support to new and existing staff members• Following up on my teams’ appointments, negotiating and closing all of their deals • Cold calling neighbours of existing customers and promoting our products and services• Ensuring my team was briefed and motivated.• Writing daily reports on problems encountered, hours worked by all staff and conclusions of appointmentsMain achievements included:• . Increased my team’s revenue by 16% in first 6 months and 35% in the first 12 months• Successfully recruiting new staff members

Main responsibilities included:• Providing management and support to a sales team of 10 staff • Provided full training and continued support to new and existing staff members• Following up on my teams’ appointments, negotiating and closing all of their deals • Cold calling neighbours of existing customers and promoting our products and services• Ensuring my team was briefed and motivated.• Writing daily reports on problems encountered, hours worked by all staff and conclusions of appointments

Santa Cruz De Tenerife, Canary Islands, Spain

Main responsibilities included:• Generating new customers outside of the resort, with a view to them taking a tour around the hotel complex, I did this by cold calling them and offering them a free luxury gift• Touring potential customers around the resort• Chairing welcome meetings with customers who had just arrived on resort via our package holiday programme• Presenting sales exhibitions, to explain the benefits of joining our timeshare membership scheme• Training new members of staff and shadowing them for the first 6 weeks • Working independently within a team structure towards daily, weekly and monthly sales targets.Main achievements included:The Palmer resorts and properties group is a privately-owned resort and hotel complex based in the Canary Islands. They offer 5 to 10-year Timeshare memberships’ and also deal in the sales of freehold properties.Main responsibilities included:• Sales rep of the month on 29 separate occasions• Averaging 5 deals per week for 2 consecutive years.