Dave Aspinall Email & Phone Number

Manchester, Gb

Manchester

Macclesfield, England, United Kingdom

Brand Amabasador for the amazing Z In The Attic - Chief product tester, tea maker and general feedbacker. Check out the amazing products at www.zintheattic.co.uk

Responsible for Customer Services (CS), On Line Business and 7 Retail OutletsWork with Customer Services Heads from other Hilti Marketing Organisations to produce and implement a global standardised approach to CS.Responsible for 7 retail establishments with revenue in excess of €5.5million.Reduced the cycle time on Complaint Handling from 8.2 days to 2.4 days .Successful launch of Service Consultancy within Ireland leading to a trade in rate of 25% (€60k extra revenue in 3 months).Led my team through 2 rounds of redundancy. Was responsible for taking each team member through the selection process and consultation period, whilst maintaining high morale and productivityHilti is one the worlds leading innovative solution provider to the construction professional. In January 2009, I took responsibility for not only the customer services and online business but also the retail section. I was responsible for 17 staff consisting of 1 supervisor, 1 mentor, 1 complaint specialist and 14 indirect reports. This team had an annual revenue in excess of €15m. I was tasked with preparing the company for the role out of a Global Contact centre solution linking SAP, SAP Phone and a Cisco CTI to improve productivity within the CS environment. I regularly had to liaise with members from the Hilti Global Team to ensure data quality and site operational reviews were executed inline with project timeline. I regularly met with customers to discuss more productive methods of doing business with Hilti including Online and B2B via Coins.

Annual Leadership Award Winner 2008Increased Customer Services Channel Share from 22% to 34%Increased Online Channel Share from <1% to 3.5% Plus.Responsible for team of 9 CSR's bringing in €8.5millionSelling directly to the end user my team was responsible for 60000 customer contacts annually for a business worth €25million annually. I was responsible for recruitment, performance appraisal, development, training, increasing productivity whilst monitoring and reducing costs. In 2008 I successfully won the Hilti Annual leadership award gaining a place on the Hilti Top Club of Europe for 2008. This was in recognition for my commitment to the company and successfully leading a team in line with the company core values of Integrity, Teamwork, Commitment and Courage.

LPE (Local Process Expert SAP ERP - Order Entry)Train company new starters on Hilti Products and the use of SAP.Launch new products to the Customer Services Team.Role out of new Global SAP processes to the CS team including a new complaint handling procedure.Improve productivity through tailored training Part of a team wining the 2007 Call North West Training Award against competition from O2 and HSBC

Answer calls in a productive manner maintaining Service Levels, ASA and AbandonmentProvide Technical Product advice and support to the end userCross and Up sell of products at every opportunityProvide an exceptional raving fan customer

Bsc Hons, Marine Biology

Activities and Societies: University Windsurfing Club, University Surf ClubMarine Biology BSc Hons

A Levels And Gcse'S, Science And Maths

A Leves, Maths, Physics, Biology & General Studies GCSE's