Francis Smith Email & Phone Number

New Zealand

Auckland, New Zealand

• Responsible for managing 9 direct reports and 500 indirect reports
• Drive sales, CX and operational effectiveness across the Contact Centre byimplementing best practice initiatives, managing resource priorities and risks, anddeveloping proactive solutions to exceed performance standards.
• Develop and maintain strong relationships between client’s, by giving valuablefeedback including identifying new business opportunities and suggesting ways toexceed sales & customer performance.
• Delivers on financial accountability to ensure budgetary targets and key performanceindicators are met.
• Takes the necessary steps to maintain operational effectiveness and sales growththrough organisational change and adjusts own work practices to support change.
• Provide leadership and support for direct reports, appraise their performance, ensureemployees complete all required training and are provided with developmentopportunities.

Auckland, New Zealand

• Drive and manage the performance of 6 direct reports through coaching and motivating with emphasis on sales, customer service satisfaction and building superior customer relationships.
• Oversee the entire operations - consisting up to 100 staff members across various locations.
• Ensures a positive relationship and customer satisfaction is maintained for sales and services delivered
• Owns the delivery of operations services
• Provides overall leadership and direction to the delivery team
• Plans and manages change to meet or exceed service level commitments

Mt Eden, Auckland

• Drive and manage the performance of 7 direct reports through coaching and motivating with emphasis on sales, customer service satisfaction and building superior customer relationships.
• Lead client calibration calls and provide feedback to Team Leaders, Sales and Customer Service Representatives based on observations.
• Oversee the entire operations - consisting up to 68 staff members across various locations.
• Grow sales and the overall value and longevity of the client relationship and drive profitable business for both Teletech and its partner(s).
• Manage day-to-day program operations and develop a positive relationship with key client contacts.
• Continuously driving top performance exceeding KPI's & targets.

MT Eden, Auckland

• Manage and grow 6 direct reports who were responsible for 50+ staff across multiple sites through coaching, motivating and assisting with emphasis on the sales management skill set.
• Gather requirements from all key stakeholders and design solutions to suit their perspectives.
• Continuously driving top performance exceeding KPI's & targets.
• Performance management.
• Process quarterly forecast and annual budget for 6 lines of business based on clients’ expectations, buyer’ habits, market analysis, competitors pricing and product, products performance and historical trends.
• Strategic planning and decision making of revenue forecasts through analyze on key trends of media and Telecommunications business-like customer habits, seasonal sales, print vs digital, product demand, hot spots.

Mt Eden, Auckland

• 2IC Team Leader
• Continuously exceeding KPI's & targets.
• Managing a sales team consisting of 15 members.
• Account managing 100+ clients.
• Managing the design & specifics for a client's advertisement needs.
• Working to set material & booking deadlines.

Onehunga War Memorial Pools

• Facility management
• Face to face sales

Central Auckland, Auckland

• Account managed 100+ corporate & private clients
• Exceeded monthly targets
• Face to face sales
• Helped with internal digital marketing
• Attended company course trainings & seminars
• Sponsorship liaison for corporate events

New Zealand

• Face to face sales.
• Marketing strategy & implementation (social media, radio, digital, TV).
• Established partnerships with Red Bull, Mediaworks, & The Radio Network.
• Developed & grew strong relations in the Australasian entertainment industry.
• Distributed funds for large investments.
• Employed & managed 50 to 75 casual staff members over a 5-year period.