Ian Carpenter Email & Phone Number

Brierley Hill, GB

Wolverhampton, England, United Kingdom

Wolverhampton, England, United Kingdom

Brierley Hill, West Midlands, United Kingdom

• Building and maintaining meaningful relationships with key customer, supplier and internal contacts to drive sales and deliver exceptional customer experience including resolution of service issues.
• Handled and interpreted complex information from multiple sources including performance figures provided by the business, as well as data generated by myself (through call monitoring and observations). Insights.
• Leading the Employee Engagement team to develop a strategy to improve overall Employee Engagement through communications, initiatives and working closely with senior management; engagement scores increased from 40% to.
• Project management of key initiative to improve the consistency of customer interactions and to drive the efficiency of the proactive sales teams; strong organisational and communication skills being key to the success.
• Developed and delivered training across multiple sites, both face to face and via Webinars for the roll out of the new BT Cisco phone system, Salesforce CRM and new processes on internal systems
• Increasing profitable sales by coaching my sales team to develop and uncover new sales opportunities by identifying high profit consumables to supply into their customer base.

Brierley Hill, West Midlands, United Kingdom

• Building and maintaining meaningful relationships with key contacts to drive sales and deliver exceptional customer experience including resolution of service issues.
• Negotiated with customers and suppliers to gain preferential pricing and terms to suit all parties and delver on Cromwell’s commitment to being a One Stop Shop for all consumable needs.
• Improved efficiency for sales admin by running a project to create a team to support sellers by giving them more time to call their customers.
• Developed a strong industry knowledge in key areas including manufacturing, engineering and fabrication to understand customer needs and what is important to their success.
• Achieved the highest increase in sales during a 4-month promotional period; a 97% increase YOY for Loctite adhesives and cleaners.
• Developed and uncovered new sales opportunities by identifying high profit consumables to supply to customer base.

Brierley Hill

• A seconded role to further my own development and understanding of the business.
• Handling customer service questions and queries with a view to creating long term relationships with our guests.
• Achieved the highest ever Quality Assurance score in the department by understanding the customers needs, resolving their issue on the first contact and logging all contact expertly
• The role is highly focused on Customer Retention and Loyalty as well as working closely with our hotel management teams to resolve complaints and queries within 1 contact where possible.
• Accurate documenting of contacts and creatively solving guest problems and concerns through my own empowerment and decision making.
• I am dual skilled to also handle calls for IHG Rewards Club, the company's award winning loyalty program. Again this involves a high attention to detail in order to recognise our loyal members and build even stronger.

Brierley Hill

• My roles at IHG have been varied with a foundation and focus on delivering an outstanding level of Customer Service for both our guests and hotels. I am responsible for developing loyalty and strong relationships with.
• Increased revenue and brand loyalty through highlighting key areas for development of individuals and led the team’s improving motivation, best practices and confidence.
• Supported effective Change Management across multiple new initiatives by providing individual support to increase buy in and adaptability to change
• Ensured that business and reputational risks are minimised through providing effective training and guidance in handling customer information, complying with Data Protection and Privacy and accuracy of information.
• Meaningfully supported the design and implementation of the Employee Engagement Strategy for the centre though re-branding and digitising communication channels in order to facilitate a two-way, open and honest.
• Significantly improved the effectiveness of the annual appraisal process, building confidence through creating and facilitating business-wide workshops to generate awareness of opportunities to highlight skills and.

Brierley Hill

Reservations Specialist, specialising in the London Market. Involves a greater understanding of the market using additional empowerment and accountability. Being a specialist in these hotels means I act as an extension of their own in-house reservations team and am even more accountable for increasing revenue and guest satisfaction.As with the Reservations.

Brierley Hill

• Global hotel reservations department for InterContinental Hotels Group. This is a front line customer service and sales role within the hospitality industry in a contact centre environment.
• The role involves assisting guests in making reservations at any of our 5000+ hotels globally. This means providing expert travel advise and solutions, delivering an outstanding customer experience and maximising.
• Customer loyalty is key to the role and in addition to the customer service and value offers, I am responsible for customising the guest experience by ustilising guest information and preferences. Where the guest is.

• GAME has a very strong customer service culture built from a central set of core values. I was actively a part of this for nearly seven years and learned a great deal about what makes excellent customer service and how.
• Led a profitable store to excel in all measured areas including customer satisfaction, sales and loyalty by instilling a philosophy of developing meaningful, long-term relationships with customers within the team to.
• Recruited and trained a completely new team and focused on developing them to continuously improve themselves, drive sales and customer loyalty and secure future business.
• Developed and implemented recruitment campaigns to more effectively source talent for the busy Christmas period. I was then responsible for training new starters in a short timeframe to deliver exceptional levels of.
• Protected the business reputation through effectively handling and resolving escalated customer complaints in order to maintain and develop meaningful relationships.
• Managed and developed social media presence for the store to drive loyalty and revenue generation by motivating the team to promote the store page for updates on new products. Creation of informative and relevant.

Bachelor'S Degree, English And Psychology Joint Honours

English, Psychology, Ict And Communication Studies

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