Jonathan Pluck Email & Phone Number

Glasgow, United Kingdom

• Accountable for the sales delivery of 20-25 FTE via 0.40CSPH. Circa. 80 Fuels per day.• Managing KPIS and trends analysis in agent dialler behaviours as well as attendance.• Managing ASH figures & devising plans on how to improve this across the contact centre.• Responsible for weekly 121’s, leading, Inspiring sales advisors to meet and exceed targets.• Collating & delivering high level detail DoD on what worked well and how we done this for our client WBR’s.• Leading by example by committing to creating the right employee experience through role modelling positive management culture.• Manage the day to day running of my Outbound team to ensure performance metrics are achieved.• Rolling out training sessions with my team on proven sales methods and following them up on an individual basis.• Working closely with the Sales and Operations Managers/ Directors to ensure team and individual targets are consistently achieved.• Leading by example on the sales floor with a unique high energy positive attitude.• Consistently driving a positive attitude on all the sales floors to maintain a high level of performance on a daily basis. • Create a culture of coaching which ultimately leads to success and performance management.• Provide accurate forecasting to all major steak holders.• Ensure that performance metrics are set, monitored and achieved for both individuals and the campaign• Implement strategic sales model to embed excellent customer experience, deliver revenue objectives, operational profitability and growth.• Create strategic initiatives that support revenue numbers and business objectives.• Assist with the operational plan to ensure performance metrics are met.• Lead by example and drive the team to achieve the campaign revenue target.

Glasgow, United Kingdom

Key Responsibilities:• Accountable for delivering 800 new business sales per month•1-2-1 Coaching, inspiring and motivating the telesales team• Sales Training and performance development• Disciplined use of the CRM system• Monitoring of calls to improve call quality and development of the team• Forecasting and reporting of KPI`s•The recruitment of all new telesales staff• Interviewing• delivery of Induction & ongoing training•Managing bottom to mid table quartile performers• Delivering Disciplinary procedures by adhering to business Guidelines

Glasgow, United Kingdom

Business Planning & Daily Planning ¨ Sales & Negotiation ¨ Motivation ¨ Branch Management ¨ Design Outlook¨ Leadership•Responsible for all of ACS Scotland and the daily sales and operations of the branch. •Accountable for driving connections volumes and pro active call rates in line with business forecasts whilst delivering an exceptional customer experience with focus on the customer and the quality of service delivered Via B2B.•Developing, managing and delivering a clear plan of action to encourage uplifts and improvements Month on Month for all KPI’s within each business area.•Support, Coach, Performance Manage and Develop adviser's ensuring a high level of engagement is achieved.• Maintaining customer relationships as well as gaining new prospects and business partners.• Strategical and close attention to detail analysis via site meetings, technical positioning & sense of urgency.• Working towards time sensitive targets and deadlines for the wider construction trade.

Glasgow, United Kingdom

• Deliver daily, weekly and monthly sales volumes in line with all business targets• Line management of Sales Advisors; driving the performance of teams in terms of behaviours, activities and sales results to deliver in line with the Outbound , Inbound Sales Operation objectives and all customer experience and customer service targets , also responsible for lead management of the 3 month grad bay induction for Hutchison 3G's new recruits both outbound and inbound .• Achieve all targets and associated Key Performance Indicator (KPI's) within a Sales / CS contact centre• Ensure all agents are providing the highest level of customer service to both base and acquisition customers and over achieve on all set company customer service targets • Drive efficiency measures within the team to maximise productivity• Drive effectiveness measures to maximise sales opportunities- Such as conversion rates and sales per Advisor per day• Focus on coaching as a core activity to drive performance and motivation at an individual level, and provide ad-hoc product and sales training at both group and individual levels• Conduct 1:1 reviews, ensuring performance management and ongoing development plans are completed for all team members• Ensure HR policies are adhered to and managed effectively• Create a motivational and enjoyable environment for my team to work in, run daily buzz/briefings sessions and manage incentives etc to maximise employee engagement

Atlantic Quay , Glasgow

To be the key first, and often only, point of contact for customer calls, providing an excellent level of customer service that exceeds expectations and in doing so reduces the need to transfer calls. Putting each customer at the heart of everything we do by demonstrating a genuine interest in their current needs and future aspirations. Key Responsibilities - •Trained and Regulated to FCA standards •Dealing with customers financial needs and resolves.• Working towards demanding sales targets.•Making sure that conversation quality was to the financial conduct authority regulated standards.• Putting the customer at the heart of everything you do.•Dealing with the resolve of complaints at first point of contact•Up selling and call handovers for loans, mortgages, Insurance , credit cards,bank accounts e.t.c• Providing financial health checks and advising on financial life decisions.

Galssgow

• Calling new and existing customers and up selling new products.• Gaining an accurate picture of customers’ needs and tailoring products to suit. • Ensuring at all times customer is satisfied with current products & experience given. • Maintaining a high quality on all calls in line with company expectations. • Taking responsibility on all aspects of my job and being proactive.• Achieving and exceeding all daily and weekly targets.