Lin Langdon Email and Phone Number

• Managed a team of 5 Telesales agents within the B2B sector.• Delivered 150-200 leads per month for consultants to follow up on.• Managed the consultant’s appointments diary.• Verified and followed up on all meetings booked.• Implemented call quality assessments.• Conducted regular one to one reviews with all staff.• Held monthly team meetings to review progress. Major Achievements• Ensured outbound call rates were averaging 100-150 per day.• Reorganised the sales office and working procedures to increase productivity.

ICS Cool Energy supply process cooling, heating equipment and solutions to most industry and commercial sectors across the UK and Europe.• Managed and motivated a team of 12 B2B Sales Executives both outbound and inbound• Delivered 250-300 leads per month for Sales Engineers follow up. Consistently over achieving leads target.• Achieved successful answered call rates of 50+ per person consistently per day.• Implemented ongoing product training to maintain the highest levels of lead conversion rates • Improved recruitment process and standard of team members• Conducted regular one to one reviews and appraisals to ensure continuous staff improvement and retention.• Held monthly team meetings to review progress and gain staff input• Compiled daily and monthly reports for motivating the sales team • Liaised with directors of other departments to ensure best practice was adhered to• Full involvement in the implementation of Microsoft Dynamics CRM system• Generated daily call lists by industry sector• Devised and implemented daily and monthly incentives to improve morale and deliver resultsMajor Achievements• Successfully set up and managed a new inbound team of 3 staff to deal with incoming calls to the business, following up on web and e mail leads, verifying new accounts against Mint database • Reduced staff turnover by 50%• Increased staff morale • Ensured smooth transition onto the new CRM system by providing daily training for the team

Managed a team of 10 Inbound and Outbound Customer Service Advisors dealing with B2C and B2B in the fuel oils sector with an annual budget of £1.12M.• Use of MIS to monitor individual and team performance• Contributed to daily conference calls with other parts of the business discussing performance and strategy• Initiated One to One coaching of all staff to increase learning, development and customer satisfaction• Devised and implemented incentives to increase team performance and deliver results• Implemented procedures for strong customer retention and top-up sales ensuring KPI’s were achieved• Credit control – overseeing credit limits, customer payments• Recommended a system based solution for complaint handling to ensure customer service levels are attained• Attended regular sales meetings• Conducted daily “Huddles” to motivate staff• Recruited and trained all new staff introducing a tailored induction process• Conducted regular reviews and appraisals including performance management to ensure continuous staff improvement and retentionMajor Achievements• Reduced staff turnover and implemented systems and procedures to achieve targets

Successfully managed a team of 18 staff which covered all administrative functions for five depots within the South East Region. The role also consisted of inbound and outbound calls processing customer orders, complaints, credit control, national accounts, and new business. Also responsible for setting up and managing a Careline team for doorstep milk customers which covered the whole country.• Turned around an untrained team into a team proud to be part of the company.• Implemented training and coaching sessions in customer care.• Gave staff ownership of specific tasks which boosted morale.• Held regular team meetings to enable staff to input their ideas.• Attended monthly managers meetings and presented statistical information.Major Achievements• Significant cost savings to the company in minimising staff turn over.From October 2008 additional responsibilities for Key Account Management covering:• Developed and maintained a computerised customer and prospect database.• Planned and carried out direct marketing activities (principally direct mail) to agreed budgets, sales volumes, values, product mix and timescales. • Responded to and followed up sales enquiries by post, telephone, and personal visits. • Maintained and developed existing and new customers through planned individual account support, and liaison with internal order-processing staff. • Monitored and reported on activities and provided relevant management information. • Carried out market research, competitor and customer surveys. • Liaised and attended meetings with other company functions necessary to perform duties and aid business and organisational development.

Effectively managed 20 staff consisting of inbound, outbound and administration teams, with a turnover in excess of £9M.• Interpreted statistics and forecasted staffing levels to maximize resources and plan the calling schedules by utilizing an SDX ACD system with in-house sales management software.• Trained the teams on product promotions and monitoring performance.• Carried out one to one coaching of telesales staff via a dual headset system.• Initiated the practice of regular team meetings and continuing to chair these.• Devised and implemented monthly incentive scheme, significantly increasing sales.• Produced statistical management information.• Designed new monthly results reports and used them as tools for motivating the team.• Acted as a point of reference and handled more complex calls.Major Achievements• Successfully turned around a diverse sales team through the implementation of efficient working practices leading to increased sales and a significant reduction of lost calls.• Set up a new outbound team supporting the field sales force and maintained hands on involvement during implementation resulting in a 30% increase in sales.

Effectively managed the telesales operation for both inbound and outbound sales with an annual sales budget in excess of £2.5M.• Managed and led a team of 12 full time agents, responsible for calling approximately 1,500 customers on a weekly basis selling in a range of FMCG drinks. With a catalogue of over 2,000 products, responsible for directing sales campaigns and identifying new sales opportunities.• Was the major point of contact between the Distribution Centre and the Field Sales team.• Conducted monthly sales presentations to the sales executives and their managers on current and future promotional activity.• Undertook additional responsibility for credit control, pricing and general account management.Major Achievements• Regularly exceeded monthly targets.• Maintained the same team over a long period of time.• Won Depot of the Year in 1999.• Achieved Depot of the Month on many occasions.• Obtained a Distinction on a Higher Wine course.