Luke Mcgregor Email & Phone Number

Coventry, England, United Kingdom

Coventry, England, United Kingdom

• Promoted in April 2023 to Sales channel Manager to reflect the responsbilities my had role developed into. I managed the relationship with two strategic partners Currys & Unihomes across both energy & broadband both of.
• Ensure Sales partners act as brand ambassadors by always doing the right thing for our customers & adhering to strict compliance measures.
• Contract & Commercial negotiations ensuring partners deliver good value
• Onboarding & terminations of sales partners
• Stakeholder management with Internal SERL teams
• Performance management of sales partners through regular documented monthly meetings including MBR’s, call levelling session & Complaints reviews.

Coventry

• Managed, coached, motivated & developed up to 15 advisors across inbound & Outbound sales channel selling energy, broadband & boiler care products.
• Exceeded all productivity, sales, quality & compliance targets at all times.
• Maintained high levels of compliance at all times.
• Development of KPI reports used to drive outbound campaign performance.Key Achievements
• Sales Manager of year award 2019
• Engagement scores 97%+ for 3 consecutive years

The Hotel Collection is a group of unique four star luxury properties with Hotels across the UK from Scotland right the way through to Brighton. Responsibilities-Investigated and resolved customer enquiries and complaints in an empathetic manner.-Devised and published metrics to measure the organization’s success in delivering world class customer.

-Responsible for all MI reporting for internal stakeholders and outsource partner -Forecasting – call volumes, seasonal sales conversion -Maintain relationship with outsource provider to ensure first class service is delivered to our customers -Project participant during transition of Central Reservations Office to external partner-Develop Knowledgebase.

-Lead, coach, train and develop a team of Team Leaders an Customer Sales Advisors. -Ensure the very best product knowledge was maintained -Resource Planning and real-time workforce management -Worked closely with the Contact Centre Manager on the implementation of changes -Drove key metrics including call quality, sales conversion and average booking.

TNT is a leading provider in the logistics industry shipping over 300,000 parcels from the UK on a daily basis. During my time at TNT I managed a team of 12-15 Customer Service Representatives Responsibilities -Coaching, development and performance management of Customer Service Advisors-Develop and maintain customer relationships including visiting Major.

A leading global player in outsourcing telecommunications, providing support to clients such as Eon and Siemens which I worked with during my time there.Responsibilities-Coaching, development and performance management of Customer Service Advisors -Maintaining relationships with outsourced clients, including visits and conference calls. -Ensuring.

Alongside a few colleagues I was responsible for the day to day operations of the Checkouts and Customer Service Teams.

Bachelor Of Arts (Ba), Political And International Relations Studies

Politics

Bachelor'S Degree