Mark Burrows Email & Phone Number

Sheffield, Gb

Dearne Valley Rotherham

United Kingdom, Rotherham

Responsible for embedding a Business Performance operating model and structure as part of the Business Performance Management team, responsible for the end to end engagement and delivery of effective planning services for client and operations whilst driving efficiencies and best practice through planning and operations to drive profit and loss targets.

Dearne Valley, Rotherham, South Yorkshire

I like to think of this time as one of my greatest learning curves professionally. I was responsible for a team of 19 Quality coordinators who were required to monitor the sales calls for accuracy, and ensure they were compliant with all governing bodies and the clients set standards.During this time i had to develop ways of reducing manual work required by the coordinators, in order to keep costs down and increase productivity. Whilst in this role i also took on the role of Dialler Manager. The Dialler team at the time were on the understanding that they loaded the data, and the agents dialled the data. One of my greatest achievements during this role was changing the Dialler teams perception of their involvement in the sales process, and focus their attentions towards how they could increase the agents opportunity to achieve targets, through data manipulation and analysis.During this time i was also responsible for revenue assurance, dealing directly with the Business Manager,Finance team, Recruitment and training.This role expanded into what was to become the Business Performance Manager role.

Wath Upon Dearne

My role as a team manager was pretty standard for a call centre environment. I had various targets to meet, both in sales and profitability.I excelled in this role, and received recognition from both the company and also the client for consistently achieving targets, and surpassing the in house team who were completing the same work.During this role i began to analyse data, learn trends and review in depth detail which would allow me to strategically manipulate data and performance to achieve the desired result.During this role i developed my ability to work with other depts, support functions and increase my ability to interact with the client.This role eventually turned into an operations manager role, albeit without the title.

Dearne Valley, Rotherham, South Yorkshire

When i took Voluntary redundancy my wife was expecting our first child, so i took what was the first job offer available, which happened to be a very good choice.I started with what was then known as TSC, which then became HEROtsc and finally part of the Webhelp Group.With a child expected anytime soon, i accepted the Sales Executive role and enrolled into the Open University with a view to become a teacher. After spending roughly three months as an agent on the phones i was promoted to the Team Manager role, in the dept i was working on.

Hellaby,Rotherham South Yorkshire

After starting with the First Data as a customer service agent, i moved through various Customer service based roles and finally into the technical dept. This allowed me to get a clear understanding how each dept worked and how targets differentiated between departments.After spending time assisting the Team Managers in the service section, i looked for progression into a different channel, Sales.This was to be my first experience of telephony sales, which i adapted to very quickly and was then progressed into management.My role as manager was to support, motivate, encourage and lead a team of individuals to exceed the clients targets whilst improving profitability to the company through increased productivity and efficiency.When the opportunity to manage the only team in a new start up venture First Data had secured, i was chosen to be the Team Manager.This opportunity came with all the general aspects of a Team Manager role, but also required initiative and client interaction.The team i lead was required to generate leads for the HBOS merchant service managers, so it required myself and my team to find ways of determining the companies which would generate the most leads, and then researching the companies so the agents spoke to the right people first. The Team was very successful and required constant support, motivation and leadership. I was responsible for coaching the agents through data collation, communication skills and fitting their own personalities into the way they approached the customers they were speaking to. The success of my team allowed the campaign to ramp in size, and generate further business for the company. My progression stalled with First Data due to limited opportunities to move upwards in the hierarchy, so i made the decision to take early Redundancy and leave the company looking for a new opportunity.

Dinington, Sheffield

After Greens Car Spares i moved to a new company in Dinnington. This role was seen by myself as a new opportunity with the promise of progression the main reason for my move.I became the Stock Controller/Assistant Manager at this store, but again the opportunities of progression were evidently not as promised so i became disillusioned with the role and left a short time later.

Swallownest Sheffield

This was my first job after leaving school.I entered into a Business Administration course with my local careers service after leaving school. This required that i attended college once a week, whilst working full time in an office based environment.Much to my surprise i was placed into a car spares store, on the basis that the store had a computer and was deemed to be an appropriate place.I didn't envisage i would be working in the car parts trade, but i quickly adapted to the role and learnt many important lessons throughout my time at GCS.The most important lesson i learned from this experience was how to interact with different types of people, different character traits and personalities, Which i have used throughout my professional career.

Open University

Education record