Driving business development through strategic marketing to new and existing industry sectors. Identify opportunities for growth through research and creating strategies to achieve increased revenue. Managing a B2B sales team to achieve sales targets with close focus on margin management to balance P&L with competitive markets. Supporting team with clear guidance in a constantly changing and challenging business environment.

Managing all call centre operations for blue chip outsourced campaigns, including the performance management, coaching and motivation of 17 team managers and 180 staff. Reporting daily to internal and external stakeholders. Competencies required for role include; effective change management, leading and communicating, developing potential, delivering quality and maintaining a commercial edge.2009 – 2013Team ManagerThe Contact Company, BirkenheadManaging the operations brief covering the Digital Television Switchover Help Scheme campaign, on behalf of the BBC and DWP. Key duties include all areas of call centre campaign management, including identifying required key performance indicators adhering to incumbent service level agreements, devising and managing daily, weekly and cumulative reports to senior management and client, staff management and motivation. Devising and building databases on excel and access for close monitoring purposes and to highlight KPI best practices, for both internal use and client satisfaction. 2006 – 2009Call Centre Advisor The Contact Company, BirkenheadInbound and outbound sales, customer service, data gathering and entry (part-time whilst at university).

Responsible for 5 key areas• Accounts ManagementSettling bets, monitoring all financial transactions, undertaking daily banking procedures and ensuring adherence to strict security policiesCollating daily/weekly/monthly business figures, financial planning, forecasting cash flow requirements and inputting data using DIONE and BS 2000 computer systems• Marketing and Business DevelopmentMaintaining an awareness of the activities of competitors and identifying opportunities to increase business turnover through the effective use of a variety of strategic marketing methods. Identifying possible areas for development and implementing changes to create increased revenue• Security and Customer RelationsEnsuring the safety and security of customers, staff and premises and implementing/monitoring all issues relating to Health and Safety legislation and company policyHandling complaints, ensuring customers receive a consistently high standard of customer care• Staff ManagementInterviewing and recruiting staff, assessing and implementing training requirements and carrying out staff appraisals to Investors in People guidelines• Area RecruitmentStrategically advertising staff vacancies for Ladbrokes outlets in North LondonMain contact for applications which involved collating and assessing applications from prospective employees, organising and conducting interviews and appointing appropriate candidates • AchievementsPossess an in-depth understanding of a vast range of sports through participation and spectating and was appointed as Manager of the Centre of Excellence for Sporting Knowledge. Developed a strong knowledge of legal issues relating to gaming licences and retail businesses

Quality Control Manager 1992 - 2000Produced daily management reports relating to production and quality issues, budgets, customer liaison and staff training and presented these to the management team. Total responsibility for ensuring the quality of approximately 1500 three piece suites produced weekly. Undertook quality control procedures for a workforce of 250 staff. Provided advice on operations and method issues and made recommendations as appropriate. Upholsterer 1990 - 1992Manufactured a wide range of furniture including three piece suites, footstools and reclining chairs.Managed a shop floor team including training, supervising and motivating staff and organising workload Co-ordinated team orders and prepared financial accountsLogistics 1984 - 1990Completed order and delivery administration and handled customer enquiries.Planned routes to ensure optimum use of resources and assisted with loading delivery vehicles. Delivering furniture to retailers and end customers.