Mark Mcgrath Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow, Glasgow City, United Kingdom

Glasgow, United Kingdom

• Increasing levels of transparency of performance by delivering data and insight to head of contact centre and team managers• Responsible for the operational management and monitoring of the dialler system• Managing daily & weekly data loads through CRM Dynamics and Dialler Database • Building and updating campaigns within the dialler while working closely with marketing and IT• Maintenance on DDI’s, Non-Geo and IVR to ensure all inbound telephone numbers are routing correctly• Manage and troubleshoot dialler related issues that impact productivity• Main point of contact with Dialler software provider• Work with management team to educate on dialler technology, methodologies, strategies and operational processesKey Achievements within the role• Successfully Integrated new dialling strategy within contact centre, leading to massive increase in sales week on week.• Managing Dialler system independently for one year.

Glasgow, United Kingdom

Responsible for reporting stats and figures to management/field on a day to day basis.Main Responsibilities• Providing support to FPC’s, Sales Managers and NSM’s• Communicating internally and externally with field consultants, managers and customers• Daily & Weekly Performance Reports• Distribution of Internal & External Stock• Checking of incoming sales for any defects and for processingKey Achievements in Role• Defined a new key role within the contact centre including its responsibilities and limits• Developed new reporting system, tracking KPI’s and created week on week sales differentials for managers to use• Taken ownership of Contact Centre report used in weekly management sales meetings• Top Contact Centre Team Member Award

Glasgow, United Kingdom

Main Responsibilities• Supporting both Funeral Directors & Regional Sales Managers• Booking of events, liaising with external clients with regards to event stands• Liaising with printers, receiving quotes to print Golden Charter literature and merchandise• Printing mail merges informing FD’s of changes to Golden Charter products• Coverage of Fulfilment team (Holidays)• Arranging stock delivery to Funeral Directors and sales team.