Mark Proctor Email & Phone Number

England, United Kingdom

Managing the UK Sales team, responding to price and product enquiries for our mesh products from a very large client base the UK.

Hartlepool

Leading the internal sales, customer service and admin team who are responsible for the telephone and electronic account management of a large customer base.Keeping all customer account records up to date and regularly reviewed.Ensuring that orders are processed in a timely and efficient manner with high levels of quality.

North Tyneside

• Leading, directing and motivating a team of 15 Customer Service Representatives.· Driving the team to achieve KPI’s and objectives set by the company.· Setting team personal targets to contribute towards agreed targets with the use of ongoing effective coaching, support and encouragement to ensure they are delivered.· Regularly monitoring the team/individuals performance by monitoring calls, ongoing coaching, conducting 1:2:1’s and addressing any training issues where necessary.· Managing attendance to minimise absence and also assessing staffing levels to ensure there is always appropriate cover, carrying out return to work interviews, absence counselling and disciplinary procedures.· Effectively using Microsoft and other in house computer programmes to assist with the management of the team.· Ensuring all advisor’s are aware of expectations and what role they play in delivering the service.• Constantly analysing performance and effectiveness to achieve sales and service targets.• Conducting and supporting disciplinary and probationary reviews.• Monitor schedule adherence to ensure service levels are met.

Sunderland, United Kingdom

My main focus was to manage, motivate and maximize the performance of a team of Customer Service Advisers through effective coaching and development. • Leading, directing and motivating a team of 18 Advisers.• Coaching and developing Advisers to promote and encourage our values to consistently deliver high levels of Customer experience. • Ensuring quality objectives are met in accordance with Delivering High Performance. • Consistently meet sales KPI results, taking ownership for individual and team performances. • Encouraging a culture of continuous improvement and high performance, through regular reviews, coaching, feedback, buzz sessions and team meetings.• Highlighting and encouraging potential amongst Advisers to encourage succession planning within the business. • Maintaining a focus on absence, attrition and other employee relation issues to minimise the impact in order to meet business goals and costs. • Ensuring complex enquiries, complaints and issues are dealt with effectively and efficiently.

Bishop Auckland

The outbound Telesales I managed provided a total marketing service for the Rushlift group of companies; the team was involved in telemarketing and mail shotting an extensive national customer and prospect database generating qualified sales leads providing national coverage to an eager sales team of over 25 with qualified sales leads.

Boldon