Contact Centre Manager – Inbound and Outbound• Introduction of 30 60 and 90 day initial plan • Operational lead on introduction of new telephony system including overhaul of IVR• Improved conversions by 300% through effective data management of marketing campaigns and strategic partnerships• Introduced Homevisit customer/sales prioritisation to reduce cancellations and increase net sales• Assisted in the scope of business brand values and mission• Removed ineffective working processes and relationships to improve performance and customer journey• Created collaborative working though aligned goals and better communication• Analysed historic and current data to highlight missed sales opportunities and mitigate the shortfall • Identified through observations both quick wins and strategic business plans• Building Contact Centre from ground up with limited FTE and budget• Identify gaps in the customer journey and developing initiatives to close gaps• Project managing existing and new projects through to completion• Identify and introduced QA, Conversion, Productivity, targets and performance management• Recruited new management to aid in improved employee satisfaction and improved coaching for performance.• Develop customer service and sales vision and mission to achieve a steep revenue increase• Utilising experience and skills to influence key decision makers on contact centre and operations strategy• Build excellent effective stakeholder relationships for an easy quick transition into new role

Covert Closet is my own successful start up company. Research & built a niche in a competitive industry Utilising customer data and feedback to maintain a 100% customer satisfaction  Source low cost distributors and products that fits within the Covert Closet brand and meets the market needs Slashed costs by ending distributor, transit relationships that couldn’t meet the needs of our business model and continually managing products to ensure we keep up with the market trends and demand Managing stock inventory, invoices, purchase orders and ensuring business operates within cost targets Reporting on P&L identifying any areas to improve profit and reduce costs. Generating strategic ideas and concepts for continuous improvement Identify a retail strategy long term Tested and worked with multiple sales platforms to identify the right ecommerce platform. Defining a fully synchronised ecommerce platform that functions across multiple sales channels Identifying a social media strategy that works for our product including education and environmental impacts Understanding online consumer communication tools i.e. LiveChat, Messenger, Twitter & Facebook

 Managed & motivated 250 Customer Service & Sales Agents via 15 Team Managers Exceeding £1 Million revenue targets per month (14-16 Million per annum) Retaining and growing Sky Protect customer base of c. 1 Million by analysing cancellation data and objections to form a better product Implemented monthly forecast to deliver within 5% of budget Worked on the identifying of our customer segmentation and what this meant operationally and the benefits to sales performance, revenue and customer satisfaction.  Increased sales and revenue by c.30% introducing new routes to market – ROI, Welcome Call, Upsell Performance managed Team Managers through effective coaching, mentoring for success and performance plans Proactive in my management of Team Leaders to reduce attrition and absence by over 100% Created development plans for my mangers by providing leadership towards competency framework and identifying their true potential and career plans. Actively listened to my staff and stakeholders to make the relevant improvements to increase employee engagement by 41% Managed absence with strict guidelines in calibration with Occ Health & HR – Introduced Bradford Factor score. Wellbeing meetings & site absence reviews Operational lead in the formation of key competencies and capabilities required for effective resourcing and recruitment of multiple levels. HR champion of high level case studies, appeals and grievances  Scrapped and rebuilt a robust “academy” process for new starters improving engagement and reducing recruitment costs Lead the aggressive ramp plan to drive department to 300 FTE with a total of 27 Team Managers (c. 55% increase) Developing innovative initiatives to drive down cost, generate revenue and improve performance projects such as: Dialler Utilisation, Scripting, Data sourcing, Better resource planning  Stakeholder lead in the biggest business change and transformation from non regulated sales to fully FCA regulated sales