Phil Gundry Email & Phone Number

Basingstoke

• Provided account updates to management and forecast/scheduling analysts detailing previous and current performance and forecasted performance of remainder of current day/week and monthly cycles whilst identifying potential risks to workforce.• Monitored real time and historical analytics across multi-channel methods of contact• Managed intraday staffing levels.• Communicated identified intraday risks to management and WFM team members.• Managed overtime and under time availability.• Produced reports pulling data from a variety of sources such as NICE/IEX, Avaya CMS and compiled into agent productivity reports.• Compiled monthly reports for clients detailing previous month’s performance against expectation.

• Managing a team that can fluctuate in numbers due to commercial propositions and seasonal promotions as well as conversing with an outsourcer and setting up a daily task plan for both sites.• Liaising with WFM/QA teams to ensure upskilling was provided to all agents. • Effectively championing first contact resolution • Daily briefings composed and presented to the entirety of the contact centre then chairing conference calls with outsourcers to inform them of latest commercial proposals that will drive contact.• Liaising with internal departmental heads in relation to the day to day activities of the business • Conducting monthly one to one reviews and Identifying areas of concern and under performance and tailoring a solution together with the individual.• Working alongside WFM/QA teams in compiling personal development plans for agents.• Conducting Manager Call back requests in a time efficient manner and diffusing the escalated contact ensuring repeat custom. ● Managing KPI's and adhering to targeted SLA's through active channel management.• Identification of key attributes of potential areas of improvement for processes or policies.

Basingstoke

• Working within a small but extremely busy retail store with massive footfall due to its position inside one of the most recognised shopping centres in Hampshire.• Conducting a morning brief with the sales consultants to make sure they are commercially aware of our best propositions and have a clear indication of their performance in relation to our monthly store targets.• Scanning all contract documentation compliantly and correctly to our head office so an excellent eye for detail was essential.• Responsible for structuring a four weekly rota for staff in Excel and ensuring all holiday entitlement is booked correctly.• Provide training and reviews to all members of staff in store in order to aid their progression.• Booking on of stock to ensure products are readily available for our customers to purchase.● Exceeded every individual store target consistently.● Generating an increase of nearly £400,000 year on year gross profit at this location.

Basingstoke

• Responsible for all aspects of this customer facing role by providing an unparalleled level of service both at point of sale and in after care of both domestic and business based end users.• Cultivation of new and existing accounts. • Structuring and tailoring leasing agreements for client base• Maximising every opportunity to sell a fantastic range of essentials and add-ons with my accounts to achieve a constant level of success. • Stock management responsibilities.● Excelling at external training academies designed to improve our product knowledge.

Theale

The key criteria for this role was adaptability and high organisational skills.I had a real mixture of responsibilities for this role which primarily focused around all aspectsof Account Management. Building and constantly developing relationships with clients inorder to increase profitability through new orders of our range of products and after salesservices. I would draught quotations for customers enquiring through our websiteand due to the products we offered I gained a basic knowledge of Autocad software.I believe I developed a real entrepreneurial spirit whilst working with this company as thebusiness was constantly evolving and changing to meet the needs of our clients.• Generating high margin profit whilst delivering the highest standards of service.• Consistently achieving 55% profitability margin on previously dormant accounts.• Gaining an excellent knowledge of all Microsoft Office programs.• 4 Years experience of working in a high pressure sales environment.• Using initiative to develop new ways of generating business.