Richard Smith Email & Phone Number

Leeds, England, United Kingdom

Leeds, West Yorkshire, United Kingdom

Leading a 200 FTE front-office and back-office contact centre for the end-to-end resolution of all customer enquiries. Consistently achieving all Contact Centre SLA’s across, Email, Telephony, Webchat, Social Media, CEO Complaints /Complaints and driving the continuous improvement of the Customer Experience culture within the contact centre During the recent challenging times due to Covid 19 I have delivered the most significant change to the Hermes Customer Service Contact Centre. Moving 250 of the contact centre team to homeworking in 1 week and then responsible for the strategy to recruit train an additional 150 homeworkers to meet the increased demand during the lock down Year on year delivery of Contact Centre peak capacity plan to increases staffing levels from 200 to 350, including recruitment, training, agency strategy, service delivery, and post peak downsize in line with budget Transformed contact centre engagement strategy, increasing training /development activity, introducing new communications plans and implementing reward/recognition centered around customers, which improved annual engagement scores from 63 to 76 in 1 year Delivered a 15-point CSAT improvement year on year Using external CSAT data to introduce inward looking customer centric measures that drive improvements to the customer experience through the Operational Improvements

Castleford, West Yorkshire

Key Achievements:• Implemented sales transformation programme to centralise all office based B2C and B2B sales to develop a regional sales contact centre with 50 FTE• Increased sales performance, sales conversion rate 15% increase, upselling of added value products increased by 100% and B2B Gross Margin increase of 25% year on year; after delivering consultative sales approach through coaching and continuous improvement initiatives• Realised an increase in sales performance and significant productivity improvements after implemented a new CRM IT system, across the contact centre to increase customer intimacy• Overall savings of 20 FTE through sales transformation implementation, delivering increased productivity and call handling capacity• Developed a communication strategy and implemented across the region• Significantly enhanced performance levels, after delivering a contact centre operating model start-up from 8 to 50 FTE in 6 months• Doubled the level of added value product sales and increased gross margin in B2B by 25% year-on-year (YOY), after leading the strongest domestic sales performance in the UK• Increased 30% year-on-year (YOY); contact centre delivered the highest performance per FTE in the UK

Rotherham

Leading the UK sales contact centre, responsible for 220 FTE and OPEX of £10 millionKey achievements:• Delivered and operational review and restructure of all roles across the contact centre including the recruitment on 7 new managers from internal and external sources. • Achieved a 7 point NPS (Net Promoter Score) through implementation of continuous improvement initiatives.• Sales compliance increased by 5% through introduction of coaching support teams and targeted training interventions.

North Of England And Scotland

Leading the North of England and Scotland Sales teams consistently delivering over 60,000 new customer accounts per year under within an OPEX of £5 Million through 70 FTE.Key achievements:• Led the highest performing sales region for 2013 in the face to face sales channel, delivering 12% above target sales performance whist achieving the highest compliance rating and at the lowest cost per sale. • Successfully executed a plan to increase in FTE from 200 to 350 FTE following company sales restructure. • Project lead on the delivery of a £600k year on year saving through implementation of centralised UK wide booking process.

Rotherham

Leading a team of 10 capacity planners to give multisite planning management support across SME and residential sales contact centres.Key achievements:• Shift pattern review and implementation of review recommendations to achieve a cost saving of 12 FTE.• Managed the roll out of Totalview workforce management system into the sales call centre to optimise staff utilisation.

Yorkshire/Lancashire

Leading 8 direct sales teams across Yorkshire and Lancashire with 90 sales advisors, consistently exceeding business targets in sales, cost and compliance.

Yorkshire

Leading 6 direct sales teams throughout the Yorkshire area managing recruitment, training and developing a team of up to 100 sales advisors to consistently meet business KPIs in sales volume, value and compliance.

North East/Yorkshire

Leading the North East and Yorkshire instore and events sales teams managing recruitment, training and developing a team of up to 50 sales advisors to consistently meet business KPIs in sales volume, value and compliance.

Bachelor'S Degree, Beng Manufacturing Systems Engineering

Btec National Diploma In Business And Finance

BTEC National Diploma in Business and Finance