Rodger Maragh - Acxs Cipdl Email & Phone Number

Kingston Upon Hull, England, United Kingdom

Kingston Upon Hull, England, United Kingdom

- Delivered an uplift in engagement, performance and contribution.- Collaborated and supported new-client onboarding experience.- Worked closely with change and legal teams to provide insight and recommendations for change.- Delivered multiple local and wider initiatives enabling business objective (s) being achieved.- Developed & mentored team/ individual growth and progression.- Networked and collaborated cross-functionally to improve ways-of-working, achieve betterment in business, customer and colleague outcomes.- Contributed to and influenced cultural improvements, engagement whilst learning more about the business and team challenges.- Worked closely with HR, L&D, Quality teams and Operations to improve people, performance and customer experience.- Introduced and implemented strategies and activities with direct contributions from teams and individuals to embed with sustainability measures in place. With over one-hundred- and thirty-four-years’ experience, Arco has been supplying equipment for our customers and their employees, most of all, here at Arco, we take immense pride in getting our customers home safely to their loved ones at the end of every working day.

Kingston Upon Hull, England, United Kingdom

Customer Service Operations, Left to pursue new opportunity which unfortunately fell through.

Hull, England, United Kingdom

Business Manager (UK) for Global Life Distribution (GLD) Holdings Ltd, providing direct life insurance products to the general public.Leading and developing sales teams to positively and professionally represent the organisational brand whilst delivering sales and service metrics, within a highly compliant and regulated environment.Acquired amazing insight into this sector, collaborated with many parts of the organisation in order to improve performance, governance and compliance in order to engage teams in delivering an enhanced customer experience.

Hull, United Kingdom

Embedded a people focused culture, implementing key strategies, measures and Continuous Improvement plans, analysed data to support business, organisational and people performance uplift, influenced CI and performance optimisation whilst effectively developing skills, capabilities and improved brand integrity. .Grew new acquisitions by 20%, reduction of bad debt by 35% and client retention improvements by 32%.Introduced KPI reporting, led to visibility of successes and improvement opportunities, previously inconsistent reporting and variability in results which led to no clear direction. Now developmental plans in place. measures introduced and team skills have improved by 32%, outstanding work declined by 70% and new sales opportunities uplift of 28%.Improved employee survey from 52% to 95% through feedback sessions, formulating plans and developing a change in mind-set and behaviours.Streamlined processes leading to improved billing accuracy by 90% therefore collecting >£2m in outstanding debt.Identified and removed wastes which reduced cost by 25% which improved sales by 15% and telephony service levels by 30% over a 16 week period.Led business areas to adapt, transform and transition through the change curve by designing and implementing future state vision based on the 5S and LEAN methodologies and created process standardisation to ensure consistent and eliminate variables processes and developing Standard Operating Procedures (SOPs) and provided training and frameworks to embed and sustain change.Redundancy in December 2020.

Hull, United Kingdom

Managed the B2B & Client Services functions by building relationships between the operations, Clients, Marketing E-Commerce and Business Development Managers.With a purpose of delivering sales and service objectives through operational and Telesales teams in a very aggressive and challenging market..During my tenure, I nurtured and developed relations, achieving 150% sales growth over two years .Executed vision and future state concept resulting in delivering sales growth from £20.8m to £31.2m over four years’ gaining recognition and awards for the team(s) involved.Evaluated existing model, developed alternative solution leading to implementing streamlined processes.Refund reduction of 8%, productivity improvements of >30%..Led inbound and outbound Key Account Management teams and influenced retention & sales strategy across all channels to deliver c£10m additional revenue and achieved ‘Best Team Performance in 2009 & 2010 110% by improving sales in year 1 (2009) from £20.8m to £21.9m, year 2 (2010) from £21.9m to £31.2m (116% vs. target)Redundancy end of July 2012.

Hull, United Kingdom

Successfully transitioned from Retail Operations, adapted seamlessly into this pivotal role based within multi-channel Contact Centre environment, immediately added value to an already cohesive team.Promoted to my next role as B2B manager & Relationship ManagerI was fortunate to work with a great and established team and I integrated and adapted well, whilst I brought other dynamics to the team, I also learnt from the varied skills I was surrounded by, enabling me to play a key part in transforming and delivering growth results of >£12m pa During the two years’ as National Telesales & Service Manager, I co-managed a multi-channel, multi-million pound ‘Big box’ centre >150 FTE, >700, 000 inflow of calls and white mail contact pa. directly and indirectly supported, coached and mentored >7 direct report of Team Leaders and Telesales teams. .Re-defined established ways of working which grew sales from £10m pa to £31.2m over four years’.Embedded Customer Satisfaction measures improving delight by 20% and test shop results by 60%.Liaised with E-Commerce, Marketing teams and collaborated with key contacts in order to implement cross and up-sell product opportunities.Influenced sales training and performance management resulting in an uplift of sales by 20%Received various recognition for Sales, Service, Employee Relations and implemented various measures to increase sales, improving conversion rates and managing the Customer Experience..Conducted P&L reviews, Product category & Marketing analysis, developing Sales strategies to maximise revenue, web traffic and conversion..Developed high-performing teams and influenced the culture to strive for sales through service approach.Influenced external partners to support reward and recognition incentives achieving revenue growth.Completed 121's, PDP's, HR, Performance Management, succession planning and competency evaluation

Hull, United Kingdom

Retail Sales & Operations Manager - Part of a winning team delivering >£7m revenue growth.Gained 'Customer Experience', 'Mystery Shop' results and 'Flagship store 'status.>95% Test Shop results, 60% uplift in Customer Satisfaction & >30% uplift in sales conversion .Secured accreditation through delivering Training & Development plans, Personal Improvement Plans.Delivered 121's, Coaching and sales process evaluation an performance management plans in place.Managed and led support functions enabling me to have a holistic view of he customer journey.Contributed to every part of this role which prepared me for moving into my next role as National Sales Manager for the company's Sales Channels.

Hull, England, United Kingdom

Successful career transitioning through DSG estates, (Currys, Dixons & PC World) operating in various management roles and stores varying in size and turnover. Co-ordinating store refits, new store model launches and helped supported the opening of flagship stores. -Coached and led sales and service operations-Developed sales strategies to achieve highest yoy performance uplift-Maximised footfall conversion with in the moment sales support, led from the front and demonstrated expectations in sales and service journey-Achieved recognition from Directors for outstanding performance, contribution and creating high performing teams

Kingston Upon Hull, England, United Kingdom

Progressed from sales assistant, to sales floor controller to assistant manager

Kingston Upon Hull, England, United Kingdom