Sam Edwards Email & Phone Number

Leicester, Gb

Birmingham, United Kingdom

Key Responsibilities:• Accountable for the operational performance, digital product fulfilment and experience delivered by Yell.com staff• Line management responsibility for c.60 FTE sales through service agents and c.5 Sales Managers• Day to day management of all business, customer and people KPI’s, through consistent focus and review• Creating and maintaining a motivated ‘sales through service’ workforce through consistent focus on people and qualityoutcomesAchievements:• Awarded top sales manager in Birmingham within first year - 112.9% sales revenue achieved v’s target• Achieved ‘Elite’ sales management status - a prestigious achievement awarded to only 5 out of 40 telesales managerswithin Yell• Lead the transformation of all Sales On-boarding activity to another Yell site in based Scarborough - leading its people andembedding new process in a call centre management capacity over 6 months• Accountable for all Employee engagement activity within Yell management team - developing and co-ordinating all value-add incentives to boost morale and reduce attrition within Yell. Recent ‘Glass door’ review scores show results increasingfrom 1.6 to 3.5 over 6 months• Developed and rolled out a change in the management of customer feedback - improving trust pilot scores from 6 to 8.4over 9 months and increasing the overall volume of customer verbatim relating to Yell service from 200 to 1200 commentsper annum• Raised £1100 for Spina bifida locally, to raise awareness and provide additional support to a member of staff with thisdisability - alongside regular support to other charities through local team incentives

Leicester, United Kingdom

Achievements:• 55% increase in overall business meters sold per week (between start of role to present day)• 69% increase in business meters sold per agent, per week (between start of role to present day)• 16.5% increased agent productivity (between start of role to present day)• 8% savings in FTE costs (between start of role to present day)• 6 of my staff promoted to management or senior management during my tenure, through my firm focus on personaldevelopment• Developed and rolled out dynamic recruitment programme to attract local talent and improve attrition• Uncovered leaver issue – resulting in £33K of losses to the business. I lead, developed and executed process changes whichthen resulted in £10K claw back and a revision to business assurance to mitigate future losses• Significant contributions to improvements to Extra Energy Sales and Retentions processes – reducing exceptions, improvingcompliance and driving business growth

Leicester, United Kingdom

Achievements:• BGB Sales & Retention Team Manager of the year 2012 and 2013• Increased role scope V’s any of peers – Effectively managing 3 teams against business directive of 1• Delivered significant growth to British Gas Business, regularly achieving 113% of business targets and consistently achievinga monthly first place position against peers• Both sales teams finished 1st and 2nd for delivery of year end business sales targets in 2012 and 2013 - all direct reportsconsistently delivered a minimum of 100% of their individual targets• Developed and executed organisational changes within British Gas Business Sales – splitting one general into 4 specifically skilled team - a model which continues today • Supported multiple process improvement initiatives – One example taking me as far as South Africa, where I created and embedded an offshore lead generation channel• Sole responsibility of all incentives and environment activities within Sales from concept to completion, with a track record of success since 2010• Successfully nurtured and developed others, placing a firm priority in succession planning resulting in 4 direct reports moving into firm leadership roles both inside and outside of the business

Leicester, United Kingdom

Achievements:• Best team performance v’s rest of channel 2011• Successfully developed and supported multiple direct reports into firm leadership roles• Highest customer ‘Net Promoter Score’ in 2011• Most sales from lead generation during 2011

Leicester, United Kingdom