Sam Nicholson Email & Phone Number

Glasgow, Scotland, United Kingdom

As Warehouse and Fleet Operations Manager my key responsibilities include: Stock movements; supply chain management; Fleet maintenance and logistics; and maintaining strong interdepartmental communication. I utilise a number of ERP systems in my day to day role such as Oracle, EE SAP Stock Control Inventory Management and Active Admin. My role is to support the operation of the Field Experts, as they set up and/or repair products for EE and BT customers. This includes ensuring they have the stock and access to systems or equipment they require daily, based on scheduled appointments.Complimentary to this, I liaise regularly with other departments and partners including branch and area leadership, internal support, surveyors, contractors, insurers and mechanics. All with a view to maintaining the seamless operation of the branch, as part of the wider organisation. I also work closely with other branch warehouses across the UK to achieve time sensitive goals to ensure company standards and practices are adhered to, and the daily operation is not interrupted. In pursuit of this, I have personally written and reworked a number of Standard Operating Procedures (SOP’s) for Enjoy UK. I have worked alongside Area Management to create best-in-class standards and to anticipate issues before they arise, both for Enjoy and the partners. I have trained team members from Glasgow, Edinburgh and Belfast, and personally led the training and onboarding of Edinburgh’s warehouse team. While I oversee the management of fleet, stock and branch maintenance in my current role, as Leader on Duty (LOD) I also take on some of the responsibilities of the Field Manager, overseeing a team of 12. These duties include delivering daily briefs; inspiring, supporting and coaching Field Experts; remotely moving/rescheduling expert’s visits based on travel time; attending area sales meetings; driving daily sales targets; alongside my regular duties.

Glasgow, Scotland, United Kingdom

My role as a Field Expert was to deliver a first class, premium experience to EE and BT customers while setting up their mobile and/or broadband devices, offering tailored solutions from a mobile store. All while hitting sales targets and meeting a quota of visits per day throughout Glasgow and the surrounding areas. I was hand selected to deliver Enjoy UK’s first VIP visit in December 2019. The opportunity was awarded to me due to my consistently high NPS performance and strong people skills. I was later asked to report on the visit, and offer key learnings to other markets. My sales performance grew significantly during this time. I believe this was due to my ability to self assess, adapt my approach and quickly develop positive relationships. As a keen self learner, I sought collaboration with experts from my own market, as well as the rest of the UK, to better develop my in-visit flow, and rapport building.Later, I was able to use these skills to coach other members of my team via shadowing and training sessions. These sessions included sales training; rapport building; and POS systems.Early in my time with Enjoy, I became a Tier 2 Flexpert. This role came with a number of additional responsibilities: higher systems access; operation and management of the warehouse and fleet; and ensuring compliance with branch opening and closing protocols, during periods of absence or holiday. This skill set would later allow me to transition into my next role as Warehouse and Fleet Operations Manager.

Glasgow, United Kingdom

AUGUST 2014 - JULY 2017MAY 2018 - September 2019Representing Samsung in Scotland’s biggest stores, such as Currys PC World in Braehead and Dundee, and John Lewis in Glasgow and Edinburgh, has afforded me the opportunity to hold business to business conversations with store management as Samsung’s sole representative. Though my key role is to maximise Samsung market share, I have since taken on further responsibilities including store visits; coordinating and leading conference calls; creating business briefings; coordinating and leading VIP visits; and organising training sessions for Samsung field force and store staff. I have also been invited to attend numerous launch and training events throughout the UK, demonstrating best in class practice to stakeholders. Another key responsibility is training in-store colleagues. While this is usually on a one-to-one basis, I have created and hosted a number of training sessions for larger groups in a classroom setting. For example, I created and organised a training session for the John Lewis installation team. I proposed this to the store after a number of failed installations lead to a large volume of returns on a specific product. The session was a standout achievement, with more than twenty installers in attendance, and lead to a massive reduction in returns.

Glasgow, United Kingdom

At Customer Experience People I was part of the Tenant Shop team. This was a highly targeted sales focussed campaign and my role was to contact new tenants on behalf of their letting agents, and organise the setup of their utilities, home insurance, broadband and television. As these conversations were phone based, I had to quickly create trust; be clear and concise with information; and multitask efficiently without compromising customer experience. I quickly gained recognition for the quality of my calls, averaging quality scores of 99%. I also held the highest volume of positive reviews on the Tenant Shop TrustPilot page. Due to these high scores, I began coaching and training new staff and was chosen to handle many VIP accounts.

Scotland

As part of the Fitbit training team I travelled to various EE stores around Scotland training store staff on the latest Fitbit wearables. Unfortunately the campaign was only a month long, which allowed me to pursue it alongside my position at Samsung. Fitbit offered me the chance to develop in a field based role. I learned to better manage my time; plan ahead to maximise my productivity, and reach as many people and stores as possible. The experience was priceless as I could easily apply it to my role at Samsung. It also offered me the chance to become confident as a trainer as I could focus entirely on the knowledge cascade.