Stuart A. Email & Phone Number

Leicestershire, England, United Kingdom

• Utilising available assets to research additional information on markets, business sectors and target opportunities• Account portfolio commercial management and retention.• Find out information about prospective clients• Confirm the accuracy of the data we have on file• Keep the CRM system up to date with market and lead information• High attention to detail, organised and practical approach to research • Demonstrate ability to achieve targets and maintaining margins. • Committed, persuasive and personable with fluent written and verbal communication skills • Experience of working in a professional customer focused environment. • Willing to learn new skills and accept new challenges • Able to identify key decision makers within a business

Syston

Key Accountabilities · To generate new customers for Flogas, as well as passing higher usage leads to the Field Sales team. · High volume of outbound sales calls to generate orders for tonnage delivery, through marketing campaigns to include but not limited to, Non Taken, out of cycle, pull forward. · To participate in specific campaigns targeting key market sectors at planned times throughout the year to generate prospect data for future marketing campaigns and identify current LPG users across both Bulk and Cylinders and to fully qualify leads and record results accurately · Dealing with all areas of customer service related to the accounts to ensure excellent delivery of customer service · Efficient pipeline management to maximise conversion from suspect to prospect to customer · To be able to display strong negotiation and closing skills · Client development utilising the current Customer Relationship Management tool to its full potential. · Co-ordination of monthly information by working closely with other departments within the Syston head office function. · To deliver sales targets on lead generation, and new business whilst hitting company KPI’s · To develop a strong working relationship with the ASM’s to support conversion of all leads both internally and externally · To use a professional telephone manner, to build rapport and practice strong questioning skills · To assist, at times, with inbound customer service during the winter period when requested to support the delivery of excellent customer service

Leicester, United Kingdom

To deliver new business through various online channels.

Leicester, United Kingdom

To lead a team of CSA’s to deliver service excellence offering full support on all work streams● To monitor and analyse all client data and information. ● Responsible for delivering resolution on all enquiries, complaints and reporting compliance related issues● Management of staff to deliver maximum productivity. Monitor and analyse all team members performance data, quality standards and absence level targets enabling the teams to deliver efficient & effective service to Clients● Manage daily operational performance of your team, by monitoring activity and react & implement effective solutions to achieve service levels● Investigate complaints / grievances in accordance with Hermes policies & procedures ● Contribute to project and review processes to manage change and improvements according to business / Clients needs● Assist with recruiting CSA’s during recruitment campaign’s / peak trading● To ensure the health, safety and welfare of employees through the provision of management systems, competent supervision, safe systems of work and internal security of the department.● To ensure that systems are in place to guarantee all employees are fully trained in line with their job specification and the company health and safety policy.● Ensure effective communication methods are in place / utilised for effective operation of the Contact Centre and smooth handover of shifts● Ensure CSA’s understand and adhere to company policies and procedures, advise accordingly to ensure consistent working practices in relation to fairness and equal opportunities

Aylestone Rd

Responsible for coaching, motivating and engaging a team of up to 14 individuals. − Inspiring them to succeed various business objectives and excel within their roles. − Maintain a high level of performance across all measures both individually and as a collective.− Ensure that we treat our customer fairly on a daily basis, following principles set out by the FCA. − Take ownership of more complex customer queries and resolve them in a timely manner. − Review customer conversations and provide timely feedback

Leading, inspiring and engaging inbound contact centre teams in the absence of a Performance Coach.− Managing expectations around the behaviours and performance delivered including the absence and wellbeing − Gaining insight and experience into the world of leadership through the One for the Future program. − Providing the end to end quality journey including coaching and feedback within the recently introduced operating model.− Supporting the drive behind project trials and leading innovation across Leicester including communications and customer insight.

Leicester, United Kingdom

Maintaining High Customer Service Levels.– Promoting Additional British Gas Service Products.– To Be FCA Compliant.– Sharing best Sales Practise

Leicester, United Kingdom

- Trainer new starters to British Gas Customer Service Standards– Working to tight deadlines– Sales Training– Following the British Gas CurriculumWithin this role I held as an Associate Trainer, which I did from March 08 – Sept 08. One skill I was able to develop was my ability to effectively control a group of people and to provide them with constructive and positive feedback if needed. This role also enhanced my knowledge of British Gas in-house systems such as WMIS, Banner and Siebel. We were working totight deadlines on a daily basis but I enjoyed that. Another part of the role was not only training new staff but also delivering training to existing staff, I trained the Customer Support Team on how to identify customers through Siebel as well as delivering Home Assistance Training and Water Supply Pipe Training. I further developed my ability in driving andmotivating a team of New Starters and by successfully doing so they achieved Growth conversions of 11.3%, all 3 groups ofnew starters I had during that summer all had Growth conversions that were over 10%.