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Education/Qualifications Hockerill GCSE's Maths, Physics, Chem., Music, History C and Above. Boarding School English and CS grade D. Saxon Training ONC Mech. Prod Engineering (bar 1 unit) Summary. An experienced man manager with the ability to translate operational objectives into results using human and technological resources. Enthusiastic and realistic; combining approachability with effective delegation skills. Employment CGU (Formerly Commercial Union and General Accident) 03/02/98 - Present. Outbound Team Manager, Preston. Key Achievements : Managing a high profile account in association with the Daily Telegraph to sell home insurance to their database. Due to new practises I have introduced conversion and premium per hour have increased substantially. Created and implemented a new recruitment program for full and PT Sales Advisors; for this work I was awarded an exceptional in my Quarterly Review. Designed, implemented and assessed a new induction program for all new Outbound recruits. The sales sections have now been adopted by inbound. Created n new refresher sales training for all staff at the unit. Certified on Mosaix predictive dialler. Created a new call monitoring form for Outbound that has improved quality and consistency in the Outbound department. Due to it's success I also adapted this for all inbound sales teams and this procedure is now the standard. Involvement with campaign management; data scheduling and operational management. Key Responsibilities : Lead / motivate a team (up to 12) outbound Advisors to achieve stretching sales targets. Act as a front line problem solver. Ensure the team consistently meet and exceed the floor standards on efficiency, effectiveness and quality on an ongoing basis. Monitor/assess calls to ensure outstanding customer service and customer satisfaction. Maintain good and effective discipline and time keeping and ensure any breaches are dealt with quickly and in line with company procedure and the Union. Create an open environment for learning and development where team members needs are positively addressed via in depth feedback and coaching. Identify individual and team motivational needs and utilise to improve performance. Identify training needs and design training packages to enhance performance Work with peoples strengths to develop areas via coaching, courses or buddying. Undertake quarterly performance reviews. Review statistical information relating to individual/team performance to provide feedback, encouragement and coaching to optimise productivity. Ensure the list utilisation; Decision maker contacts to quotes and conversion rates specified in the campaign brief are met or exceeded. Guardian Direct Insurance 13/03/95 - 03/02/98 Team Leader, Watford Key Achievements : Transferred to Watford to be the 'experience' on the floor. My team was the top sales team for 5 months out of 6. Co-ordinated the Make A Difference Campaign. Created a sales training program for all Watford Sales Advisors. Dealt with all spreadsheet issues; creation and fault diagnosis. Key Responsibilities : Same as with Commercial Union except my team was one of 4 and team worked on inbound calls only. Responsible for up to 14 people in my team Team Leader, Colchester Key Achievements : My Team was always in the top half of the sales floor. Ran the 'sales surgery' working as a liaison between the sales dept. and Marketing. Headed a project team to work on call assessment forms. Key Responsibilities : Same as Watford except my team was one of 19 with over 150 sales staff. Sales Advisor, Colchester Key Achievements : Within 3 months was in the top 10 on the sales floor; earning a �750 bonus. Won promotion via a selection board to Team Leader after only 9 months. Key Responsibilities : To provide a quality and comprehensive sales and service function to customers. To achieve maximum efficiency in call handling, call length and wrap. To achieve maximum revenue and conversion from all calls received; utilising call backs; generating new leads via cross selling mid term adjustments and quote amendments. To provide outstanding customer service on all inbound and outbound calls. To up-sell and cross sell on every available opportunity. To meet the minimum standard of 75 % on the PDQ call assessment form. East Anglian Daily Times 01/03//94 - 01/02/95 Trade Sales Desk Advisor, Ipswich Key Achievements : Ran my own columns in the paper including Computers, Business and Personal. Planned and produced full page and colour features. Key Responsibilities : To meet/exceed targets within a frame work of outstanding customer service. To actively up-sell and cross sell all relevant features for my columns. Telesales Advisor, Ipswich Key Achievements : Regularly hit or exceeded my sales targets. Learnt to sell effectively over the phone. Key Responsibilities Same as the trade desk except I was dealing with the general public. Various Temp. Contracts. 01/10/93 - 30/02/94 Electronic Office Equipment 01/06/93 - 30/09/93 Regional Sales Executive, Colchester Key Achievements : Initiated a direct mail campaign to build this new venture. Hit my target after 3 months. Cameron Recruitment Consultants 01/01/93 - 28/05/93 Recruitment Consultant, Thorpe-le-Soken Key Achievements : Cold calling new business and building up a portfolio of clients Placed a workshop Manager in Oman against strong competition. Matthew's & Yates 01/04/91 - 20/12/93 Internal Sales Engineer Key Achievements : Learnt to use the telephone effectively Assisted with the design of airflow/pressure systems Attended Saxon training centre and worked as an apprentice. Passed my MEA and GEA Courses. Training Courses Attended. QU Insurance System (Commercial Union in House) Chats (CTI) (Commercial Union in House) Mosaix Predictive Dialler Commercial Union 3 day residential course. Huon Insurance System Commercial Union and Guardian Direct in house training.. Aspect (CTI) Guardian Direct in house training. Team Leader Modular training (e.g. Absence management, discipline, grievance, feedback, call assessment, motivation, holding effective meetings, coaching, call monitoring and time management) TMI (In house 1 day Time Manager International course) Recruitment and Selection Avenue Scotland Recruitment Consultants Sales Induction (3 Weeks) Guardian Direct and EADT Software packages I can use proficiently. Excel, Lotus 123 and Word Pro, Word, Power point, Free Lance Graphics. | ||||||||||||||||
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Computers Music Chess Rugby Cricket | ||||||||||||||||
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