Flex Manager

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Consultant

Consultant

Work Experience

Personal Overview

Innovative sales focused senior manager with a strong call centre background and a record of accomplishment, turning sales strategy into results in a multi-product, changing and dynamic commercial environment.

Career Overview

For eight years I have been an independent consultant and helped many major organisations deliver successful sales results through the introduction of leading edge call centres, providing new channels that have improved shareholder value and the ability of organisations to compete in a competitive market.
Prior to this I was Head of Call Centres, Divisional General Manager and Divisional Sales Manager with the Granada Group.

Skills and Experience

My skills and experience are geared to:

Lead and communicate effectively at all levels
Turn sales strategy into sales results
Manage and motivate large numbers of call centre staff
Deliver results in a changing and dynamic business environment
Identify and implement new business growth opportunities
Manage performance and profitability in a multi-product environment
Ensure that leading edge technology “supports” business growth
Operate in the most commercially astute and cost-effective way





Professional Experience
Company CONSULTING
Position Principal Consultant
Dates June 1997 to present
Overview Worked with UK and US companies in the design and implementation of effective sales call centres.
Achievements
Capital One Bank - Worked with the senior team in London to set up their first ever non-USA Call Centre. Based in Nottingham, it is now at the heart of the most competitive and succesful credit card operator in the UK
Lafarge Aggregates – Assisted the senior management team to design, deliver and manage their new sales call centre. The new Business Centre has given the organisation an “industry leading” platform on which to maximise market share and revenue growth. Based in Leicester, the new centre employs 400 staff and achieves revenues in excess of £300million per annum.
NatWest Mortgage Services – Worked in their Bimingham call centre to improve the performance of the outbound sales team calling mortgage customers at risk. This dramatically reduced the decline in market penetration and enhanced mortgage revenues.
Other clients include Hotpoint and CFSI International.

Company GRANADA GROUP
Position Head of Call Centres
Dates 1993 to 1997
Overview Managed a multi-functional and multi-product call centre with 150 sales agents selling incremental products to existing and new customers. These included insurance products, warranty extensions, Sky channels, PCs, Mobile Phones, Video Recorders and Televisions.
Achievements
Designed and delivered Granada’s first ever call centre, including staff recruitment, new job descriptions, management information, incentive schemes, new sales techniques and leading edge technology,
Developed and managed the new telephone sales strategy through the call centre channel. This included inbound and outbound calls selling a wide range of soft and hard entertainment products.
Achieved growth in revenue through new customer acquistion and existing customer retention.
Succesfully managed 150 staff in various teams and diverse sales disciplines.
Consistently achieved challenging sales and cost targets set by the Sales and Finance Directors.

Company GRANADA RETAIL AND RENTAL
Position General Sales Manager - Southern Division
Dates 1990 to 1993
Overview Based in Central London, managed a chain of 120 High Street Stores retailing a wide range of hard and soft entertainment products.
Achievements
Through the appointment of a new team of Area Managers, achieved cultural and behaviourial changes in sales staff, resulting in a revitalised and motivated sales force.
Implemented product and sales skills training at all levels within the Area teams.
Implemented a customer service strategy that significantly improved the retention of existing customers and the acquisition of new customers.
Presented Granada’s National and Divisional sales strategy and targets to c500 delegates at the annual Divisional sales conference each September.
Many of my Area and shop staff won holidays around the world as a direct result of improved sales performance.
Achieved promotion to the national position of Head of Call Centres to introduce a new channel-to-market and further grow business revenues and market share.

OTHER POSITIONS

Prior to 1990 I held various Regional Sales Management positions including London, South Coast, North West and East Anglia.















Education

Secondat Modern School

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