Steven Tyrell

Experience

• 

  Spark New Zealand

  Jan 2006 - Dec 2011

  Duties Included: • Managing a team of 14 sales representatives• Mentoring and coaching staff members to ensure positive customer experience and successful sales achievements• Conducting investigations regarding technical, telecommunications issues and problem solving to achieve satisfactory outcomes for clients• Motivating staff on daily basis through focus groups, regular one on one interactions and meetings• Completing reviews conducting staff performance reviews to assist short-long term goals in a working environment • Maintaining key performance indicators (kpi’s ) such as productivity sales, attendance, • Contribute towards site engagement by taking part in various initiatives, whether it’s for fun or performance • Performance management, managing staff members who were not performing and encouraging performance improvement plans and reviewing their performance on a weekly basis • Listening to calls and coaching my team to have the right conversations with our customers ensuring all disclosure statements are read terms and conditions have been discussed and ensuring two way conversation’s by asking open ended questions in their conversations (CRM)• Results driven approach with a natural desire/ability to lead and inspire people • monitor performance and implement strategies for improvement Show less Duties included: • Making outbound and receiving incoming calls to existing Telecom customers to ensure customers still has relevant services such as:• providing landline, mobile connections, broadband and internet connections and services to existing and new customers• providing trouble shoot services to customers• retaining customers and ensuring that relevant telecommunication service plans meet their individual needs• Achieving sales targets on a monthly basis• providing advice to customers via email or post information on telecom services prices terms and conditions.• Maintaining and input of personal customer information into databases Show less

  • Retention Team Leader

    Oct 2008 - Dec 2011

  • Telecom Outbound Customer care

    Jan 2006 - Dec 2008
• 

  BoysTown

  Feb 2012 - Mar 2013

  Senior CSO Boys town

  Duties Included:• Customer service tasks: • Answer inbound calls• Attempt all query folders including Internet, credit card rejects and customer serviceAdmin Tasks• Monitor queue and team movements- call wait time that exceeds 2 minutes requires a call wait report to be sent to managers• Track team activities and delegated tasks in log book• Track time spent doing other tasks than outbound log book or spread sheet• Send daily update via email at the end of every shift to advise of any occurrences throughout siftOutbound delegation • Allocate tasks to team-campaigns • Liaise with supervisors to determine priorities and target.• Set daily target for outbound and send via email to the team Show less

• 

  Mercury NZ

  Jan 2013 - Nov 2020

  Sales Team Leader

  Duties IncludeManaging a team of 16 sales representatives • Mentoring and coaching staff members to ensure positive customer experience and successful sales achievements• Maintaining key performance indicators (KPI’s) such as productivity sales, attendance, • Contribute towards site engagement by taking part in various initiatives, whether it’s for fun or performance • Listening to calls and coaching my team to have the right conversations with our customers • monitor performance and implement strategies for improvement • Managing targets Show less

• 

  TEEG

  Nov 2020 - now

  Contact Center & Sales Event Manager