Experience

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  Select plc

  Jan 2004 - May 2006

  Manager in retail

  • Driving and maximising the sales and profitability of the store to achieve growth • A comprehensive understanding of retail laws, security and health and safety issues• Recruiting, training, supervising and appraising staff • Organising, preparing and arranging promotional materials and displays • Dealing with cashing up, making sure the store is secure, banking and general administration• Promotion of store cards and key holder

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  Insurance dialogue limited

  Jan 2007 - Dec 2013

  Call centre manager

  • Building focused sales and customer service, retention and administration teams• Looking to make the most of each call by up-selling, cross-selling for best ROI• Creating an energetic and motivating working environment• Building a high performance call centre operation• Managing & delivering change through participation in projects and other initiatives to continuously improve business processes• Effective communication skills both verbal and written• Flexible in approach, whilst still maintaining customer focus and quality• Highly motivated to achieve stretch targets and develop self• Support team leaders to manage sickness, lateness and a diverse range of people issues• Assist the human resources department with interviewing potential employees• Created several workshops for my team that range from selling techniques, overcoming objections, call structure and reducing the level of policy cancellations• Working closely with the training department to introduce new starters within the team and working with the quality team to ensure all calls meet our regulators standards• Resource & Forecasting analysing the call flows and providing recommendations• Regular staff bonus and incentive reviews • Look for improvements in existing business practices and offer solutions/options Show less

• 

  Solar fusion

  Apr 2014 - Apr 2015

  Customer service manager

  • Implementing new sales strategies ensuring customers are prioritised and given first class service• Exceeding sales targets • Managing, training and leading employees• Liaising with managing directors, engineers, customers and other third parties remaining informed of the progress and performance in other departments • Recruiting new members of staff scouting the most suitable, determined and driven employees• Organising events for the company eg Home Shows• Giving motivational speeches to the call centre team on a daily basis• Holding shift meetings at the beginning of the day Show less

• 

  Securemygoods

  Jun 2015 - now

  Operations manager

  • Play a significant role in long-term planning, including an initiative geared towards operational excellence• Establish and implement departmental policies, goals, objectives and procedures • Creating, managing and analysing performance data and other information • Encouraging, • Oversee overall financial management, planning, systems and controls • Increase effectiveness and efficiency of Support Services through improvements to each function • Payroll management including calculation of accrued employee benefits • Achieving targets in a dynamic and complex business environment • Able to manage and develop a diverse group of highly skilled people • Ensuring compliance to all Environmental Health and Safety goals & objectives Show less