Jonathan McGlade

Experience

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  The Continental Brasserie

  Jan 2008 - Jan 2009

  Kitchen Assistant
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  The Dorman Museum

  Jun 2009 - Jul 2010

  Kitchen Assistant

  Serve customers, clean tables, take orders, cook breakfast dishes, make coffee, general cleaning.

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  British Heart Foundation

  Aug 2010 - Sept 2010

  Warehouse Assistant

  Help with visual merchandising, load and unload goods, serve customers, and check stock on a voluntary basis

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  Mint Recruitment Solutions Ltd

  Jun 2012 - Feb 2014

  Hospitality Staff

  Provide catering, hospitality and first class customer service at prestigious events and private functions at establishments such as The Hilton Hotel, The Bridgewater Hall and The Midland Hotel.

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  BT Local Business Manchester

  Dec 2012 - Feb 2015

  Desk Sales Advisor

  Telesales role, involved managing BT accounts for SME’s in the Manchester area. Up-selling and cross-selling a range of solutions online or via telephone, including; phone lines, telephone systems, broadband, and mobile products. Performance monitored through weekly and monthly targets. The number of calls connected and customer talk-time were observed daily to monitor employee activity. This proved I was very hard working.Contacting customers and using bespoke software to create tailored e-marketing brochures. This was an intense sales environment and illustrates the ability to perform under pressure and meet targets. The role was centred around making contact with new customers, generating leads and closing sales. This role also relied heavily on the use of several CRM systems, this was something that needed to be picked up quickly to manage customer interactions and to obtain customer information .This requires excellent communication skills and a high level of organisation to close sales and meet targets. Show less

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  SMARK-IT

  Jul 2013 - Aug 2013

  Marketing Consultant

  I provide affordable consultancy with a group of graduates for small struggling businesses, to provide marketing advice and ideas to help the business succeed as a voluntary micro-placement.

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  PerDM Contact Marketing & PerDM Services Ltd

  Aug 2013 - Oct 2013

  Account Manager

  This role involved selling ADT alarm systems door to door, this included intensive training mornings and evenings. I also would set weekly and daily targets and use theories such as; 'The Law Of Averages', 'The 5 Steps To A Conversation', 'The 8 Great Working Habits', 'See Factors', Green Light Theory', and 'Impulse Factors' to control situations and raise impulsiveness to make sales. This was a fast track management scheme, I was promoted to account manager and conducted interviews, and training new starts and building a sales team. Show less

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  Virgin Media

  Mar 2015 - Sept 2021

  Working with call centre staff across several departments; both inbound and outbound to improve the KPI's, This involved having coaching style conversations to help the individual see areas that could be improved changes and help them to shape there own tailored plan around how to improve. In 9 months I drove improvements that created an annualized benefit of over £150k through increased retention of customers and additional sales though having better conversations. Serving customers that are wanting to cancel, leading them through problem resolution and contract re-sign. Call centre environment, targeted on sales, retention rate, VOC, AHT, wrap, FTR.

  • Performance Coach

    Sept 2020 - Sept 2021

  • Customer Relations Executive

    Mar 2015 - Sept 2020
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  Virgin Media O2

  Sept 2021 - now

  Managing 2 billing teams, my department was responsible for billing around 200 million each month, and included 28 FTE. I would work with my teams to set objectives and KPI's to manage and improve performance. I would structure resource to ensure we met our targets delivering bills on time and improving quality of billing. Also, resolve customer billing escalations. I was also responsible for managing the credit budget of around 6 million per year. Also, involved in setting agenda's for all hands calls and presenting to over 100 people. Show less This is a 30 month program to develop the skills needed to become an effective revenue operations manager; This role includes rotations in team management, project management, finance, risk and fraud, root cause analysis and operations management. Also have led some business change for improvement gaining Lean Six Sigma Yellow belt accreditation.Within my team management role, I led a team of 8 people, responsible for managing over 50 processes. I was responsible for coaching, 1-2-1’s Managing high levels of sickness and absence, recruitment. Also, I had noticed the team dynamic was fractured (as this was formerly 2 separate teams) I presented my vision for the team to senior leadership resulting in re-branding the team and crating a mission statement. Also simplified and reduced processes to streamline the work (using DMAIC structure). Also, Managed the transition from homeworking to hybrid working.Within my project management role, I was part of a team of lean six sigma black belts responsible for using continuous improvement methodologies to discover what was causing for some of the issues facing our delivery teams amid reports of lead times and poor communication. This involved lots of data analysis and engaging with various teams to understand, problems from a customer perspective, problems from a business process perspective and problems from a people perspective. This helped us deliver a comprehensive diagnosis of the issues apparent in the area using data led discovery and verbatim comments from various teams and customers.Within my finance role, I was responsible for looking reducing business risk by managing old PO’s and projects that would need to be closed. During this period, I was able to help close down £3 million worth of open projects which meant these investments could be changed into assets on our balance sheet. Also helped close down over 2000 PO’s that weren’t needed releasing 200k back into the business. Show less

  • Revenue Operations Manager

    Feb 2024 - now

  • Revenue Operations Manager Apprentice

    Sept 2021 - Feb 2024