Barcelona, Catalonia, Spain
An ambitious, hardworking and results driven individual with a proven ability to lead and inspire others, to over achieving KPI’s. I have successfully developed sales teams at a number of different vendor sites, both in the UK and in the Philippines. Owning high profile lines of business with a hand’s and a proactive approach, enabling a customer focused culture every step of the way. Specialties: Telesales experience with inbound, outbound and blended solutions, people management, project management.
• Extensive telesales experience including inbound, outbound and blended solutions • Responsible for the performance of up to 20 teams of sales agents, their team leaders and operation managers, at multiply sites, both in the UK and overseas • Managed performance levels to match or exceed UK (In-House) performance • Regular call monitoring, coaching and development of agents to improve performance • Mentoring of managers and operations managers, coaching them to improve their team management skills, ensuring consistency and sharing of best practice • Leading by example, hosting buzz sessions, training groups, 121’s, initiating development plans, taking calls and hosting calibration sessions, on a daily basis. • Using reports, focus groups and internal feedback to investigate potential areas for improvement. Engaging different areas of the business, before implementing changes to improve performance and mitigate risk • Sustained strong vendor-client partnership at multiple sites • Improved revenue streams • Responsible for ensuring successful recruitment process, end to end. • Key role in improving NPS results offshore • Ability to transfer skills from one campaign to another • Analyzing performance data and producing reports on sales performance • Liaising with different departments including marketing, IT, system developers and department directors to ensure effective communication
• Manage up to six telesales teams (100x front line telesales agents) responsible for all areas of their performance and development • Create business plan, set and review objectives with team, to ensure individual and overall KPI’s are exceeded and SLA’s met • Proactive in taking steps to address dips in performance and changes in workload • Mentoring team managers and sharing best practice • Identifying and implementing process improvements • Manipulate MI and data analysis, and develop plans to increase productivity and motivation
• Responsible for day to day management of an IB telesales team, successfully leading them to achieve all KPI’s and customer satisfaction metrics, consistently • Call monitoring, coaching, training and development on a daily basis, to ensure all agents achieve/exceed goals • Implemented and carried out performance improvement plans, performance reviews and 1-2-1’s • Effectively communicated updates and changing business focus across the department • Key stakeholder in process improvement and change within the department • Resolved escalations, and followed up on complaints. Ensuring satisfaction delivered and any opportunities realized to mitigate further complaints.
• Achieving all targets as front line agent and team lead • Mentored and developed collection agents, using various coaching tools • Took a leading role in a process improvement project. Looking at all areas of collections department, and implementing a many number of changes, based on findings and business needs.