beschikbaar?

TIP: soortgelijke CVs vinden

Call Centre Manager

Work Experience

Career History.

May 2001 to November 2001
Call Centre Managers: A Call Centre Management Recruitment Consultantcy.
Engaged to provide operational knowledge to implement the building and launch of a nationwide Interim and Consulting division.
Negotiation of Contracts
Consultation at Board Level to initiate PSL Contracts and agreements


March 2001 to April 2001
Intuit Ltd. A global business software company.
Produced specification and cost analysis for a CTI and web enabled call centre.
ƒnProduced full hardware and software specification.
Designed Process and Procedure Package for technical help and sales desks together with wholesale and retail distribution of client products for pre and post opening of the UK call centre.



Dec 1999 to 31st January 2001.
7C Limited. Operations Manager.
A Large Call Centre outsourcing Operation
My operation handled
ƒnOut Bound and Inbound Sales and product registration
ƒnProducts support technical helpdesk
ƒnData recovery
Logistics/ƒnFulfillment
Project Management Team
ƒnConception and software implementation project
ƒnContinuing management and growth.
ƒnDesign and roll out of Contact Centre Processes and Procedures
ƒnLiaison for voice and network requirements both internal and external.
ƒnProvision, monitoring and achievement of SLA's
ƒnRecruitment of staff for both technical and sales departments
Design and Implementation of Sales targets and strategies
ƒnTraining and Development for sales consultants
ƒnAchievement of Sales Targets
ƒnDevelopment and implementation of disaster recovery

Oct 1998 ¡VDec1999
Call Centre Manager Destination Marketing International.
Based in Singapore, Prague and Kuwait.
A world wide Marketing and Sales Company, operating in the Guest Industry selling loyalty schemes B2B and B2C.
ƒnSetting up of Outbound B2b and B2c Call Centres from conception to completion
Development of Sales and Marketing Strategy from both internal and external database management
ƒnRecruitment training and developing of sales consultants.
ƒnConsultant personal skills development,
ƒnControl of administration support staff.
ƒnFinancial Management of multi million dollar operational budgets
ƒnProfitability of multi million dollar programs
ƒnClient-facing role requiring diplomacy and negotiation
ƒnBroke the company record for sales in the Asian market
ƒnAppointment as Management Trainer.


Oct 1994 - October 1998
BT PC Telemarketing. Telemarketing Manager.
Employed by British Telecom in their Bristol Call Centre. Starting on the phones I was quickly promoted up to Manager. Primary duties included quality remote and parallel monitoring, coaching and training of telephone advisers, who were both new and established.
Developed my Presentation Skills, Time Management and Coaching.

August 1987 - October 1994
Own Company. Retail Sales and Marketing Consultant.
After leaving Mecca I began work in this field of the leisure industry. Obtaining my own contracts, working with Television Marketing Companies such as Stylus, Telstar and Polygram arranging in-store sales promotion campaigns for both music and video formats. These campaigns were backed up by my Telesales team of 8, who were recruited trained and monitored by myself, for work on both inbound and outbound sales campaigns. Further contracts followed with major brewers Bass, involving the planning and execution of a sales and merchandising operation, including territory/route planning and administration for the launch of their new premium packaged beers. These activities were paid on a per event structure, plus a results based bonus for on target achievement.

July 1986 - July 1987 Mecca LTD, Cinderella Rockafellas. Assistant General Manager
December 1984 - July 1986 Trax Discotheque. General Manager
August 1981 - December 1984 The Derek James Organisation. Sales Executive

Education

The Corsham School, Wiltshire.
'O' Levels, English Maths, Physics and History.
The College, Swindon.
City and Guilds 706/1 & 706/2 cooking for the Catering Industry

Skills

Passed training courses in sales from TACK international and Attitude Training delivered by Speakers International specifically designed for sales and marketing.
Conversant with MS Office applications and business related software such as Windows NT and Network Applications for both thin and fat client. Including Citrix Server based models. Also worked Lucent Switching and associated ACD, IVR and CTI applications.

Other

Profile
A highly self motivated and experienced consultant with an excellent record of achievement in the Call and Contact Centre environment, including Call Centre Management, Recruitment and Retention, Training and Development, Process re-engineering and the optimisation of operations through people. An enthusiastic, confident and flexible individual with a wealth of experience built up over years of practical experience at all levels both inbound and outbound Call Centre Operations across many industry sectors, in the UK, Europe, Middle East and Asia.

 beschikbaar?