Customer Service Sales

Curriculum Vitae

Daniel John Jones

Address: Rosemary Cottage, Rose Green, Colchester Road, Chappel, Essex, CO6 2AD.

Tel: 079**-****** / 012**-******

Email: ******@*******.**.**

Personal Profile:

A professional senior sales manager with proven success across functional and department head role. An outstanding record of personal sales achievement. Recognised for ability to lead teams, initiate strategy and deliver targets by identifying process and structural improvement. Accomplished at managing teams through change whilst coaching individual talent. Highly capable with commitment and passion.

Key Strengths:

* Management: -Extensive experience of leading a team to work together in delivering profitable results through effective leadership, strong decision making, problem solving and planning skills with the ability to think strategically whilst maintaining a strong focus on detail.

* Sales Development and Customer Satisfaction: - A track record of growing existing client base and implementing and developing processes and staff to meet and exceed customer focused service levels.

* Communication: - First class verbal and written communication skills, a persuasive communicator with the ability to relate to a wide range of audience needs and values.

* IT Proficient: - A competent user of Microsoft Office software and an in-depth knowledge of a wide range of in-house systems.

Career History:

Customer Sales & Development Manager July 2010 – Present

Certas Energy/Butler Fuels - UK

Reporting to the Regional Business Manager for domestic and commercial oil sales (Eastern region UK) as part of the senior management team of Total Butler (Fuels) UK and active member of the Sales Management Team, the role has regional influence and direct management for the largest sales centre within it.

Regional Responsibilities:

* Making up of one third of the UK, the region in 2012/13 was budgeted to sell 133m litres with an operating profit of £3.2m; achieving an operating profit of £4.9m (£1.7m >BU).

* Strategic influence over sales by setting individual prices for the regions three sales centres, daily management & control of the regional order book to minimise price risk and capitalise on any sales opportunities within either the B2C or B2B channels, or online partnerships.

* Identify market trends and co-ordinate sales activity in line with budget to take advantage of pricing and logistical opportunities. Frequent monitoring of the Platts Market to capitalise on demand and increase margin through strategic pricing; minimising commercial risk.

* Drive all regional projects involving the central marketing team with a view to grow business within region through unconventional means.

Sales Centre Responsibilities:

* Daily Management of a team of ten sales agents and two commercial business representatives, with direct influence for domestic and commercial fuels sales from depots in Sudbury, Haverhill, Cambridge, Wymondham, Great Yarmouth, Bishops Stortford and Maldon.

* Motivate lead and develop the team for continuous improvement; in order to improve and maintain profitable business, whilst enhancing sales agent interaction and understanding of the business.

* Effective daily and weekly reviews of sales individuals by production of sales targets in line with the budget, delivery of KPIs; creation and analysis of management reports to record productivity and profitability; accurately monitoring activities and suggest corrective actions. This leads to reduced churn, maximises departmental opportunities in both volume and margin and encourages the cross functionality of all heads to improve efficiency and ROI.

* Frequent cross department contact to review impact made on; where we sell product, the quantities involved and the grades sold (involving Primary Supply, Logistics and Distribution).

* Participating and delivering in monthly Depot “Toolbox” meetings which predominantly focus on H&S issues - how individual sales cases affect these issues, and involvement in depot investigations and the process review of incidents.

* Reconciliation of escalated customer complaints through price and service negotiation and effective account management.

Team Manager Dec 2006 – July 2010

E-ON Energy

Reporting to the Head of Section, responsible for leading a team of 15 within the Contact Centre and ensuring achievement of overall customer service and business objectives. Initially joining the company as a Collections Operative and promoted to Team Manager in March 2008.

* Manage and motivate individuals within the team, agreeing objectives and measures to deliver excellent customer service.

* Improve processes to enable more efficient problem resolution and first time fix.

* Ensuring clear communications from, to and within the team.

* Supporting staff by sitting in, call listening and coaching – and, where appropriate, utilising resources to maximise capability.

* Identification of Value and Failure demand and to help eliminate waste.

* Training team members with new systems and processes by floor walking, identifying system issues and providing guidance.

* Encourage responsibility, ownership and support amongst staff both throughout and beyond the team.

* Set individual performance plans, coach staff, identify training needs and develop action plans to meet agreed objectives and monitor performance in accordance with the company guidelines.

* Manage staff attendance, sickness hearings, approval of overtime and holidays to ensure that business needs are met at all times.

* Health and Safety compliance preparation.

Temporary Customer Service Agent, Pursuit Recruitment. August 2006 – December 2006

Carer, Provided support to my terminally ill Father. May 06 – August 2006

New Business Consultant, Imago Digital. November 2005 – May 2006

Temporary Customer Service Agent, DJS Recruitment. September 2005 – November 2005

Client Manager, AON Risks. January 2005 – August 2005

Customer Service Administrator, Countryside Properties. February 2004 – November 2004

Team Leader April 2001 – January 2004

Allclear Travel & Household Insurance (BAS)

Leading a team of anything between 10 and 40 staff for this Travel Insurance provider, responsible for the provision of high levels of customer service and using my own initiative to ensure my team worked efficiently.

* Dealing with escalated complaints whilst providing customer service to my own base of clients.

* Highlighting any training issues and communicating them to higher levels of management within the company.

Interests:

Photography, Eight Ball Pool, Cookery

Qualifications & Training:

* NVQ 2 Business Administration – Basildon ITEC, 1998-2000.

* 8 x GCSE’s – English, Maths, Science, Business, Graphics, History, Spanish and RE.

References:

Available upon request

Contact this candidate