Open To Work
Andrew Thomas
Shelburne,NS
Work Preference
Summary
Passionate, collaborative management approach; decisive, action-driven and results focused. A highly successful background in the achievement of profitable business growth, and employee engagement. Extensive experience working with contact centers, field sales, and project management; consistently delivering and exceeding business objectives. A seasoned negotiator, motivating, building trust, and earning respect among peers and clients. Confident, analytical, with a proven management competency skill set in sales coaching, mentoring, leadership, and marketing. Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in the development of successful sales and customer support teams.
Overview
26
26
years of professional experience
Work History
Director of Operations
GEC - Liverpool NS
10.2022 - 07.2024
- BPO Call Center Management – Customer Support and Sales
- Mentoring and Leadership of up to 6 Team Leaders and 120 Agents
- Managing the Customer Experience of Multiple Skill Sets for Two Major Clients
- Supported the Full Implementation of PCIE Certification
- Competent in Workforce Scheduling, Reporting, and Forecasting
- Strong Ability to Build and Maintain Relationships with Clients, Partners, and Vendors
- Accountable for the Delivery of Client SOWs
- Delivering Regular Business Reviews; Demonstrating Excellent Presentation Skills
- Increased NPS Scores 40% in Q2 of Employment
- Full Performance Management and Coaching Structure Implemented, Driving Exceptional Customer Experience
- All KPIs and Business Goals Achieved, First Year in Post.
National Sales Manager
Acorn Stairlifts Canada Inc
06.2012 - 01.2022
- Dedicated to Leading the Expansion, Recruitment and Development of 3 Contact Centers in Canada
- Passionately Coached & Mentored 4 Regional Managers, Developing Territories in all 10 Provinces, Managing 50 Inside and Outside Sales Reps
- Successfully Managed Profitable Marketing Campaigns for TV, Print and Digital platforms, including the Design and Purchasing of Promotional Print and Sales Support Material
- Forecasting, Budgeting, and Writing Performance Commentary to the 'Board'
- Competent in the Full Restructure of a Sales Operation, Building Confidence, Unity, Trust, and Growth
- Increased Productivity - 250%, Onsite Conversion -150%, and Appointment Conversions – 200%
- Developed Retail Sales by 300%, delivering approximately $30 million in Sales for Fiscal 2021, Record Year
- Transforming Sales Metrics through Championing a Coaching & Mentoring Culture
- Established Innovative Solutions with Limited Resources
- Experienced in Downsizing and Rebuilding Teams during the Global Pandemic
- Responsible for High Level Complaint Resolution
- Down to Earth, Professional ‘Hands on', ‘Door Always Open' approach, Supporting the Operation
- Hosting daily 'Zoom' and 'Skype' Management Meetings, 1-2-1's, and Performance Reviews with Regional Managers
- Regularly Supporting the field, attending Regional Team Meetings in all 3 Sales offices in Canada
- Researched and Networked with Third Party Stake Holders through Government processes to Trade in Quebec
- Achieving $5 million in Regional Sales per year, during initial implementation
- Managed National B2B 'Partner' Lead Generation Program
- Passion for Consultative Selling, Leading by Example.
Service Delivery Manager / Sales Team Manager / Sales Executive
British Gas (Centrica)
02.1998 - 03.2012
- Service Delivery Manager: Lead, Coached and Mentored 9 Unionized Team Leaders, Managing over 100 agents
- Increased Productivity by 25% and Sales by 250%
- Skilled in Writing Job Descriptions, Role Plays, Hiring
- Recruited 150 Employees
- Experienced in the Design of Value-Based Propositions into the Operation; Budgeting, Forecasting, to Maximize Retention and Profitable Commitments
- Managed Commission Budgets, Designed and implemented New Commission Structure - 20% initial uplift in Sales
- Competent in the Analysis and Developing Processes in Complaint Management in-line with Regulatory Compliance
- Reduced Complaints by 22%
- Increased Customer Satisfaction Survey Scores by 15%, improved Participation by 20%, increasing Sales by 80%
- Experienced in Working with Offshore Stakeholders
- Initiated and Facilitated the Migration of Two Offshore Processes
- Chaired Employee Engagement Forums, Managing and Reviewing Actions
- Organized Events and Incentives
- Record 80% Employee Engagement score in 2010
- Two Years experience in Writing Outbound Call Guides, Dialer Scripts, and Campaign Scripting for Products and Services
- Nine Years Writing Industry Compliant Product Scripting
- Key Stakeholder in Merging Two National Customer Divisions; aligning Processes, Procedures and Compliance Criteria
- Developed Outbound Campaigns based on Customer Profiling - 18% increase in Retention Sales, Customer Direct Debit Campaign - 30% conversion
- Researched and Developed Outbound Retention Campaign Strategies
- Improved 'Churn' by 10% in first year
- Sales Team Manager: Researched and implemented a Collection Process to an Outbound Retention unit - Debt reduction of £3.5 million in year one
- Reputation of obtaining Results from Underperforming Teams; Reinventing Working Cultures, Inspiring Employees to achieve Individual and Business Objectives
- Abreast with Competitor Activity - Influential in the creation of a 'Competitor Tool' to be used by the front line - UK Roll Out 2009
- Eight Years Leading and Coaching Inbound / Outbound Residential and B2B Sales Teams of up to 27 people - Delivered £4 million in Sales per annum
- Nominated Manager of the Year 2007/2008
- Experienced in demonstrating Disciplinary and Absence policies, Leading Conduct, Sickness, Probationary and Appeal Hearings
- Trainer: Training - Two year's recruit Classroom & Academy Training
- Sales Executive: Inbound and Outbound Sales - Two Years.
Education
Bachelor's Degree - Business Studies
University of Glamorgan
Wales, UK06.1995
Skills
- Field Sales Management
- Business Development
- Consultative Negotiation
- Performance Management
- Account Management
- Contact Center Management
- Training & Development
- Marketing
- Data Analysis
- Leadership and Engagement
- Coaching and Mentoring
- Forecasting and Budgeting
- Recruitment
- Cold Calling
- B2B Sales
- Project Management
- Process Improvement
- Presentation Skills
- Relationship Management
- Change Management
- Operational Management
- Adaptable
- Resilient
- Results Driven
- Complaint Resolution
- Accountable
- Trustworthy
- Passionate and Dedicated
- Strong Commercial Acumen
- Strategic Planning
- Operations Management
- Team Leadership
- Teamwork and Collaboration
- Payroll Administration and Timekeeping
- Delegation
- Schedule Management
- P&L Management
- Customer Retention
- Data Management
- Employee Motivation
- Proficient in Hardware and Software
- Relationship Building
- Performance Improvements
- Hiring and Onboarding
- Customer Relations
- Employee Relations
- Customer Service Management
Languages
English
Native or Bilingual
Timeline
Director of Operations
GEC - Liverpool NS
10.2022 - 07.2024
National Sales Manager
Acorn Stairlifts Canada Inc
06.2012 - 01.2022
Service Delivery Manager / Sales Team Manager / Sales Executive
British Gas (Centrica)
02.1998 - 03.2012
Bachelor's Degree - Business Studies
University of Glamorgan
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