Fulfillment Manager- Compliance
Totterdell Communications
• Member of the Senior Management Team, contributing and taking shared responsibility for company objectives and cost cutting;
• Manage and drive the SME Fulfillment Team, while meeting deadlines and exceeding expectations with the O2 Business Development Team, and O2 Account Management;
• Managing relationships with O2 Commercial Managers to help grow our Fulfillment business;
• Produce weekly reporting on all aspects of Fulfillment, relaying this information to the management team with continuous scrutiny on how we can improve;
• Collaborate with the Managing Director to win Corporate Fulfillment and foster team growth;
• Work closely with the Management Team to implement voice contracting and win the exclusive business within O2 on voice contracting for SME;
• Responsible for producing extensive month end reporting, presenting month end results to company directors;
• Lead as the training coordinator, driving and planning training across the company;
• Responsible for the quality of paperwork throughout the business, and adhering to standard operating procedures company-wide;
• Drive O2 escalated queries for both the Sales Team and the Fulfillment Team;
• Work very closely with the Director of Operations to lead quality assurance efforts company-wide.
• Part of the Senior Management that won a big tender with O2 as their Nationwide SME handset provider.

Sales and Customer Care Manager
Totterdell Communications
• Led and managed a sales team of 8 people;
• Consistently exceeded personal and team revenue and sales targets;
• Performed appraisals and training courses/seminars for new and existing team members;
• Responsible for producing extensive month end reporting;
• Set weekly and monthly team targets, measured results and focused on areas of concern to ensure targets were achieved;
• Led training and coaching of new and existing team members;
• Played an integral part of the Sales and Marketing strategies; worked closely with the marketing team on monthly campaigns;
• Involved in the selection and interviewing process for hiring all account managers;
• Managed relationship with the Commercial Team in O2, Nokia Ireland and Sony Ericsson;
• Active member of the Sales Institute of Ireland;
• Led continuous product training to up-skill my team.

Account Manager
O2 Ireland
• Responsible for maintaining relationships and retention of a 420 SME account base;
• Retained and fostered customer relationships both proactively and reactively, pre-empting customer needs and up-selling added-value services;
• Met and exceeded revenue and acquisition targets, while striving to ensure continuous growth in these areas;
• Led responses on account queries and action plans.

Senior Customer Relations
O2 Ireland
• Senior point of contact for Customer Relations department;
• Produced weekly reports enabling the department to budget retention costs for all customers;
• Reported on calls for monthly adherence to procedure for all teams leaders;
• Built and ran new campaigns as per specifications on our dialer;
• Liaison with management and departments for all team issues.

Customer Care/Customer Relations
O2 Ireland
• Retained customers proactively using an outbound dialer and reactively on a call queue;
• Performed to personal targets and department targets;
• Strong sales ability to obtain retention results, while developing my knowledge and exceeding targets;
• Performed general customer care, troubleshooting, resolving customer queries.