Drew Kelly's Email Addresses & Phone Numbers

📖 Summary

A highly motivated and confident individual with over 10 years’ experience of customer service and sales within a variety of roles. An excellent communicator who is highly organised with demonstrable leadership qualities gained through working experience.Sales Development Specialist @ From December 2015 to Present (1 month) Kraków Area, PolandBusiness Development Specialist @ •Execute sales strategies using all tools available to efficiently manage and grow business in a defined B2B account base • Developing and extending existing customer relationships via telephone and email • Successful partnering with key internal functions like Marketing, Finance and Technical Support to deliver on the customer promise • Reach quarterly set sales targets. From November 2014 to October 2015 (1 year) Kraków Area, PolandTeam Leader- easyJet Customer Service @ Reporting to the Operations Manager, this role involved managing a team of 20 advisors handling customer service support for eayJet's English speaking customers. Main duties also included; •Responsibility for KPI and attendance performance for 20 advisors •Ensuring strict adherence to schedule, maximisation of advisor productivity and hourly targets •Accountable for the result of the team, and to take corrective action as appropriate •responsible for Quality feedback and coaching •Resolving escalated issues in an efficient and timely manner •Customer champion – ability to demonstrate strong customer service skills, leading by example From August 2013 to April 2014 (9 months) Kraków Area, PolandTeam Manager -TravelClick @ Reporting to the Site Director, this role assisted the site director in managing 4 foreign language teams each using multiple programs to assist individual clients of TravelClick •Responsible for Producing manual rostering to comply with client KPI/SLA agreements •Implement new performance monitoring, to ensure the best visibility of project performance was available to both client and site director •Hourly monitoring of work load of both email and voice, to ensure client satisfaction in terms of SLA’s and Measuring the productivity of agents and the project, ensuring that any drops in performance were addressed •Monitoring individual staff attendance, setting individual performance objectives and providing constructive performance feedback for each individual and team •Ensuring all administrative records are completed accurately and updated on a daily basis in line with Polish working laws •Inspired each and every team member to perform and produce their best using motivation/ incentives, whilst building a trusting working relationship From October 2012 to March 2013 (6 months) Kraków Area, PolandOperational Supervisor- DeVere Hotel Group @ Reporting to the Client Delivery Manager, this role assisted the Operations Manager in supporting 6 Team Leaders across 4 Brands for the DeVere Group. Team size in total was 120FTE. Main duties included: •Team scheduling in line with client forecasting. Monitoring staff attendance / performance levels, Monitoring the real-time staffing levels ensuring adequate coverage was available for each brand •Preparation/ Annotation of relevant reports and documents for senior managers and clients, liaising with the Business Information team to improve insight for the CDM and Client •Ensuring all administrative records are completed accurately. Working with the client to act on feedback and improve performance, and to effectively communicate the client objectives From July 2011 to September 2012 (1 year 3 months) Portsmouth, United KingdomTeam Manager- Travelodge Hotels @ Reporting to the Operations Manager, this role involved managing a team of 20 advisors handling reservations and Customer service support for Travelodge UK. Project size in total was 150FTE. Main duties included: •Responsibility for KPI and attendance performance for 20 advisors •Working with the Project Coaches – responsible for developing Quality feedback and coaching to achieve sales targets in line with client expectations and definitions of success •Accountable for the result of the team, and to take corrective action as appropriate •Production of individual development plans for all advisors, weekly/monthly 1-2-1’s and PDR’s Sales champion – ability to demonstrate strong sales skills •Client Liaison – worked alongside client to report customer base feedback to the wider business From March 2008 to May 2011 (3 years 3 months) Portsmouth, United KingdomSwitch Manager/WFM-Travelodge Hotels @ Reporting to the Operations Manager, this role involved real-time management of a team of 150 advisors. Whilst in this role I started to complete the Management Aspiration Programme in order to progress to Team Manager. •Producing manual rostering schedules in line with client forecast •Managing adherence to schedule and productivity of agents •Monitoring the real-time interface including skill set and pilot information •Real-time hourly reporting responsibility including sales performance •Being the first point of contact for the client in terms of call volumes and performance variances From February 2007 to March 2008 (1 year 2 months) Portsmouth, United KingdomCustomer Service Agent @ Customer Service Sales agent for the Travelodge reservations team. •Identifying the customer's needs. •Offered customers alternatives and up-selling, exceeding sales targets on a monthly basis. •Building strong relationships with corporate customers •Handling difficult and aggressive customers in a professional manner. From September 2006 to March 2008 (1 year 7 months) Portsmouth, United Kingdominformation communication technology, A Grade @ South Downs College Portsmouth From 2001 to 2003 High School, GCSE In English, Maths, Silence, Business Studies, Physical Eduction and Information technology, A Grade @ Mayfield secondary school Portsmouth From 1996 to 2001 Drew Kelly is skilled in: Team Management, Leadership, Coaching, Training, Research, Sales, Customer Service, Customer Satisfaction, Business Development, B2B, Microsoft Office, CRM, Management, Microsoft Excel, Analysis, Business Analysis, Forecasting, Communication