Sam McNally


1 Kirkley Drive ·Ponteland · Newcastle upon Tyne · 01661 825 066 (Home) · 07970 898 737 (Mobile) · 07669 052 860 (Pager) · E-mail Sam.McNally@mattmc.globalnet.co.uk  Homepage http://welcome.to/Sam_McNally

Background

Born 22nd April 1976, in Liverpool UK. Full, UK driving licence held with own transport. An intelligent, dynamic and highly motivated individual, with over two years Life Assurance/Accounts experience, and over 2 year’s experience in all Telecommunications/Call Centre operational functionality’s.

My aim is to secure a responsible, challenging position where previous management experience, drive and enthusiasm will have valuable application. To work for a company that will offer the opportunity of growth based on performance.I am willing to relocate anywhere in the UK possibly abroad for the right position.

Employment History

Bt, Newcastle Call Centre, PSG 1 Sales Manager; 06/98 - Present

Sales Manager secondment gained through the Call Centre Managers recognition of my experience, drive and commitment to the company.

Directly responsible for the performance of a dedicated sales team of 15 part time advisors. Working in a highly motivated, world class Call Centre. Meeting and exceeding weekly sales targets in a competitive sales environment showing excellent customer care, by being an active listener and being able to communicate at all levels.

Solely responsible for the personal development/training of individual advisors as well as the team. Leading and motivating the team with both written and oral presentations, showing excellent interpersonal and communication skills.

Completing 1:1’s monthly with advisors, tracking their own personal objectives as well as any performance issues. Addressing any issues with advisors daily through coaching and development forms completed weekly using a wide variety of remote and parallel monitoring techniques.

Completing daily tasks with the use of excellent keyboard skills, such as time sheets and daily performance statistics. Analysing site targets and forecasting individual advisor and team targets weekly and quarterly.

Solely responsible for the creation and maintenance of Team/Centre Target Tracker (written using MS Excel) spreadsheets linked through the intranet directly with National Operations Team in Bristol, to provide the centre with an up to date, accurate way of tracking teams and the centres performance towards business targets. Thus enabling the centre to meet the Telemarketing Channel requirements.

Performance and Quality were my foremost goals in my career and with over 150% of business transactions in the last 2 campaigns and 0 customer complaints proved the best performance in the Newcastle site and possibly within the Telemarketing Channel.

Bt, Newcastle Call Centre, PSG AE (Team Leader); 10/97 - 06/98

Working as a Senior Advisor (team leader) in a highly motivated, world class call centre.

The position included a variety of PC based tasks, mentioned in the previous page. Coaching and supervising and a team with both written and oral presentations.

In this time I proved to an outstanding asset to the centre. For which I was rewarded twofold, firstly a Business Excellence award in Q4 for commitment to the centre and then again in March I was awarded a Full Time Bt contract for, commitment, enthusiasm and achievement beyond expectation.

I along with a fellow team leader was responsible for the planning, preparation and delivery of a 2 week development bay course for the centres sub standard advisors. During this time I spent a lot of time working on a one 2 one basis with advisors who were experiencing difficulty in their roles. At the end of the course all 18 advisors had shown between a 240 to 530% improvement in performance and everyone was grateful for the tremendous boost in confidence they felt we had given them.

Bt, Warrington Call Centre, PSG A (Sales Advisor/Team Leader); 01/97 - 10/97

To Liase with existing and prospective customers providing them with up-to date information on Bt’s products and services. Maximising sales of Bt discount schemes and select services, whilst ensuring integrity and professionalism at all times. Participation in team and centre events. Working in a highly motivated sales environment. Occasionally supervising and coaching a team with both written and oral presentations, showing good interpersonal skills. I was also involved in organising team incentives and recognition awards. Meeting and exceeding weekly sales targets in a competitive sales environment showing customer care and performing to Worlds Best Practices.

Bt, Liverpool Customer Service Centre (Communications Officer);11/96 - 01/97

Responsible for the computer system that was used to monitor all the C.S.A.’s (up-to 180). Monitoring call times & codes for each call. Allocating shift patterns and overtime liasing with the Line Managers for availability of staff. Logging all discrepancies both manually and electronically. I also inputted the daily workfile for all 180 advisors, which involved inputting start, break and finish times, this was a daily job and all work had strict deadlines. I also liased with Central Resource in Glasgow on a daily basis.

Seldons Bingo & Social Club, Assistant Manager; 03/96 - 11/96

Responsible for the day-to-day running of a busy city centre bingo club and arcade.

Opening and closing the club, cashing up the daily takings (2 per day), working out prize moneys, customer service, handling complaints, staff training.

I was also responsible for the creation of a client database. This involved the assessment of both hardware and software required and costs. The creation and population of the database (written in Microsoft Works).

Also implemented a plastic swipe card door entry/membership cards. The creation of various business stationary, business cards, Stamp cards, letterheads and promotional leaflets

Royal Liver Assurance Ltd, Premium Accounting Clerk; 03/94 - 06/96

Various clerical and administration roles which was a result of a 2 week work placement I completed at 15, through my school (to aid in the testing of a new computer system (CLOAS) for the administration of Unit-Linked Life, Unit-Linked Pension and With Profits Pensions policies. (Work Placement)

Ensuring the correct allocation of premiums paid by SO and DD to clients policies (over 2 million pounds) every month. Manual input of payments to CLOAS the mainframe policy administration system. Setting up new DD & SO arrangements on client’s behalf.

Skills

Sales Manager

Responsible for the detailed analysis of Channel requirements and preparation of a Senior Call Centre Managers performance target tracker.

Using a variety of soft buttons and a very user-friendly front end. Senior Call Centre Managers where able to track their target achievement. Safe in the knowledge that due to an Intranet link with the National team in Bristol they were working towards the most up to date version of Business Targets.

PC Literacy

Fully conversant with the use of personal computers, in both DOS, and Windows (3.1 / 95 / NT 4.0) environments, as a stand-alone machine or over a corporate network.

Also fully conversant with use of Internet / Intranet browsers, e-mail and news groups. Reasonably familiar with the concepts and use of HTML

Very experienced in using most popular word processing (WordPerfect and Microsoft Word), spreadsheet (Lotus 1-2-3, and Excel) packages.

Vaguely familiar in the use of Microsoft Project for the planning, monitoring and costing project progress.

Reasonably experienced in Microsoft Access, and responsible for the development of a Microsoft Access databases, used for importing tactical data for calculation, printing and qualifying of salesperson Kpi’s towards Worlds Best Practice benchmarks.

Using Oracle daily to record advisors attendance and weekly pay including holiday and sick pay were applicable.

Very experienced in using PC in the following circumstances;

  • As a word processor for the documenting of business requirements, planning and scripting of test plans, documenting of test results, the creation of training plans and the creation of procedure manuals for use by the end users of applications tested.
  • As a spreadsheet for the calculation of anticipated results for tests involving calculations, and for the planning and reporting of costs.
  • Creation of databases to perform various tasks.

    • Training

    Responsible for the planning, documenting and delivery of training of new entrants used for telesales, compliant with hard disclosure regulations, Data Protection, and Consumer Credit Acts.

    Experienced in of the following training methodologies;

  • One to one training with individual advisors

    • This methodology involves excellent interpersonal skills, to ensure that even the most reticent or reluctant delegate receives the full benefit of the training.
  • Formal presentation to groups of end users ranging from two to sixteen users.

    • This methodology requires not only excellent communication skills but also multi-tasking abilities to be able to keep track of individual delegates’ progress.

    Education

    Educated to ‘O’ Level standard at Alsop School in Walton, Liverpool, with ‘O’ level passes in Mathematics, English (language and literature), French, History, Geography & Oral Communication.

    City & Guilds qualifications in over 10 vocational areas ranging from, Providing Business Services to Communication & Social Skills.

    Hobbies

    An avid follower of the Motor Vehicle Industry.

    Also greatly interested in all things technical, ranging from car stereos through mobile phone networks to break throughs in new hospital equipment.

    References

    At Royal Liver Assurance Limited, Liver Buildings, Pier Head, Liverpool (tel. number 0151 236 1451);

    Mr Rob Rogers, Compliance Officer (extension 2301, mobile 0831 778452)

    Mrs Maureen Roberts, Model Office Manager (extension 2311)

    At Bt, Newcastle Call Centre, Gosforth Business Park, Salters Lane, Gosforth, Newcastle, NE12 8ET (tel. Number 01324 45 8000)

    Mrs Tracy Webb, Human Resource Manager (Tracy.Webb@Bt.com

    At amjec ltd, 12 Parkhurst Rd., Prenton, Merseyside, L42 9LA

    Matthew McNally, Business Analyst, (Mattmc@Globalnet.co.uk)

    Personal;

    Mrs Elizabeth Fitzgerald, Collections and Quality Control Manager (extension 2344)

    Mr Russell McCormack, The Old Barn, Crook, County Durham

    Miss Mary Bower, 12 Parkhurst Road, Prenton, Merseyside, L42 9LA