Conal Burns

• Strategic planning and execution - of all areas from sales, recruitment, customer service, project management and implementation as well as after care.

• P&L Management + Forecasting - Took control of the full profit and loss of company and ensured commercially aware at all times to ensure effective delivery against budgets and targets.

• Leadership + Business Development - Took the lead in all areas to ensure effective and adoptive coaching methods to enable staff to carry out roles effectively and efficiently. Took ownership and lead role in closing of sales and ensuring effective sales strategies and processes in place.

• Kept up to date with market trends and analysis to assist with increased conversions and revenue as well as ensuring customer needs were met and beyond.

• Promoted a culture of continuous improvement, driving operational excellence.

• Responsible for all relationships with suppliers from initial contact through to negotiating commercials and successful onboarding.

• Directed complex projects through to successful completion.

Summary:

Started business in September 2023 with an idea turned vision and small budget. Grew from just myself to at our peak 8 staff and brought on and serviced circa 150 customers direct and serviced around 500 BT customer renewals / new business with a re-seller contract we had in place. Company now in process of closure due to competitive nature of industry in NI and challenges of costs and staff vs current turnover along with challenges outside of our control to expand in to ROI market where we invested and identified the most growth potential due to losing our access to finance lenders to offer customers after criteria for doing so was changed which was significantly damaging for the company.

• Responsible for delivering £100k+ revenue from existing customer base on a monthly basis via contract renewals, cross-sell and up-sell opportunities.
• Maximising profitability of existing accounts and protecting margin through a consultative approach to understand customer needs and providing solutions and value add services.
• Contract negotiations as well as taking the lead in commercial negotiations with suppliers/vendors.
• Delivered high levels of customer service and satisfaction with existing customer base through various methods.
• Recruitment, Training, Coaching and development of team members.
• Retained existing customer accounts through consistent engagement and sales data analysis.
• Be the escalation point for difficult and complex customer queries / issues to provide satisfactory solutions to ensure customer satisfaction.
• Work closely with operations and other departments to ensure customer orders and or cases are being managed efficiently and effectively.

• Delivered high levels of client satisfaction through continuous engagement and support.
• My role was constant engagement and support via on site visits, virtual and on-site training, monthly reviews, QBR's and QTR's with the largest Key Account within the business.
• Delivery of revenue and KPI targets through a consultative approach and understanding of clients needs to provide timely and suitable resolutions and recommendations.
• Involved in commercial decisions to deliver client results and satisfaction in line with my companies business objectives.
• Communication and training up to and including director level.
• Upsold and cross-sold complementary products to help boost revenue.

• Self -generate leads via company CRM as well as knowledge of field and use of existing customer relationships.
• Establish customer needs through effective questioning and present solutions/benefits in a professional manner.
• Working towards and meeting weekly/monthly sales targets as well as other KPI’s in line with business objectives.
• Comfortable in negotiating and selling finance agreements as well as on-going monthly costs.
• Manage sales process including deal profitability and pricing in line with commercial objectives.
• Deal with any customer queries/issues in a professional manner and providing resolutions/solutions in a timely manner to ensure customer satisfaction.

• Self -generate leads via company CRM as well as knowledge of field and use of existing customer relationships.
• Establish customer needs through effective questioning and present solutions/benefits in a professional manner.
• Working towards and meeting weekly/monthly sales targets as well as other KPI’s in line with business objectives.
• Comfortable in negotiating and selling finance agreements as well as on-going monthly costs.
• Manage sales process including deal profitability and pricing in line with commercial objectives.
• Deal with any customer queries/issues in a professional manner and providing resolutions/solutions in a timely manner to ensure customer satisfaction.
• Designed strategy to win new business and maximise selling opportunities among existing clients, achieving lucrative results.

• Meet and exceed set targets and KPI’s in line with business objectives – Volume Units and finance income.
• Ensure every customer receives first class customer service and experience from point of contact through to after - sale.
• Demonstrate all cars and features effectively across the entire BMW range so that customers receive all the relevant and USP information.
• Negotiation of all deals focusing on product benefits and matching customer needs to maintain value in the brand and maximise profit within the deal.

• Responsible for team of contact centre advisors including performance and attendance monitoring.
• Supervise the teams in their daily operations, monitoring, planning and reviewing the levels of work and performance, ensuring delivery against SLA.
• Identify performance related issues and develop action plans for corrective outcome from coaching and support through to dismissal.
• Campaign set up – Played a key role in the training off staff for an existing operation that was re-locating in the UK. Training and recruitment of all staff during various recruitment campaigns.
• Creating and working towards delivery of monthly and quarterly sales targets and KPI’s for On and Off Trade accounts.
• Take responsibility for the resolution of more complex customer enquiries, providing a resolution in line with current procedures and using own initiative to ensure best outcomes.
• Daily analytical/trend analysis across key areas to maximise efficiency/productivity and performance (Excel, CRM + Call management Systems)
• Structured weekly/monthly plans based on current trends and performance that are monitored daily.

• Responsible for team of contact centre advisors (circa 15) including performance and attendance monitoring.
• Supervise the teams in their daily operations, monitoring, planning and reviewing the levels of work and performance, ensuring delivery against SLA.
• Identify performance related issues and develop action plans for corrective outcome from coaching and support through to dismissal.
• Working closely with and presenting to clients and senior management.
• Succession planning
• Analytical/trend analysis across key areas to maximise efficiency/productivity and performance.
• Investigations/Disciplinaries
• Recruitment and training – Experience in recruitment of staff (CBI’s + Role Plays) as well as then delivering training programmes to ensure staff are skilled and have the knowledge to start within the agreed time-frame.
• Campaign Set – Up – Recruitment + Training of staff for new and existing campaigns then managing those teams to deliver the required results within agreed time-frames.
• Experience in managing contact centre operations with around 75 FTE – Gained experience in delivering operationally across numerous campaigns. This gave me exposure to manage and understand the impacts on profit and loss, through delivery against KPI’s, attendance and retention of staff.