Harry Simmons
Team Manager
Dunstable,Bedfordshire
Summary
Motivated Manager with excellent business acumen and broad experience in the management and development of a successful team. Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Senior Sales Negotiator
Connells Group, Regis
Houghton Regis, Central Bedfordshire
02.2022 - Current
- Act as a ‘front-line' of communication for customers interacting with the estate agency brands within the Connells Group.
- Aim to deliver excellent customer service at all times by carefully listening to all customers requirements, maintaining accurate records of all communications and ensuring all necessary follow-up action is taken at the earliest opportunity.
- Liaising with local branches across the country to develop new business opportunities - Book market appraisals, mortgage appointments and follow-up appointments for our estate agency branches.
- Deliver exceptional performance results at all times by aiming to exceed your key performance indicators (KPI's) at every opportunity.
- Motivate the team, run incentives to drive high performance
- Assist with training and skill gaps to upskill all new and current team members.
- Maintained close and regular contact with assigned clients to nurture long-term relationships.
Account Manager
PHD Arjo UK LTD, Regis
Houghton Regis, Central Bedfordshire
07.2021 - 02.2022
- Delivery of profitable sales within the designated sector with patient handling products.
- Management of personal efficiency and effectiveness to achieve world class KPI'S and quality standards and deliver sustainable sales & market share growth.
- Maximise efficiency and productivity, particularly to optimise customer-facing activities within the designated territory.
- Monitor and report on personal, customer, market and competitor activities and provide relevant forecasts, reports and information as required directly or within a CRM system.
UK Tenders Coordinator
Arjo uk ltd
Dunstable, Bedfordshire
01.2021 - 07.2021
- Produce professional proposal content that clearly articulates the organisation value proposition
- Introduction and implementation of all necessary proposal procedures and processes, whilst taking ownership of the end to end tender process.
- Identify tender opportunities via appropriate media such as tender portals.
- To manage the bid qualification (bid/ no bid) process for new opportunities (maintain database to evidence visibility from an audit trail / opportunities.)
- Delivery of compliant, professionally produced proposals within customer defined timeframes.
- Ownership of the written proposal - both in terms of content and presentation.
Customer Care Team Manager
ASOS
Watford, Hertfordshire
02.2020 - 09.2020
- Managed, motivated and developed a team of 12 to consistently deliver exceptional customer service.
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
- Instilled dedication to brand values across assigned teams, maintaining constant high-quality professional service.
- Developed and implemented strategic company objectives, measuring progress against KPIs to ensure return on investment.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Inspired outstanding operational performance, leading by example by managing priorities and demonstrating expertise.
- Communicates clearly and concisely and is actively engaging within my team as well as with wider teams
- Identifying opportunities to support and improve performance through improvement or development plans.
- Understanding and use of all performance information, including productivity, quality, CSAT and adherence reports to monitor performance both historic and in real time; using this information to identify development opportunities and set actions to help improve the customer experience
- Carrying out ER meetings in alignment with documented people processes.
- Conducting and effectively documenting all monthly and annual performance reviews with my team.
- Acting as an escalation point for your team on unresolved customer issues.
- Identifying opportunities to support improvement through 1 to1's and time-bound development plans.
- Work with my Operations Manager and relevant stakeholders to resolve / escalate any issues.
Senior Customer Care Advisor
ASOS.com
Watford, Hertfordshire
11.2019 - 02.2020
- As well as my previous duties I will be coaching advisors and feeding back their KPIs to help them achieve greater and deliver that exceptional service for our customers
- In absence of the team leader I will be stepping up to go to the huddles and team meetings to make sure
- I have all the information to pass down to the team to give them the tools to smash their role.
Customer Service Advisor
ASOS.com
Watford, Hertfordshire
07.2016 - 02.2020
- Social Media, Live Chat and Email
- Customer care Leavesden is the first point of contact for ASOS customers when they have account/order related issues or want to discuss our products
- We are responsible for handling all these contacts from around the globe and ensuring we answer them with speed and deliver an exceptional service each and every time creating advocates of ASOS
- I ensure customers queries are answered with the aim of a first time resolution
- Making sure that queries are responded to within our agreed SLA and that the best customer experience is given to all customers whilst doing the right thing by the customer and ASOS
- We work to achieve KPI's whilst maintaining excellent quality
- I handle customers across different platforms, including Social Media, Email and Live Chat
- As part of my team I support the training team with new advisors, ensuring they follow the correct procedures
- I ensure that all new members of the team work to the highest levels and are supported until fully trained.
Education
Bachelor of Arts - Music
Music University of Westminster
09.2016 - 05.2017
A-Levels - Music Technology
Barnfield College
Luton 06.2013 - 06.2015
GCSEs -
Manshead Upper School
Dunstable, Central Bedfordshire 09.2010 - 06.2013
Skills
- Enquiry management
- Generating and qualifying leads
- Customer service
- Proficient multitasker
- Coaching and mentoring
- Team leadership
- Microsoft adept
- Exceptional communicator
- Training and development expertise
- SMART goal setting
- Customer rapport
- Performance development planning
- Strategic problem-solving
- Coaching leadership
Certification
- Driving License - 6 Years
Languages
English
Native
Timeline
Senior Sales Negotiator
Connells Group, Regis
02.2022 - Current
Account Manager
PHD Arjo UK LTD, Regis
07.2021 - 02.2022
UK Tenders Coordinator
Arjo uk ltd
01.2021 - 07.2021
Customer Care Team Manager
ASOS
02.2020 - 09.2020
Senior Customer Care Advisor
ASOS.com
11.2019 - 02.2020
Bachelor of Arts - Music
Music University of Westminster
09.2016 - 05.2017
Customer Service Advisor
ASOS.com
07.2016 - 02.2020
A-Levels - Music Technology
Barnfield College
06.2013 - 06.2015
GCSEs -
Manshead Upper School
09.2010 - 06.2013
- Driving License - 6 Years
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