Jean-Paul Potter

Boosted online sales from £9.5K to £23K in three months.

Directed cross-functional projects to enhance sales and customer service operations.

Oversaw operations of nine staff across Sales, Customer Service, and Operations.

Applied project management principles to streamline processes.

• Managed budgeting, reporting, and strategic planning activities effectively.

Processed payments and addressed client queries through calls, post, and emails.

Resolved 95% of complaints within 24 hours, reducing resolution time by 50%.

Acquired and updated client and payment details in centralised system.

Managed Trustpilot reviews to enhance online reputation.

Achieved upsell conversion rate of 35%, exceeding target of 18%.

• Facilitated sales training sessions for improved team performance.
• Recognised as top sales/customer service individual for three consecutive months.
• Conducted market research for better understanding of industry trends.
• Generated leads to increase potential business opportunities.
• Yielded higher sales revenue through upselling techniques.
• Nurtured leads into successful conversions, boosting overall sales figures.
• Managed key accounts resulting in increased profitability
• Assisted customers through entire sales process to ensure satisfaction.
• Dealt with customer queries effectively, maintaining high quality service standards.

Hired and trained cross-functional team of nine customer service experts, including complaints handler and payments supervisor.

Oversaw KPI performance and prepared management information reports by monitoring multiple databases.

Managed over 19,000 customer accounts with annual turnover of £1.3 million.

Assessed staff performance and provided targeted coaching to achieve individual and shared goals.

Devised and implemented sales strategies to enhance business profitability through pipeline development.

Resolved 90% of complaints within 72 hours, setting new operational milestone.

• Reduced training timeframe from four weeks to two weeks by introducing new induction programme.
• Increased retention volume from £16,000 to £33,000 per month through process streamlining and staff training.

Led team of 16 telesales executives, achieving over £1.2 million in sales.

Supervised task status of agents to ensure effective performance.

Introduced incentive plans to boost team productivity.

Conducted test calls with agents to assess adherence to sales procedures.

Developed new product script to optimise sales and meet targets.

• Enhanced recruitment process, reducing costs by 40% and attrition by 30%.