Kris Swinbanks
South Hetton
Summary
Customer-oriented professional with a proven track record of leading high-performance teams to consistently meet and exceed objectives. Demonstrated commitment to excellence through effective team building and development strategies. Strong background in training initiatives that enhance team capabilities and performance utilising the SMART technique,
Overview
23
23
years of professional experience
6
6
years of post-secondary education
Work history
Sales Team Leader
Lionweld Kennedy
Middlesborough
2026.01 - Current
- Managed team of 5 staff, driving performance with motivational strategies to exceed sales targets.
- Conducted regular performance reviews for continuous employee development.
- Improved team morale by implementing weekly meetings and goal-setting sessions.
- Managed sales enquiries to ensure quick response times.
- Oversaw daily operations, ensuring efficiency and consistency in work output.
- Handled customer complaints gracefully, maintaining a positive company image.
- Identified gaps in training to effectively plan and provide coaching opportunities to staff members.
Emergency Gas Dispatcher
Northern Gas Networks
Sunderland
2024.06 - 2026.03
- Handling my designated area of Tees patch with over 25+ Engineers and 15+ Teams
- Managing Gas emergency’s by prioritising the closest engineer to make our standard regulations of 1Hour or 2Hours.
- Allocating other work and managing busy schedules each day to make sure all action is complete.
- Analysing trends with the engineer’s routes to escapes to try and combat distance vs Time travelled.
- Delivering and exceeding KPI’s in a fast paced, high-pressured environment.
- Adhering to company policy at all times.
- 12-month Temp contract – Extended until June 2026
Business Account Team Leader
EE/BT
Sunderland
2020.05 - 2024.04
- Managing my own team of 16 staff.
- Championed the importance of exceptional customer service and customer focus to create lasting relationships with our customer base.
- Driving superb performance through my team monthly in relation to challenging and stretching targets and KPI’s
- Supporting and helping my team to achieve their targets/KPI’s through effective SMART targets leading to achieving my overall target’s and KPI’s
- Managing performance of individuals – This is conducted via 1-2-1’s, coaching sessions along with Informal performance plans if required each tailored to the individual opposed to a blanket approach.
- Regular side-by-side or remote call listening to provide up to date feedback to ensure my staff are given the best opportunity to exceed.
- Linking in with shareholders weekly to discuss current performance, issues of concern or areas for improvement.
- Creating a trusting environment with my team, also with a feel-good factor to work.
- Due to redundancy
Business Accounts Manager
EE/BT
Sunderland
2011.11 - 2020.05
- Responsible for managing around 400 mobile accounts within EE that hold more than 10+ active connections.
- To be the main point of contact for these accounts.
- Building rapport and excellent relationships with my accounts through constant contact along with superb customer service/sales techniques.
- Having informative and relevant conversation’s relating to my business’s needs to understand their requirements.
- Dealing with stakeholders within EE to create bespoke offers and renewals for my accounts.
- Proactively contacting my customers in relation to the renewal of contracts and also to look at expanding their current portfolio in relation to expanding with BT Broadband, Tablets watches etc.
- Achieve key performance indicators on a day-to-day basis along with constantly overachieving targets on a monthly basis.
- Working in a fast-paced ever changing target driven environment.
- Adhering to company policy at all times.
Outbound Sales Adviser
EDF
Sunderland
2011.03 - 2011.11
- Making outbound calls off a dialler calling potential EDF customers.
- Using sales techniques and objection handling skills to explain the benefits of joining EDF.
- Achieve key performance indicators on a day to day basis and targets on a monthly basis.
- Working towards challenging but rewarding targets on a daily and weekly basis.
- Adhere to company policy at all times.
Inbound Sales Adviser
T-Mobile
Sunderland
2010.07 - 2011.03
- Receiving calls from current T-Mobile customers wanting to leave for another network provider.
- Using sales techniques and objection handling skills to provide exceptional customer service and to retain the customer with T-Mobile.
- Achieve key performance indicators on a day to day basis and targets on a monthly basis.
- Adhere to company policy at all times.
Outbound Sales Advisor
Npower
Peterlee
2007.10 - 2010.05
- Accepted for the Manager’s Aspiration Programme due to commence 17th July 2008 and passed the course in 2009.
- Acting Team Manager – day to day activities of Team Manager.
- Retentions – calling customers who have applied to leave Npower and persuading them to stay by offering new products and services.
- Win back – calling customers who have left Npower within the last 10 months and enquiring why they left, if there were any problems, which company they went to and if they would be prepared to return to Npower.
- Achieve key performance indicators on a day to day basis and targets on a weekly basis. Keep up to date with product knowledge within Npower and other competitors.
- Adhere to company policy at all times.
Outbound Sales Advisor
E-ON
Boldon
2007.07 - 2007.10
- Cold Calling – Calling potential E-ON customers on a day to day basis to provide the benefits and discounts they would receive by transferring to E-ON.
- Providing excellent rapport building techniques and also showing great customer focus skills when on the phone to get the best out of every call.
- Using a wide range of objection handling techniques to overcome any objections or concerns customers had.
- Achieve key performance indicators on a day to day basis and targets on a weekly basis. Keep up to date with product knowledge within E-ON and other competitors.
- Adhere to company policy at all times.
Customer Service Advisor
Eaga
Gateshead
2007.02 - 2007.06
- Taking telephone applications for the Warm Front Grant.
- Dealing with telephone enquiries with regard to the Warm Front Grant.
- Giving initial advice to interested customers.
- Adhering to the company’s protocol with regard to dealing with elderly and vulnerable people.
- Meeting company’s deadlines and targets.
- General office work.
Door to Door Sales
Southern Electric
Washington
2006.07 - 2007.01
- Approaching potential customers in their homes, building a rapport with them and advising them of the benefits (if any) of changing their supply to Southern Electric.
- Explaining any discounts the customer may qualify for and confirming this with a detailed presentation.
- Maintaining a high standard of customer service and politeness to the customer leaving them with a high impression of the company.
- Achieving daily target of 4 sales a day.
Customer Service Advisor
Npower
Peterlee
2005.05 - 2006.03
- Taking initial telephone calls from home movers and arranging a final bill to be sent the new address.
- Explaining the benefits of staying with Npower and arranging the gas and electricity supply at the new address.
- Setting up of the new contract and outlining the procedures the customer had to follow to enable the new contract to take place.
- Maintaining a high level of customer service at all times.
- Exceeding 15% daily target by 10% - averaging 500 sales per month.
Outbound Sales Advisor
2Touch
Sunderland
2005.01 - 2005.04
- Cold calling potential customers to advise them of the benefits of
- Transferring their gas and electric to London Energy.
- Issuing contracts to willing customers, giving a full and detailed
- Explanation of the transfer of the supply.
- Maintaining a high level of customer service at all times.
- Exceeding daily targets of 5 – 8 sales per day.
Electrician’s Labourer
Manstall
Birmingham
2004.09 - 2005.01
- Installation of lights, fire alarms, power cables etc.
- Adhering to Health and Safety regulations and performing regular checks.
- Keeping the work place tidy – clearing of rubbish etc.
- Flexible in approach to work – working 12 hour shifts 7 days per week.
Outbound Sales Advisor
2Touch
Sunderland
2004.05 - 2004.09
- Cold calling potential customers to advise them of the benefits of
- Transferring their gas and electric to London Energy.
- Issuing contracts to willing customers, giving a full and detailed
- Explanation of the transfer of the supply.
- Maintaining a high level of customer service at all times.
- Exceeding daily targets of 5 – 8 sales per day.
Admin Assistant
DWP
Seaham
2003.09 - 2004.05
- Listing and photocopying of customer valuables and ensuring the safe return of same within 48 hours.
- Logging of all new claims to Pension Credit via the computer system.
- Contacting customers by telephone to advise any further information
- Required to proceed with their claim. Annotating the computer system with
- Details of the call.
- Adhering to civil service protocol with regard to security checks.
- Filing and general office work.
Education
BTEC National Diploma - Electronic Engineering
New College
Durham 2002.09 - 2003.05
Maths, English, Science, Religious Education, GNVQ IT, Technology
Comprehensive
Seaham 1997.01 - 2002.04
Skills
- Data entry speed
- Workflow efficiency
- Telecommunications proficiency
- Multitasking efficiency
- Order processing
- Attention to Detail
- Typing speed
- Excellent communicator
- Multitasker
- Strong organisational skills
- Prioritisation
- Telephone skills
- Resilience under pressure
- Customer Service
- Team Leadership
- Interpersonal communication
- Customer focused
Interests
Spending time with my son and wife.
Football.
Music.
Family.
Timeline
Sales Team Leader
Lionweld Kennedy
2026.01 - Current
Emergency Gas Dispatcher
Northern Gas Networks
2024.06 - 2026.03
Business Account Team Leader
EE/BT
2020.05 - 2024.04
Business Accounts Manager
EE/BT
2011.11 - 2020.05
Outbound Sales Adviser
EDF
2011.03 - 2011.11
Inbound Sales Adviser
T-Mobile
2010.07 - 2011.03
Outbound Sales Advisor
Npower
2007.10 - 2010.05
Outbound Sales Advisor
E-ON
2007.07 - 2007.10
Customer Service Advisor
Eaga
2007.02 - 2007.06
Door to Door Sales
Southern Electric
2006.07 - 2007.01
Customer Service Advisor
Npower
2005.05 - 2006.03
Outbound Sales Advisor
2Touch
2005.01 - 2005.04
Electrician’s Labourer
Manstall
2004.09 - 2005.01
Outbound Sales Advisor
2Touch
2004.05 - 2004.09
Admin Assistant
DWP
2003.09 - 2004.05
BTEC National Diploma - Electronic Engineering
New College
2002.09 - 2003.05
Maths, English, Science, Religious Education, GNVQ IT, Technology
Comprehensive
1997.01 - 2002.04