Mark Wilson

• Price Setting: Daily in the SAP system by account, raising new customer agreements, and investigating pricing queries
• Report Generation: Business Objects/Intelligence system and utilize software systems like PC3 and Salesforce
• Management Support: Daily workload and allocation for the Industrial and Sureserve Teams, including training new hires
• System Set Up: Implemented SharePoint system for the team, ensuring a smooth transition and improved collaboration
• Enhanced Digitalisation: Price Security Report automation within Power Automate, expanding my knowledge and skills
• Project Lead: Headed up the change process for price expiries. Reducing audit risks and improving sales manager input facilitating Sales Team roll out.
• Audit Support: During SOX and Revenue audits as the Sales Support point of contact, ensuring information is easily understood by auditors
• Continuous Improvement: Seek opportunities to improve operational processes and technology, collaborating with colleagues for mutual benefits
• Colleague Support: Ensured smooth operations during the transition to remote work during the COVID-19 pandemic.

• Team Management: Oversee daily workload and allocation for the Industrial and Sureserve Teams, ensuring efficient email management
• Contract Receipt Management: Save and scan returned contracts for proper setup on accounts and accessibility by the sales team
• Key Contact: For the SME sales and Partner Agent teams, setting prices on SAP and handling credits and rebate reports
• Cross-Functional Support: Sureserve Sales support team during colleague maternity leave, managing credits, pricing, and rebate reports
• GDPR Compliance: Ensure compliance guidelines in the Sales support basement area, identifying secure storage and disposing unnecessary items
• Efficiency Improvement: Utilise 'Winshuttle' to run scripts for the team, to enhance and build efficiency
• Digital Improvement: Key role in the digitization of the Price Security Report process to comply with GDPR and SOX audit guidelines.

• Call Handling: Delivery, Technical, and Accounts departments, quickly acquiring the required knowledge
• Coaching: Peer coach for the department, providing knowledge and support
• Training Provision: Reviewed, revised materials, supported inbound sales induction and delivered training to New starters, both internal and external recruits, to ensure they were equipped for their roles
• Complaint Management: Assisted with complaint management, understanding expectations to maintain customer satisfaction
• Query Resolution: Managed high-volume Sureserve Inbox, ensuring timely resolution and improving customer service
• Transport Projects: Support in 2015/2016, providing input and data collation.

• High Level Complaints: Provided support to the High-Level Complaints team across pay monthly mobile and broadband customers
• Constant Improvement: Took a lead role liaising with the team and operations group, gathering feedback from over 50 advisors to develop strategies to improve customer service and overall business performance
• Aspire Programme: Selected to participated in the corporate "Aspire Programme", working towards a team manager role.

• 7+ years of retail experience: ASDA Stores Limited, progressing from part-time student colleague to full-time Warehouse Manager
• Cover Manager: Covered as “Duty Manager” for the entire store in the absence of the store manager overseeing store operations across multiple departments. Alongside Ambient Shop Floor Manager cover.
• Staff Management: Managed 10 direct reports, optimizing staffing levels ensuring timely and error-free deliveries. Involved in recruitment & organizing team building social events.
• Budget Management: Managed weekly wage budget.
• Compliance: Responsible day-to-day warehouse operations, ensuring trading and health & safety regulation compliance
• Other Responsibilities: Principal key holder during Christmas and Easter trading periods. Personal license holder for: Sale of alcohol and Counterbalance Forklift and Reach Forklift trucks

Accountancy, Business Studies, and History.