Nicola Elston
Liverpool
Summary
Accomplished professional with extensive expertise in Salesforce CRM and sales reporting, adept at driving business development through strategic planning and customer relationship management. Demonstrates proficiency in performance metrics monitoring and evaluation, ensuring regulatory compliance and operational excellence. Skilled in project leadership, interdepartmental coordination, and vendor relationships management, with a strong focus on data-driven decision-making and crisis handling. Committed to enhancing leadership development while maintaining health and safety regulations. Career goals include leveraging IT infrastructure understanding to optimise transaction management processes.
Seasoned professional with focus on optimising operational processes and driving efficiency. Skilled at streamlining workflows, enhancing productivity, and fostering team collaboration. Adept at implementing strategic initiatives that improve overall business performance.
Resourceful professional with proactive approach to problem-solving and process improvement. Possesses strong analytical and communication skills, coupled with keen understanding of operational workflows. Committed to driving operational efficiency and achieving organisational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Reporting and Operations Executive
CPM (Pilgrims Europe)
Thame, Oxfordshire
07.2024 - 07.2025
- Responsible for managing clients Social Media channels, Facebook, Instagram, Twitter and TikTok across 10 brands.
- Managing customer enquiries and complaints via social media using Hootsuite uploading onto clients CRM and responding to consumer.
- Creating Daily and Weekly performance reports for client.
- Responsible for compiling and delivering monthly/quarterly Business Review (QBR) direct to client via Teams.
- Creating Priority reports to customer care line Manager.
- Responsible for analysing trends and insight into consumer complaints or enquiries and reporting back to client.
- Support Customer Care line Manager when required with Quality, escalations, step into role of Managing care line team in their absence.
- Build Relationships with Clients, key stakeholders to drive collaborative working relationships.
- Achievements:
- Designed and implemented BI report using Excel Query.
- Implemented new Ways of working and Change control documents to ensure compliance in ever changing environment.
Sales Manager
CPM
Thame, Oxfordshire
10.2021 - 07.2022
- Company Overview: CPM is an outsourced Sales & Customer experience company working with blue chip clients.
- Team Leadership of 6 outbound Sales Executives with annual target of 35% conversion rate vs DM contacts across multiple KPI’s.
- Team Leadership of 6 Inbound Customer service agents on our Quality Control team.
- Delivery of multiple KPI’s and SLA’s including lead conversion both warm leads and call files, growing businesses, keeping my team up to date with commercial changes.
- Alignment of resource to sales priorities and achievement of weekly & monthly targets
- Contribution to departmental engagement plans
- Overall people management, including disciplinary through to SMART objective setting, succession planning, Coaching and Performance Management through 1 to 1's, coaching, QA
- Build Relationships with Clients, key stakeholders, and field counterparts to drive collaborative working relationships.
- Achievements:
- Delivered Key KPI’s and SLA’s month on month to date in a tough trading environment.
- Designed and implemented live KPI tracker to monitor agent pipeline management daily thus enabling to identify coaching and mentoring needs for team and individuals ensuring key KPI’s were met. Fast paced, regulatory, building brand new teams and processes.
- Implemented new Ways of working and Change control documents to ensure compliance in everchanging environment.
- Implemented training programmes, improving team performance levels.
- Sculpted a high-performing sales culture through regular motivation sessions and reward schemes.
- Propelled company towards achieving set KPIs and goals through comprehensive strategic planning and execution.
- Devised successful sales pitches for significant conversion rates.
- Cultivated strong relationships with suppliers and other industry players to ensure smooth operations.
- Achieved increased customer satisfaction by implementing innovative sales strategies.
- Enhanced market penetration with effective territory management.
- Drove revenue growth by identifying and capitalising on emerging market trends.
- Conducted detailed market analysis to identify new opportunities.
- Guided team members on best practices in upselling and cross-selling techniques, leading to enhanced customer value proposition.
- Developed robust client relationships for improved business growth.
- Streamlined sales processes to enhance team productivity.
- Led high-performance sales teams, ensuring achievement of targets.
- Analysed sales reports to identify trends and update strategies.
- Optimised sales methods to best engage, acquire and retain customers.
- Supported front-line sales teams with well-coordinated administrative operations.
- Oversaw planning and execution of targeted sales and marketing strategies.
- Managed team of 12 staff, driving performance with motivational strategies to exceed sales targets.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
- Organised special sales at specific times to drive customer engagement and move high volumes of products.
- Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
- Grew annual revenue by 35% with targeted sales and marketing strategy.
- Maintained ownership of sales pipeline, sourcing and developing new business opportunities to drive sales.
Customer Service Team Manager
Gov contract Covid Temp Contract
Liverpool
06.2021 - 10.2021
- Responsible for 20 inbound agents on the Government covid line, however I also shared the responsibility of over 120 agents.
- Participated in recruitment interviews to select best candidates for the team.
- Fostered a positive work environment by implementing motivational strategies for staff.
- Conducted regular appraisals for staff progression and development opportunities.
- Boosted morale by recognising outstanding performance amongst team members.
- Ensured all team members adhered to company rules and regulations, maintaining a professional working environment.
- Delivery of multiple KPI’s
- Overall people management, including disciplinary through to SMART objective setting, succession planning, Coaching and Performance Management through 1 to 1’s, coaching, QA.
- Responsible for escalation calls and complaints.
- Monitoring multiple support Q&A chats on Google chat
- Responsible for daily reporting to senior Management using Google Sheets.
Customer Service Manager
Serco - Liverpool
Liverpool
06.2020 - 06.2021
- Team Leadership of 20 inbound Customer service agents on Universal credit Helpline and National Insurance enquiry line
- Delivery of multiple KPI’s and SLA’s
- Alignment of resource for the achievement of weekly & monthly targets
- Contribution to departmental engagement plans
- Overall people management, including disciplinary through to SMART objective setting, succession planning, Coaching and Performance Management through 1 to 1’s, coaching, QA.
- Responsible for escalation calls and complaints, liaising with DWP case Managers and Work Coaches
Outbound telesales Manager
CPM UK
Thame, Oxfordshire
07.2019 - 03.2020
- Company Overview: CPM is an outsourced Sales & Customer experience company working with blue chip clients.
- Team Leadership of 11 outbound Business Development Executives with an annual target of £26 Million
- Delivery of multiple KPI's and SLA's including lead conversion, growing businesses
- Alignment of resource to sales priorities and the achievement of weekly & monthly targets
- Contribution to departmental engagement plans
- Overall people management, including disciplinary through to SMART objective setting, succession planning, Coaching and Performance Management through 1 to 1's, coaching, QA
- Build Relationships with Clients and field counterparts to drive collaborative working relationships
- Achievements:
- Achieved 103% to my annual target in a tough trading environment.
- Delivered Key KPI's and SLA's month on month to date.
- Designed and implemented new QA and Audit document to ensure compliance
- Implemented new Ways of working and Change control documents to ensure compliance in an everchanging environment
- Designed and implemented live pipeline tracker to monitor agent pipeline management daily thus enabling to identify coaching and mentoring needs for the teams and individuals ensuring key KPI's were met. Fast paced, regulatory, building brand new teams and processes
Telesales and Complaints Manager
CPM Green Star Energy - Warrington
Warrington
09.2018 - 07.2019
- Team Leadership of 15 Sales/Complaints/Customer Service agents in a fast pace, regulatory environment.
- Delivery of multiple KPI's and SLA's including sales and conversion targets, call handling service levels.
- Build Relationships with Clients to drive collaborative working relationships.
- Overall people management, including disciplinary through to SMART objective setting, succession planning, Coaching and Performance Management through 1 to 1's, coaching, QA
- Building brand new teams and processes, training, alignment of resources to priority areas of the business.
- Achievements:
- Increased Service level from 2% to 85% by identifying flaws in the CRM system, Suggested to Senior Management to introduce an admin team made up of school leavers for the summer.
- Delivered QA Scores to 100% from 33% for each agent by identifying individual areas of concern and coaching to success
- Implemented new Ways of working and Change control documents to align with ever changing compliance.
- Delivered New targets from 3 complaints per agent per day to 8 to comply with OFGEM expectations.
- Increased Sales from 54% to average of 97% by regular one to ones and coaching sessions, identifying areas of improvement by QA calls and feedback
Account Manager
CPM UK - Warrington
Warrington
04.2014 - 03.2018
- Account Management Team - April 2014 to September 2018
- Key Role and Responsibilities:
- Delivered £16 million Portfolio of 200 business clients new and existing products and services
- Serve as the lead point of contact for all customer account management matters
- Build Relationships with Clients and field counterparts to drive collaborative working relationships
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Coaching, Mentoring colleagues and new starters whilst supporting Line Manager on a day-to-day basis
- Achievements with CPM career:
- Two periods of promotion, handpicked to create New Business blueprints. Completed Internal Best Yourself program.
- Managed business relationships to ensure loyalty and long-term commitment.
- Achieved client satisfaction by managing key accounts effectively.
- Established strong rapport with clients through regular communication.
Area Account Manager
Autoclenz Limited
06.2013 - 04.2014
- Company Overview: Autoclenz is an outsourcing company that provides Fleet Controllers, Drivers and Valets to the automotive Industry amongst other clients.
- Team Leadership of 100 valeters, drivers and fleet controllers within the car rental industry across 10sites.
- Overall people management, including disciplinary, succession planning and Training
- Build Relationships with Clients to drive collaborative working relationships.
- Ensure the timely and successful delivery of service for both client and customer.
- Alignment of resources across sites to ensure effectiveness in staffing levels.
- Budget control, Health and safety regulations adhered to, driver and risk assessments.
Team Leader
Europcar PLC
02.2007 - 06.2013
- Company Overview: Europcar are a multi-national car and van hires company; I started within the company as a Rental Agent and progressed to Team Leader in a busy City centre location.
- My role as Team Leader was to assist the Branch Manager in the day to day running of the Station.
- I have throughout my career gained experience as a buyer for an Industrial company and Illingworth and Natures Store which is part of the Holland & Barrett group.
- Transport Manager for a Haulage company I have also worked in the Care Industry looking after the elderly and have experience with Mental Health.
- I have also had my own market stall selling sportswear.
Education
A-Levels - Sociology, Psychology
Stoke on Trent College
Stoke-on-TrentDiploma of Higher Education - Leadership and Management
Institue of Leadership and Management
WarringtonCertificate of Higher Education - Road to Management Training program Internal My Manager course completion Mental Health First Aider
CPM UK
LiverpoolSkills
- Product knowledge
- KPI monitoring and analysis
- Direct sales techniques
- Market trend awareness
- Business development
- Cross-selling techniques
- Pipeline Management
- Performance metrics analysis
- Resilience under pressure
Affiliations
- I love to build Lego and Meccano
Accomplishments
Promotion from an Account Manger role to leading Sales, Customer Service and Complaints teams
Certification
Institute of Leadership and Management Qualification
References
References available upon request.
Timeline
Reporting and Operations Executive
CPM (Pilgrims Europe)
07.2024 - 07.2025
Sales Manager
CPM
10.2021 - 07.2022
Customer Service Team Manager
Gov contract Covid Temp Contract
06.2021 - 10.2021
Customer Service Manager
Serco - Liverpool
06.2020 - 06.2021
Outbound telesales Manager
CPM UK
07.2019 - 03.2020
Telesales and Complaints Manager
CPM Green Star Energy - Warrington
09.2018 - 07.2019
Account Manager
CPM UK - Warrington
04.2014 - 03.2018
Area Account Manager
Autoclenz Limited
06.2013 - 04.2014
Team Leader
Europcar PLC
02.2007 - 06.2013
A-Levels - Sociology, Psychology
Stoke on Trent College
Diploma of Higher Education - Leadership and Management
Institue of Leadership and Management
Certificate of Higher Education - Road to Management Training program Internal My Manager course completion Mental Health First Aider
CPM UK
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