Summary
Overview
Work History
Education
Skills
Timeline
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Steven Cairns

Linwood,Scotland

Summary

Results-driven and strategic Director/Manager with over 15 years of progressive leadership experience in customer service operations. Proven track record of enhancing customer satisfaction, driving performance improvements, and implementing innovative solutions to optimise service delivery. Adept at leading large, diverse teams across multi-site or remote environments, while fostering a high-performance, customer-centric culture. Skilled in workforce management, KPI development, process optimisation, technology integration (including CRM platforms), and budget oversight. Recognised for aligning operational strategies with organisational goals to achieve service excellence and sustainable growth.

Overview

16
16
years of professional experience
6
6
years of post-secondary education

Work History

Director Of Marketing

Ultimte Home Solutions LTD
Glasgow, Glasgow City
01.2019 - Current
  • Assessed customer feedback regularly, using insights gained for future strategy planning.
  • Initiated partnerships with external agencies for collaborative promotional activities.
  • Trained staff on latest trends in digital marketing thereby creating a more informed workforce.
  • Conducted thorough market research with an objective to understand customer behaviours.
  • Established metrics to measure the success of various marketing initiatives.
  • Managed budgets effectively whilst maintaining high performance in marketing projects.
  • Oversaw digital marketing campaigns across multiple platforms to drive traffic and increase conversions.
  • Cultivated strong relationships with clients to secure repeat business.
  • Delegated tasks efficiently to maximise productivity.
  • Optimised resource allocation for increased profits.
  • Piloted change management initiatives successfully improving organisational adaptability.

Call Centre Manager

Ultimate Home Solutions LTD
Glasgow, Glasgow City
01.2013 - 01.2019
  • Streamlined communication process to enhance customer interactions.
  • Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
  • Facilitated regular training sessions for enhanced employee skills set.
  • Implemented new CRM software, improved data organisation and retrieval.
  • Reduced staff turnover, implemented a comprehensive training programme.
  • Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
  • Developed comprehensive spreadsheets for easy tracking of payments received and outstanding balances.
  • Led team meetings, fostered a cohesive work environment.
  • Oversaw recruitment process to select high-performing individuals for the team.
  • Monitored staff performance and identified training needs, increasing call centre profitability.
  • Set and managed performance benchmarks for call centre employees.
  • Handled demanding customers calmly and professionally, maintained company reputation.

Manager

UK Protect Fire & Security
Paisley, Renfrewshire
04.2009 - 01.2013
  • Implemented cost reduction measures, reduced overhead expenses.
  • Supervised project timelines for timely completion.
  • Maintained inventory control, reduced stock shortages.
  • Led performance reviews, identified areas for improvement.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Established clear budgets and cost controls strategies to meet objectives.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.
  • Created digital file classification system for company-wide use.

Education

Certificate of Higher Education -

Johnstone High School
Johnstone
08.2000 - 06.2006

Skills

  • Budget management proficiency
  • Creative vision
  • Experience with crm software
  • Leadership and influencing
  • Effective delegating
  • Microsoft office suite proficiency
  • Staff recruitment
  • Customer relationship management
  • Project oversight
  • Profit and Loss Analysis
  • KPI tracking
  • Time efficiency
  • Team Leadership
  • Client account management

Timeline

Director Of Marketing

Ultimte Home Solutions LTD
01.2019 - Current

Call Centre Manager

Ultimate Home Solutions LTD
01.2013 - 01.2019

Manager

UK Protect Fire & Security
04.2009 - 01.2013

Certificate of Higher Education -

Johnstone High School
08.2000 - 06.2006

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Steven Cairns