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Campaign Manager and Senior BI Analyst
Nathan Winstanley
,
Hull
Experience
Other titles
Skills
I'm offering
Overall over the past 14 years I have had a wealth of experience in the Customer Service, Sales and Service environment which has covered a broad spectrum of functions, focussing on Customer Service, Sales, Resource Planning, Dialler Management and profiling, Scheduling, HR and Senior Management.
During my time with Clearanswer Call Centres I have had the pleasure of working for a number of blue chip clients which carries a lot of responsibility as they are large public facing companies, all with brands to maintain and strict service level demands to match. A few examples of the companies that I have represented and worked on over my time are: Vue Cinemas, TalkTalk, EE, BT, First Utility, Scottish Power as well as a number of smaller firms.
With management experience spanning catering to contact centres to retail I am a positive and enthusiastic individual with the drive to succeed and progress in all that I do.
A proven and established track record of working in a sales and customer service environment with over 13 years’ experience in all aspects of management with 11 years of that within contact centres. With a desire to progress in any career I am very highly motivated and successful in optimising business potentials and leads, whilst achieving goals and KPI’s and delivering the highest standards in very difficult trading conditions. Believing that good practice and excepted management techniques can maximise any business’ potential to surpass any set target. I quite simply do not settle for second best…
During my time with Clearanswer Call Centres I have had the pleasure of working for a number of blue chip clients which carries a lot of responsibility as they are large public facing companies, all with brands to maintain and strict service level demands to match. A few examples of the companies that I have represented and worked on over my time are: Vue Cinemas, TalkTalk, EE, BT, First Utility, Scottish Power as well as a number of smaller firms.
With management experience spanning catering to contact centres to retail I am a positive and enthusiastic individual with the drive to succeed and progress in all that I do.
A proven and established track record of working in a sales and customer service environment with over 13 years’ experience in all aspects of management with 11 years of that within contact centres. With a desire to progress in any career I am very highly motivated and successful in optimising business potentials and leads, whilst achieving goals and KPI’s and delivering the highest standards in very difficult trading conditions. Believing that good practice and excepted management techniques can maximise any business’ potential to surpass any set target. I quite simply do not settle for second best…
Markets
United States
(Remote
only)
United Kingdom
(Remote
only)
Links for more
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Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2018 - ?
job
Campaign Manager and Senior BI Analyst
Payment Sense.
In this role I have two principle focus points. The first is providing analysis and deep dive views into the performance of one of our sales functions while using that information for plan for future drives and strategy. The core skills involved in this are SQL coding accessing cluster databases. Advanced Excel, Power BI and sales experience to derive strategy. I also manage the data flow back and forth to our OSP.
The second aspect of my position is more analytical as I perform tasks within the company as a Senior Analyst. This can range from basic analysis to creating bespoke reporting and dashboards, building data dumps or acting as a support to end users.
January 06 - January 18 Clearanswer Call Centres, Hull
Current Remuneration: £38,500+Bens
While working with Clearanswer I have developed a number solid skill sets in Sales and Customer Service while working alongside a number of Blue chip companies and house hold names. Clearanswer is an Outsourcing contact centre company employing circa 500 people within the city and one aim that I have always had while working here is to over exceed any targets put before myself, whether that be sales or customer service focussed. I believe that my success within the company is down to my desire to succeed.
The second aspect of my position is more analytical as I perform tasks within the company as a Senior Analyst. This can range from basic analysis to creating bespoke reporting and dashboards, building data dumps or acting as a support to end users.
January 06 - January 18 Clearanswer Call Centres, Hull
Current Remuneration: £38,500+Bens
While working with Clearanswer I have developed a number solid skill sets in Sales and Customer Service while working alongside a number of Blue chip companies and house hold names. Clearanswer is an Outsourcing contact centre company employing circa 500 people within the city and one aim that I have always had while working here is to over exceed any targets put before myself, whether that be sales or customer service focussed. I believe that my success within the company is down to my desire to succeed.
Sql, Excel, Power BI, Customer service, Sales, Service, Outsourcing, Analyst, Support, BEE, SOLID, Campaign, Power, Manager, Basic
2013 - ?
job
Operations Manager
unknown.
In this role I have a large scope of responsibilities and I will generally take on any work to support the business and campaigns. As part of the role I also work as a top line project and planning manager and so been able to work quickly, effectively and been able to respond very quickly to changing situations is key. I also am central in operational planning for the centre and manage the resource and capacity planning for a number of our major campaigns. I am also the centres Dialler Manager, and within that capacity I currently manage the dialler function for 5 Outbound Campaigns, covering B2B and B2C customer bases. As part of the dialler work I manage the data profiling for the campaigns to enable successfully building and implementing positive dialler strategies to maximise on the campaigns success. I have also developed a deeper understanding of call centre technologies. I also play an active part in tendering for new work that the company is looking to attract and work as part of the companies ISO team in maintaining our 9001, 270001 and 22301 certifications.
I am also the company's key lead in tele-sales data purchasing for a number of sites and campaigns. This involves future planning to ensure that we have the right volumes of data coming into the business, from the correct suppliers to ensure that we can maintain required service levels for our clients. This involves checking the quality of the data that we have coming into the business while working closely with suppliers to ensure required quality levels, and volume supplies are maintained. This part of my role does involve a lot of analytical work to drill down into supplied data to ensure that we are running a solid contact strategy while maximising revenue.
Even though I work very flexible as to what I do, to ensure that I can support various aspects of the business, the core responsibilities of this position are:
• Resource and capacity planning incorporating recruitment glide paths and requirements.
• Dialler Management
• OB Data profiling
• Liaising with client resourcing and scheduling teams.
• Resource scheduling for multiple campaigns covering around 300 FTE.
• Handing client contact.
• Flexibly Supporting CCM's.
• Project Management as required by business requirements.
• Being part of the company ISO certification team (9001,270001 and 22301).
• Managing the company's team of data analysts.
• Being part of the company's Senior Leadership Team.
• Taking an active part in developing and presenting tenders.
• Acting as an escalation point for CCM's.
I am also the company's key lead in tele-sales data purchasing for a number of sites and campaigns. This involves future planning to ensure that we have the right volumes of data coming into the business, from the correct suppliers to ensure that we can maintain required service levels for our clients. This involves checking the quality of the data that we have coming into the business while working closely with suppliers to ensure required quality levels, and volume supplies are maintained. This part of my role does involve a lot of analytical work to drill down into supplied data to ensure that we are running a solid contact strategy while maximising revenue.
Even though I work very flexible as to what I do, to ensure that I can support various aspects of the business, the core responsibilities of this position are:
• Resource and capacity planning incorporating recruitment glide paths and requirements.
• Dialler Management
• OB Data profiling
• Liaising with client resourcing and scheduling teams.
• Resource scheduling for multiple campaigns covering around 300 FTE.
• Handing client contact.
• Flexibly Supporting CCM's.
• Project Management as required by business requirements.
• Being part of the company ISO certification team (9001,270001 and 22301).
• Managing the company's team of data analysts.
• Being part of the company's Senior Leadership Team.
• Taking an active part in developing and presenting tenders.
• Acting as an escalation point for CCM's.
Project Management, B2B, B2C, Management, Leadership, Sales, Service, Recruitment, Support, Presenting, SOLID, Manager
2010 - 2013
job
Call Centre Manager
unknown.
(3 years)
Call Centre Manager
As a CCM the role is about running a successful campaign, and so having the overall responsibility and accountability of the success of the campaign. This was a very demanding role due to the demands that a call centre can bring as well as the demanding nature of our clients, who expect nothing but the best.
For the two campaigns that I worked on as a CCM the campaign sizes were:
• TalkTalk Inbound Sales - 2 SM's, 12 TM's, circa 150 FTE
• TalkTalk Inbound Upsell - 1 SM, 8 TM's, circa 90 FTE
The role involved a number of aspects:
• Maintaining client contact.
• Managing Senior Managers and Team Managers.
• Ensuring all KPI's are met and exceeded.
• Managing resource planning, staffing and recruitment.
• Supporting the campaign while on and off site, as they were 7 day operations.
• Conducting daily performance meetings.
• Handling customer escalations beyond Senior Managers.
• Working with the compliance team to ensure quality objectives are met.
• Communicating with company Directors on various KPI's and focus points.
• Developing and implementing commission structures.
• Developing the Senior Managers to ensure they were set up to be successful.
• Developing business plans to ensure short, medium and long term success.
• Auditing Senior and Team Manager files to ensure a high standard of work.
• Conducting performance reviews with all Managers.
Call Centre Manager
As a CCM the role is about running a successful campaign, and so having the overall responsibility and accountability of the success of the campaign. This was a very demanding role due to the demands that a call centre can bring as well as the demanding nature of our clients, who expect nothing but the best.
For the two campaigns that I worked on as a CCM the campaign sizes were:
• TalkTalk Inbound Sales - 2 SM's, 12 TM's, circa 150 FTE
• TalkTalk Inbound Upsell - 1 SM, 8 TM's, circa 90 FTE
The role involved a number of aspects:
• Maintaining client contact.
• Managing Senior Managers and Team Managers.
• Ensuring all KPI's are met and exceeded.
• Managing resource planning, staffing and recruitment.
• Supporting the campaign while on and off site, as they were 7 day operations.
• Conducting daily performance meetings.
• Handling customer escalations beyond Senior Managers.
• Working with the compliance team to ensure quality objectives are met.
• Communicating with company Directors on various KPI's and focus points.
• Developing and implementing commission structures.
• Developing the Senior Managers to ensure they were set up to be successful.
• Developing business plans to ensure short, medium and long term success.
• Auditing Senior and Team Manager files to ensure a high standard of work.
• Conducting performance reviews with all Managers.
Sales, Compliance, Recruitment, KPI, Campaign, Manager, UP
2008 - 2010
job
Senior Sales Manager
unknown.
(2 years)
This role lies at the heart of our business - managing the sales floors to achieve stretching client KPI's. This involves a lot of direct interaction with some of our major clients as well as reporting directly to our company directors. The key to the role is to excel in what we do and ensure that we are using every tool possible to over deliver on KPI's - while this role is and can be fun in keeping the sales floor motivated and invigorated there is also a lot of stress to deliver what is required. I believe that the reason why I have succeeded in this is that I have the ability to take the stress that comes with the position and channel that into positive action and to bring with that new and creative ideas as to how to create new sales opportunities and motivate the team,
Responsibilities:
• Managing centre performance KPI's and Team Managers. This involved developing team managers through performance metrics as well as developing them as team managers and supporting them in their roles to get the best out of their agents.
• The core of this role was to maintain performance and so there was a lot of working with agents to maintain a positive atmosphere. This could involve conducting 'energisers' with teams after breaks to lift them back up if they have been struggling or just simply supporting agents and teams. This could be done through spot listening to agents and coaching them through calls to simply reassuring them and acknowledging what they have done.
• I would also conduct disciplinary hearings as required and if necessary terminate contracts.
• I was also involved handling customer escalations if a Team Manager was unable to satisfy the customer.
This role lies at the heart of our business - managing the sales floors to achieve stretching client KPI's. This involves a lot of direct interaction with some of our major clients as well as reporting directly to our company directors. The key to the role is to excel in what we do and ensure that we are using every tool possible to over deliver on KPI's - while this role is and can be fun in keeping the sales floor motivated and invigorated there is also a lot of stress to deliver what is required. I believe that the reason why I have succeeded in this is that I have the ability to take the stress that comes with the position and channel that into positive action and to bring with that new and creative ideas as to how to create new sales opportunities and motivate the team,
Responsibilities:
• Managing centre performance KPI's and Team Managers. This involved developing team managers through performance metrics as well as developing them as team managers and supporting them in their roles to get the best out of their agents.
• The core of this role was to maintain performance and so there was a lot of working with agents to maintain a positive atmosphere. This could involve conducting 'energisers' with teams after breaks to lift them back up if they have been struggling or just simply supporting agents and teams. This could be done through spot listening to agents and coaching them through calls to simply reassuring them and acknowledging what they have done.
• I would also conduct disciplinary hearings as required and if necessary terminate contracts.
• I was also involved handling customer escalations if a Team Manager was unable to satisfy the customer.
Excel, Coaching, SoMe, Contracts, Sales, KPI, Contracts, Manager, UP
2007 - 2008
job
Quality / Compliance Manager
unknown.
(1.5 years)
This was a role which I was able to make my own, as I stepped into this as a new position that the company created as it was growing. The core of the role was to maintain and manage call quality within the business for multiple campaigns and ensuring customer satisfaction throughout so merging the compliance and quality aspects of a call to create solid 'all round' quality calls. This involved site visits to clients to conduct training and call levelling as well as training quality aspects through the business to agents and team managers. This also involved developing back office processes to support the quality objectives of the business as well as client requirements in line with industry and regulator standards.
I developed the ability to drive the teams to work in constructive ways that ensure that each and every customer that we deal with has a positive experience. As part of this role I was central in building the processes and procedures that we use for building and monitoring agent quality, and still use to this day.
This was a role which I was able to make my own, as I stepped into this as a new position that the company created as it was growing. The core of the role was to maintain and manage call quality within the business for multiple campaigns and ensuring customer satisfaction throughout so merging the compliance and quality aspects of a call to create solid 'all round' quality calls. This involved site visits to clients to conduct training and call levelling as well as training quality aspects through the business to agents and team managers. This also involved developing back office processes to support the quality objectives of the business as well as client requirements in line with industry and regulator standards.
I developed the ability to drive the teams to work in constructive ways that ensure that each and every customer that we deal with has a positive experience. As part of this role I was central in building the processes and procedures that we use for building and monitoring agent quality, and still use to this day.
Training, Compliance, It, Support, Monitoring, Office, SOLID, Manager, Processes, Agent
2006 - 2007
job
Team Manager
TalkTalk.
(1 year)
Moving on from my role as an agent I moved into the role as a Team Manager onto the Inbound Sales campaign for TalkTalk. The basics of the role remained the same, but of course a lot of the KPI's were also focussed on sale KPI's as well as standard call focussed KPI's. The ability to generate sales through good staff management and development to bring the best out of the people that are working for you.
As a Team Manager I initially started out on the Customer Service campaign for Vue Cinemas. The role incorporated a number of aspects, which included:
• Handling customer escalations.
• Managing agent performance against KPI's and attendance criteria.
• Supporting the client as required.
• Completing agent development through coaching and call monitoring.
• Maintaining client SLA requirements.
• Completing interviews to support the recruitment process.
Moving on from my role as an agent I moved into the role as a Team Manager onto the Inbound Sales campaign for TalkTalk. The basics of the role remained the same, but of course a lot of the KPI's were also focussed on sale KPI's as well as standard call focussed KPI's. The ability to generate sales through good staff management and development to bring the best out of the people that are working for you.
As a Team Manager I initially started out on the Customer Service campaign for Vue Cinemas. The role incorporated a number of aspects, which included:
• Handling customer escalations.
• Managing agent performance against KPI's and attendance criteria.
• Supporting the client as required.
• Completing agent development through coaching and call monitoring.
• Maintaining client SLA requirements.
• Completing interviews to support the recruitment process.
Coaching, Customer service, Management, Sales, Vue, Service, Recruitment, Support, Development, KPI, Monitoring, Campaign, Manager, Agent
2006 - 2006
job
Agent
Vue.
(6 months)
I was only working as an agent for around 6 months until I was promoted to Team Manager, but as an agent I worked as a Customer Service agent for Vue cinemas which was handling their generic CS calls. This could involve answering questions, booking tickets or handling complaints from members of the public which you would look to resolve before requiring an escalation. Then due to demands on another campaign within the business I temporarily transferred to one of our Inbound Sales lines for TalkTalk. This was focussed around upselling to customers, but also correctly handling and unhappy existing customers that came through.
I developed the ability to interact with a customer & build a relationship while maintaining company expectations and KPI's on sales and customer service based campaigns.
I was only working as an agent for around 6 months until I was promoted to Team Manager, but as an agent I worked as a Customer Service agent for Vue cinemas which was handling their generic CS calls. This could involve answering questions, booking tickets or handling complaints from members of the public which you would look to resolve before requiring an escalation. Then due to demands on another campaign within the business I temporarily transferred to one of our Inbound Sales lines for TalkTalk. This was focussed around upselling to customers, but also correctly handling and unhappy existing customers that came through.
I developed the ability to interact with a customer & build a relationship while maintaining company expectations and KPI's on sales and customer service based campaigns.
Customer service, Sales, Vue, Service, KPI, Campaign, Booking, Manager, Agent
2004 - 2005
job
Duty Manager
Compsel LTD T/A The Hub, Newland Avenue.
Main Duties:
• Stock Management - sourcing new suppliers ensuring development of current
• Produce lines while maximising company profits by liaising with suppliers and
• Negotiating new lines and prices.
• Staff Management - ensuring successful running of the business through staff
• Development and coaching ensuring all business KPI's are met.
• Stock Management - sourcing new suppliers ensuring development of current
• Produce lines while maximising company profits by liaising with suppliers and
• Negotiating new lines and prices.
• Staff Management - ensuring successful running of the business through staff
• Development and coaching ensuring all business KPI's are met.
Coaching, Management, Sourcing, Development, KPI, Manager
2002 - 2004
job
Team Leader/Duty Manager
Marsdens Caterers of Sheffield LTD T/A KFC.
This was a position that I took up straight out of college leading into University. During my time with the company I worked my way to the level of Duty Manager in which I was shift manager in four separate restaurants over my time with the company.
Main Duties:
• Ensuring company procedures and policies where been met in accordance with Health and Safety legislation.
• Meet set targets for wastage and staffed hours to maximise profits.
• Ensure smooth running of the shift and hold up customer relations and retention.
Main Duties:
• Ensuring company procedures and policies where been met in accordance with Health and Safety legislation.
• Meet set targets for wastage and staffed hours to maximise profits.
• Ensure smooth running of the shift and hold up customer relations and retention.
Health, Retention, Safety, Manager, UP
My education
2000
-
2002
St. Marys Collage
A Levels, Mathematics, Physics, Chemestry, Socialology
A Levels, Mathematics, Physics, Chemestry, Socialology
University Of Hull
Bachelors, Philosophy
Bachelors, Philosophy
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