Conor Hoey
Soho Channel Manager @TalkTalk Business
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WORK HISTORY
Soho Channel Manager @TalkTalk Business
Manchester, GB
Key Achievements:• Managed the transition of outsourced sales teams across nine sales disciplines to a new BPO provider, ensuring seamless integration and service continuity• Led initiatives that reduced customer churn by 30% through targeted retention strategies, enhanced support, and improved service quality.• Spearheaded a customer excellence strategy in sales through proactive customer engagement, resulting in Trustpilot scores rising from 3.7 to 4.8• Implemented a Sales through Service program to identify and capitalise on sales opportunities during service interactions, generating £1.6 million in additional Total Customer ValueResponsibilities:Heading up the Acquisition, Retentions & In-Life functions of the small business sector (Small Office, Home Office) overseeing a customer base of My role involves developing and executing strategies to drive sales growth, enhance customer retention, and maximise revenue opportunities. I am responsible for optimising commercial agreements to ensure mutually beneficial partnerships while identifying cost-effective, high-impact solutions that align with business objectives.
ABOUT CONOR HOEY
Experienced leader and contact centre professional with extensive expertise in the BPO industry across both B2B and B2C sectors. I have successfully managed operations for high-profile clients such as Microsoft, TalkTalk Business, 3 Mobile, EDF Energy, Royal Mail, and Parcelforce. My proven track record includes developing and nurturing a culture of continuous improvement, which has consistently led to optimised performance and productivity even in the most challenging environments. I am adept at identifying and implementing cost-saving measures without compromising on quality. My commitment to maintaining the highest standards of service and operational excellence has been a cornerstone of my career, ensuring client satisfaction and long-term success.
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