Mark Ravenscroft
Operations Manager Resource, Forecasting and Multi-channel Systems @Connect
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WORK HISTORY
Operations Manager Resource, Forecasting and Multi-channel Systems @Connect
Birmingham, GB
Deliver a Multi-Channel Sales & Customer Service Environment for both B2B & B2C, ensuring systems meet the present and future needs of the business.Developed a consistent comprehension of contact centre processes and systems, enabling the effective utilisation of these skills in future sales roles in creating a more robust sales team and culture, minimising barriers to securing sales.Manage UK and International traffic, maintaining and establishing systems for 300+ inbound lines, 200+ email queues, and 50+ Live Chat sites in a Contact Centre of 70+FTE, leading and supporting a small team in the successful execution of daily tasks.Implement and maintain resource forecasting and budget management, delivering complex reports, utilising CRM system to build call strategies and provide in-depth analysis of results.Manage projects from inception to completion, minimising customer / business impact, using PRINCE2® capabilities and sharing best practice.Currently re-designing the Inside Sales team, managing account segmentation, call planning, budgeting and targets, reporting on results and payback of project, ready to go live Jan 2019.Implemented a resilience project for the contact centre for their disaster recovery process, negotiating and agreeing upgrade of services provided by current suppliers, and enabled contact centre to achieve previously missing critical KPI’s, changing best practice and delivering focused coaching.
EDUCATION
University of Staffordshire
University Graduate Certificate, Business Administration and Management, General
Impact Training Solutions
EDEXCEL Level 3 NVQ in Management, Business Manangement
Stoke on Trent College
BTEC Business and Finance
Kalu Training & Consultancy
Prince 2 Certified - Foundation and Practioner, Project Management
ABOUT MARK RAVENSCROFT
Have secured and developed a vast range of exemplary Sales skills, utilising expertise in securing new clients and advantageously concluding sales processes. Provide focused and tailored training to fully support the development of teams and individuals in the successful execution of sales strategies, leading to solid organisational growth and profit. Consistently lead by example, functioning as Subject Matter Expert and Champion, disseminating knowledge to the team, and devising actionable sales strategies.
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