Samuel Tomkinson

• Managing the restructuring of the team into a multi tier structure due to fast growth and expansion. • Ensuring multiple levels of support are delivered within set SLA targets. • Overseeing the creation of new processes and procedures • Reporting & creating content for Weekly, Monthly and Quarterly business reviews. • Ensuring target criteria set by the client (KPI’s andSLA’s) are met. • Ensuring team members receive appropriate support and feedback.

• Managing a team of specialists to cover APAC, AMER & EMEA regions. • Creating and updating processes and procedures. • Ensuring the team maintain high quality service to the client. • Reporting & creating content for Weekly, Monthly and Quarterly business reviews. • Ensuring KPI’s and SLA’s are met. • Ensuring team members receive appropriate support. • Workforce management. • Case creation & reporting within CRM system (Salesforce).

• Salesforce case creation, reporting and dashboard expert. • Internal Weekly & Quarterly Newsletter creation/design. • Creation and maintenance of internal websites for stakeholders and consumers. • Creating and maintaining processes for internal procedures. • Completion of Sellbytel Supervisor Training Program • The creation & management of a Non Technical Support Team of 7 agents.

• Driving new business by calling new leads,selling the appropriate product and service, and managing the account. • Managing an existing portfolio of 700+ companies, proactively managing these accounts in order to increase their overall portfolio. • Daily contact with all levels of field in order to offer the best service for existing and new clients, while maximising company revenue. • Targeted on daily volume of calls, monthly targets for new contracts, and quarterly revenue targets.