Paul Sutcliffe

• Managed over 200 long-term customer relationships, totalling annual revenue of €12 million as a team in 2022 delivering on annual target of 20% growth YOY.
• Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
• Launched new products to drive revenue in key markets and territories specializing in Print finishing.
• Trained team of 3 to exceed targets and effectively retain accounts.
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
• Evaluated sales team performance and delivered feedback to drive improvements.
• Built customer loyalty by actioning feedback for enhanced service provisions.

• Tracked weekly sales to develop senior leadership reports for action planning.
• Drove business development by cultivating strong supplier relationships and executing benefit-oriented sales presentations to prospects.
• Increased profitability by developing pipelines using multiple marketing channels and sales strategies.
• Increased revenue growth from existing customers through targeted account management and development with approx. €20k per month of tenure during this time.
• Strengthened profit opportunities by effectively managing time and resources to meet sales objectives.
• Collected customer and market feedback and reported information to company leadership.
• Leveraged rapport with key retail account leadership to up-sell vendor partnerships.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

• Managed high call volume with tact and professionalism.
• Accurately documented, researched and resolved customer service issues.
• Evaluated consumer reports on monthly basis.
• Effectively managed high volume of inbound and outbound customer calls, and used these to deliver average revenue of €30-€35k each month
• Defused volatile customer situations calmly and courteously.
• Prepared reports and communication for senior management and clients.
• Handled day-to-day running of telesales team, ensuring high levels of productivity and exemplary customer relations.
• Supported account manager in improving operations and resolving issues to deliver top-notch customer service.
• Adeptly handled average of 80 of calls per day(50-60 outbound, remainder inbound) generating minimum of €1000 in outbound generated sales daily.
• Assisted customers with questions and concerns.
• Cultivated strong value-added relationships with customers and drove business development by delivering product knowledge.
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.

• Answered customers' questions regarding products, prices and availability.
• Emphasised product features based on analysis of customers' needs.
• Maintained friendly and professional customer interactions at all times.
• Analysed call volume and average call time to monitor Customer Service Representative performance and productivity.
• Managed high call volume with tact and professionalism.
• Managed customer calls effectively and efficiently in complex, fast-paced and challenging call centre environment.
• Consistently delivered on all KPI's for which we are measured including our primary target of 70% win percentage against cancellation calls
• Working tirelessly to retain existing customers as well as endeavouring to maximise said customers.

• Greeted customers in a timely fashion while quickly determining their needs.
• Recommended merchandise to customers based on their needs and preferences.
• Responded to customer questions and requests in a prompt and efficient manner.
• Contacted other store locations to determine merchandise availability.
• Engaged with customers in a sincere and friendly manner.
• Built relationships with customers to increase likelihood of repeat business.
• Promoted from sales assistant to Supervisor within 12 months.
  
• Trained and developed new associates on POS system and key sales tactics.