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Ian Chapman

Ian Chapman

Currently seeking new opportunities

Currently seeking new opportunities

Sunderland, United Kingdom

I am experienced in the Contact Centre industry; Inbound and outbound, Cold Sales, Sales through Service, Customer Services, the Gaming Industry, Retail, Cosmetics, Fitness, Insourcing and Outsourcing, Back Office, Front Office, Administration and Business Continuity Planning. I am also experienced in Warehousing, Fulfilment...

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Currently seeking new opportunities

Currently seeking new opportunities

An experienced contact centre manager, tenacious and proactive approach have resulted in significant success across various sectors. My excellent networking skills have provided my team with clear and concise direction, and my ability to develop client relationships has resulted in contract growth with a number of world firsts to my name. With 19 years in contact centres, working in both inbound and outbound centres, live chat, email support, sales and customer service. Currently seeking a new challenge which will utilise my meticulous attention to detail, and friendly, professional manner.

Key Achievements
• Setup a contact centre for BMW UK, providing them with a world first opportunity to sell vehicles directly to the public (by-passing the dealership network)
• Setup a contact centre and a new dealership for Fiat UK, based in Solihull Shopping Centre providing a new way for customers to purchase vehicles directly from the manufacturer
• Setup a contact centre for Moneysupermarket.com, providing an alternate method for the company to deal with the public, allowing their customers to speak with someone to assist in making informed decisions re critical purchases
• I setup and ran 3 departments within a contact centre, Quality Assurance, Compliance and Risk
• Managed my team for less than 1% attrition while working for LloydsTSB in the contact centre over a period of nine years (with only 2 staff leaving)
• Managed relationships with multiple clients across multiple sectors, providing growth and increased profits