MARTIN HAWKINS (martfat@hotmail.co.uk)

80 Nettlecombe, Furzton, Milton Keynes, MK4 1JQ Telephone: 07982 133 721 DOB: 19/5/86

Personal Profile:

Highly dedicated ambitious professional. 12 years sales/customer service experience and 3 year’s managerial experience. Excellent customer service and sales skills. Very confid-ent and self motivated. Strong interpersonal skills. A supportive team leader/member with a cheerful approach, who always motivates and inspires.

Key strengths and Achievements:

Highly trained in all aspects of sales and customer service - took part in a five month personal development programme fully funded by a leading retailer

Handpicked to join a select number of staff for a new, flagship department selling electrical products and new technologies

Received in-depth sales training within a high street store Proven ability to meet and exceed targets - Won RIG Energy's outright performance

related holiday competition Leading Business Development Executive at ROI for every month I had a target leading store salesman for three consecutive months selling landline contracts Chosen to represent companies as a delegate attending nationwide events Chosen to represent company when meeting Consultant Surgeons Superb communicator at all levels

Career History:

June 2015 - Present. Return On Investment Business Development Executive (B2B) Linford Wood. MK.

This is a skilled role providing qualified leads and appointments to field-based sales pro-fessionals working for SEAT.

This is a crucial role in ensuring the customer facing SEAT (VW Group) Local Business De-velopment Managers are supported in a variety of tasks and maximising their time in front of SME fleet decision makers.The role is a busy, challenging position and involves managing your own database and making high volume, proactive outbound phone con-tact to Small Business Users. You are constantly updating the CRM system with Fleet in-formation and contact notes etc.

I work with the Dealership / LBDM's to effectively plan territory-penetration, appointment setting for new business.

Jan 2015 - April 2015. Customer Representitive. Charles Tyrwhitt. Bletchley, MK.

As a member of the frontline team I take full responsibility for every customer I deal with and perform any duty that will mean our customers receive only the best service. An-swering a variety of inbound calls taking requests, answering queries and problem solv-ing. Making outbound follow up calls when necessary, answering queries relating to the website and responding to e-mail's.

April 2013 - Dec 2014. Customer Service Manager. Ladbrokes. Central Milton Keynes.

I manage various shops throughout MK. My goals are assistIng in growing the local mar-ket share by targeting new customers. I also manage and help train other members of staff. I deliver success on key products. I always make sure shop is fully compliant with law and legislation.

Throughout the day I engage customers pro-actively and respectfully at the earliest op-portunity. I enjoy creating positive customer experiences. I do this whilst delivering out-standing levels of customer service. When managing I ensure I lead by example ensuring all colleagues conduct themselves as ambassadors of the brand. I make sure the team understand, meet and exceed their gross shop and OTC targets. I left here as I could no longer commit to weekend work.

Feb 2013 - March 2013. NVQ Training. Harrow College.

I completed 3 courses and gained qualifications covering Customer Service, Communica-tion and Complaint Handling.

Sep 2012 - Jan 2013. Call Centre Agent. Maintenance Management Ltd. Mount Farm. MK.

MML is a primary call management facility responsible for the day-to-day management of maintenance faults within Client Corporate Offices, Department Stores, Distribution Centres and Supermarkets. Overview of Duties: I take incoming calls from Clients either reporting new maintenance faults or chasing outstanding/current maintenance faults. I take incoming and make outbound calls to contractors to log, assign and chase jobs. Ad-ministration of Minor Maintenance requests. Administration of re-active calls. Escalation of calls from Client senior staff. I complete all these tasks whilst maintaining financial awareness of the company and adhering to my duty of care including MML's Health and Safety, Environment Policies and Corporate Social Responsibility. Left to continue my education.

Aug 2012 – Sep 2012. Volunteer. Queensway Bletchley. British Heart Foundation.

Volunteering as a shop worker. Duties are sorting clothes and other household products, steaming clothes, working at till or on shop floor and general cleaning.

May 2012 – July 2012. Work Management Co-ordinator. Imserv. Linford Wood. Temporary

Main duties include confirming at least 20 appointments per day. This is for Engineers to either fix, install or upgrade Gas and Electric meters. I have to co-ordinate, maintain and generate 6 engineers daily work schedules. I do this by generating leads, confirming ap-pointments and planning their daily work. I have to take into account each Engineers in-dividual Qualifications, locations willing to travel, daily minutes available and time takes to travel from home to each job, complete said job and travel to the next. I am monitored by various KPI's including outgoing calls, confirmed appointments etc.

June 2011 – Feb 2012. Health Advisor. NHS Direct. Linford Wood. Temporary

I answer calls on all symptomatic, medicine and health related enquiries. Duties of the role include completing health assessments and determine the priority of the outcome depending on the information provided. I handle a high volume of calls, due to the nature of the business these calls can vary massively. The variety of calls can range from for ex-ample, a mother calling on behalf of an ill child, to a patient having an allergic reaction to medication and escalating to calls regarding heart attacks and at times even patient deaths. I make sure I maintain a high level of professionalism with every call. With this level of responsibility I have to always adhere to my duty of care, meaning being attent-

ive to patients needs and listen out and probe for key indicators. Such as underlying health conditions and current medications, where they are, who with etc. Most import-antly I have to be able to understand and use my knowledge and experience to be able to manage these situations and circumstances. I do this using my customer service and life experience skills. I was the 1st out of 40 new starters in my induction group to com-plete all the necessary assessments (126 of them) in order to pass training. I thrive in high pressure situations and am now looking to join an environment in which I feel my Customer Service skills and Sales experience are best suited.

September 2010 – June 2011. Resourcer/Head-hunter. RIG Energy Recruit. CMK.

During my time here I was very successful in my role. My duties mainly consisted of Headhunting/Resourcing Engineers covering all the Energy/Utilities sectors, such as: Gas Engineers, Water Meter Instillation Engineers, Leakage Inspectors, Electricians, Plumbers, Solar Installers, Estimators and Quantity Surveyors etc. I effectively resourced the full scope from Commercial, Domestic and industrial sectors. Ranging from Engineer level to Senior Management level. This was on a permanent basis and Full time/part time con-tract basis. I have also implemented large scale recruitment programmes. All of my ap-proved candidates that I put forward for a position are qualified, experienced, vetted and fully referenced and compliant. To achieve this I was primarily on the phone making the necessary calls. Also I processed weekly timesheets and spent a lot of time doing admin work. I used many methods to achieve my goals such as using my excellent interper-sonal skills, vetting skills and sales techniques. I always make sure I secure commitment from my Engineers, whilst maintaining excellent customer service and ensuring satisfac-tion. I often had to network whilst resourcing, this helped me gain job and engineer re-commendations. I have often canvassed, resourced and filled my own positions to ensure I reach my KPI’s.

At RIG Energy I won their outright performance related holiday incentive competition. I was targeted in my 1st quarter to aim for 6 contractors out as a minimum and aim for 10 to receive an enhanced bonus. I finished the Quarter on 28 contractors out. Subsequently I won a trip to Las Vegas and a nice bonus to spend.

I feel as though this experience has optimised my ability to deliver a highly targeted effi-cient service to clients and candidates alike, whilst fulfilling their expectations and con-stantly delivering on promises. My time at RIG Energy has very much helped me progress as a professional and further improve and develop my abilities. I have proved in another new environment I can adapt and be successful. I now feel as though I am a Business specialist within this market.

I was unfortunately made redundant on the 24/6/11 due to a variety of reasons affecting the Business.

September 2009 - July 2010. Senior Recruitment Consultant. Locumlinx, Knowl-hill, MK.

Daily canvassing of NHS Hospitals/Private Hospitals for positions. Building relationships with candidates and clients alike. Making availability calls, calling all candidates on a daily basis. Processing the weekly timesheets to ensure all Locums were paid on time. Making sure that quarterly trackers were fully up-to-date and accurate for future fore-

casting. Regular Client visits throughout the country. Working closely with the Compli-ance team to attain all necessary paperwork from our Locums to enable us to place them in a position. Assisting with the training of new starters. Making sure myself and the new starters were all exceeding our KPI’s.Involved in the 24 hour on-call Rota to help with any problems during the weekends/bank holidays that Clients/Candidates may have. Negotiating hourly pay and hourly charge with Candidates and Clients respectively. Working closely with my Resourcers to make sure they were getting all the assistance required and forwarding leads to them to follow up. Liaising with the Divisional Manager to discuss the teams input, allocate commission to the team members based on GM and KPI’s. Held the team meetings on a weekly basis and dealt with any queries. Left here due to Redundancy.

April 2008 - August 2009: Assistant Manager. Tote Sport, Bletchley, MK.

I started as a part time cashier and after two months I passed my accreditation 2 (Pro-gression test) and achieved a pay rise and was offered full time hours. A further 2 months later I passed my accreditation 3 and 4 and was promoted to the position of As-sistant Manager. Now my position entailed opening, running and closing the shop from 08:00-23:00. I was responsible for 2 cashiers. Of whom I managed and also trained. Mainly my duties were to take and translate bets and deal with all customer enquiries and complaints. Whilst running the business I had many targets to meet e.g. achieving and maintaining a profit percentage target of 35% for the week and month. Left here for better career prospects as I could not progress any further within the com-pany.

Aug 2007- March 2008, Full time parent and Carer.

June 2005 - July 2007: Technology assistant. ASDA, Bletchley, Milton Keynes.

On successful application, I received 5 months specialist training. This included health and safety, diversity, interpersonal and team building exercises. I was also trained in various Sales techniques from Sales Managers who worked for the mobile phone com-pany Vodafone. I became one of only five fully trained ASDA colleagues for the Milton Keynes area working within the newly appointed technology department. My job primar-ily entailed advising customers both in store and via telephone. I sold all Technology goods including phone contracts, Sat- nav’s, MP3 players and T.V’s.I left comet for a career change. I became a Tree Surgeon assistant for MK Trees. The pay was much higher, although I quickly realised my skills are not best utilised for this role.

Oct 2003 - May 2005 Salesman. Comet, Milton Keynes.

Whilst working at comet I was given the opportunity to receive specialist training in all aspects of sales, and was also taken on product a knowledge course. I worked my way up from part time till assistant to full time salesman in 2 months due to selling more on the till than the Salesmen were on the sales floor. I sold all white goods and electrical appli-ances. My main responsibilities were to achieve sales, warranties and contract targets.

Education and training:

September 1998 - July 2002, Shenley Brook End School, Milton Keynes

GCSE’S- English C Math’s C English literature B Science C

In addition to the above, I have undertaken extensive on-going training when working in the retail sector, including development in the following areas:

- Customer service - Sales - Health and Safety - Team Building - Interpersonal Skills - Diversity