Telecom service provider Unicom, which specialises in business-to-business connections, has appointed Sam Sadreddini from Northenden and Lee McEvoy from Fallowfield to the new roles of Section Manager.
Sadreddini and McEvoy – both 25 – will oversee the five customer relations teams which make up Unicom’s customer relations department.
The promotions come in conjunction with the appointment of Janette Palmer to the position of Customer Relations Director – a board level position. Both Sadreddini and McEvoy will report directly to Janette on all customer relations issues.
Unicom’s Customer Relations department comprises five teams; customer contact administration, change of ownership, correspondence, retentions and escalations.
Sadreddini will head up the customer contact administration, change of ownership and correspondence teams, which together total 12 employees, while Lee will manage the retentions and escalations teams – also totalling 12 employees.
Sadreddini and McEvoy joined Unicom in 2003 and 2004 respectively after graduating from university with BA Hons degrees. Both have steadily progressed their careers in the organisation, working their way through sales manager roles and varying customer relations departments.
“I began as a retentions advisor but set up the correspondence team as Unicom grew and eventually also formed the escalations department. Today I manage both retentions and escalations making sure that any disputes are resolved to the customer’s satisfaction and problems are solved quickly. We work very hard to keep our customers happy and I think that shows in Unicom’s success,” said Lee McEvoy.
Said Sam Sadreddini: “I started in sales and then credit control and eventually made my way into customer contact administration. Progression has been quick and the work is always challenging and different everyday
– the team can be doing anything from responding to customer queries to trouble shooting to dealing with change of ownerships – but ultimately the customer is at the centre of everything we strive for.”
Their work pays off – Unicom’s customer retention level is currently running at 86% against a sector average of around 70%. Of the 14% lost, only a third go to competitors, the remainder being businesses that close or move premises for one reason or another, which is beyond its control.