Paul Regan

Visionary
DISC Type : Ds

Customer Service Manger - Collections at SSE plc

Cardiff, Wales, United Kingdom

Overview

Paul Regan is a seasoned Customer Service Manager with a 17-year tenure in the energy industry at SSE. His expertise lies in relationship management, performance management, and process improvement within both B2C and B2B environments. He currently leads a third-party relationship team and oversees a litigation process in business collections.

Interesting fact: Paul has dedicated his entire 17-year professional career to advancing within one company, SSE, progressing from a customer service representative to a manager of complex, multi-site operations.

Personality Overview

Objective Evaluator

Direct & Assertive

Fast But Thoughtful

They might take some time to make their mind up but once they do, they don't change it easily.  Reading between the lines and seeing beyond your words comes naturally to them. They exhibit a rare combination of being result-oriented but patient at the same time.

Topics They Care About

B2B Debt Collection
He is currently responsible for implementing and overseeing strategies for collecting aged debt from business customers across three U. K. sites.
Performance Management
A core part of his experience involves coaching and managing teams to meet strict SLAs and KPIs, ensuring both compliance and efficiency.
Process Improvement
Listed as a key area of experience, focused on enhancing operations within customer service, billing, and collections.

Media Appearances

Paul has no verified media appearances

Work History

4-2022
Customer Service Manger - Collections at SSE plc
3-2018
Customer Service Manager - Billing at SSE Business Energy
6-2012 - 3-2018
Customer Service Team Manager at SSE plc
1-2010 - 6-2012
Team Coach at SSE plc
6-2006 - 1-2010
Customer Service Representative at SSE plc

Education

1998 - 2005
Education details unavailable from Bassaleg Comprehensive

More Information

Social Presence :

Prographics :

Exp : 19 Location : Cardiff, Wales, United Kingdom Job Level : Middle Designation : Customer Service Manger - Collections at SSE plc
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Insights For Selling To Paul

During A Call Or A Meeting

DO's

  • Stick to your standard pitch and qualifying script, don't try to wing it
  • Let them know of potential risks but suggest mitigation methods alongside
  • Suggest clear next steps with confidence, don't be vague or hesitant

DONT's

  • Don't take their patience for granted, avoid long-winding sermons
  • Avoid putting conscious effort into relationship-building
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Paul is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Paul

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Paul move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Paul take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Paul

Personality Compatibility


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