December 2019 – Current Vitality
Customer Service Advisor
- Answer customers telephone and written queries and take ownership for their resolution
- Processing claims in an accurate and timely manner
- Assessing and analysing accounts and invoices in line with department KPI’s
- Resolving all complaints within 72 hours
- Updating customers details to maintain data accuracy on all three CRM’s
August 2014 - November 2019 Cartax Radio Cars
Customer Service/Retentions/Sales
- Proactively approaching drivers and using a tried and tested sales structure to persuade them to leave their company to join ours
- Taking calls from customers and entering details into the operating system
- Handling all complaints promptly and effectively to minimise disruption.
- Retained key accounts and secured a valuable account representing £600000 in business.
- Managing customer and driver details database to maintain our excellent four-star rating.
- Processing transactions such as withdrawals and bank transfers.
- Training new staff on our policies, customer service and IT systems
Reason for Leaving: Loved the role but the owner has sold the business
May 2012 - July 2014 LBM
Direct Sales Advisor
At LBM I worked on three different campaigns on behalf of Vodafone.
- The first campaign was additional connections for existing customers. sold them an additional line, either a mobile phone, a tablet or mobile internet device.
- The second campaign was winback, we rang customers who left Vodafone and brought them back from a different network.
- The final campaign I worked on was MBB EBU, we had to sell additional products B2B, we had to find a need or if that wasn’t possible, we had to create a need.
- Consistently exceeding sales targets and KPI’s.
- High level customer service on every call.
Reason for Leaving: Unhappy with the business culture and lack of career prospects.
