Senior Key Account Manager - Anystockbuyer ( Wowcher,Onbuy,wish,Gogroopie) - London
(2017-03)
- Working with the UK's biggest daily deal website's ( Wowcher gogroopie onbuy wish )
- Converting web enquiries in to merchant accounts by bringing them on board
- Identifying the correct demographic for the targeted audience
- Utilising the client journey to developing the ad to the Deals going Live - stock allocation
- Building long term relationships as account management
- Develop and enhance all client relationships with in the e-commerce client portfolio
- Develop and maintain excellent communication with clients.
- Working in collaboration with operational management to ensure accurate work instructions are sent to manufacturing departments
- Following company procedures for controlling the work to enable accurate reporting and timely invoicing
- Monitor progression of projects to ensure on time and in full, first time delivery
Outbound Home Insurance Advisor - Mcdowall Media
(2013-01)
Home Insurance / Land Lords Insurance Advisor)
- Offering financial products on a Non - Advised basis
- offering the customer a high level of insurance policies underwritten and brokered by the likes of as RIAS, Saga, LV, More Than, RSA, Paymentshield, Aviva , Legal and General.
- Treating the customers fair and adhering to a high level of compliance procedures in place
- Working from survey data of about 100 leads a day
- Providing fresh quotes to consumers were awaiting renewals with existing insurers and completing sales.
- managing client pipeline - answering all inbound customer queries
- conducting a pricing fact find on their existing policy and their current policy benefits
- Arranging call backs , chasing customers on renewal dates and sending quotes via post/email
- working from a pipeline and having a consultative approach as well as a transactional
- objection handling accordingly but having the utmost faith of the customers interests
- Target was 2 per day to which I was achieving 3 or more, A full track record of sales available.
Outbound Sales Advisor - Swinton Insurance
(2009-12 - 2012-03)
(RFL: COMPANY MAKING AGENTS REDUNDENT) Role: Outbound Sales Advisor Role: inbound sales Advisor Responsibilities:
- making outbound calls to existing customers, taking the customer through security data protection and up selling insurance products.
- overcoming brush offs, objection handling by gaining customer confidence and attention and closing sales.
- Achieving targets by conducting customer service skills obtaining customer consent and maximizing sales.
- Explaining benefits of the products to customers and asking key questions and fact finding customer needs, then according to the customers wants and needs matching customer to the correct product and closing sales.
- I helped coach and train new recruits when they went live, help with closing sales using key words and help them understand verbal nods over the phone, and showed them how to fully understand the ability to display the feature function and benefit of the product to the customer to maximize sales.
- Always closing on leads and using good listening skills and using key objection handling questions to overcome customer worries and concerns.
- Processing customer bank details in the correct manner under the Data Protection Act.
- Worked in an ever growing and changing environment and targets and kept up to date with product knowledge.
- targets varied from 8 to 14 depending on the dialer system, i always achieved in the mid to late 20s on a daily basis without fail, the bonus scheme in place was outstanding and drove me to achieve employee of the month several times and achievement awards off of Jackie Ordish the Director of Swinton Insurance.
- I have a full track record of the time i was employed at Swinton with monthly KPI statistics where i was always on number one as best performer month by month consistently, and i was always in the top 3 all the time I was employed at Swinton Insurance.
Customer Service Advisor - ABBEY (Santander)
(2009-09 - 2009-11)
Responsibilities
- Serving customers over the counter and conducting day to day money transactions.
- conducting accurate cash handling at all times whilst maintaining excellent customer service.
- asking the right questions to understand customer needs and introducing them to one of our personal banking advisers if required.
- building a rapport with customers and offering them alternative ways of banking.
- being polite and being a professional at all times offering high level of customer each time every time.
- made customers aware of any new abbey accounts and informed them of any approvals.
- accurately counted cash and made accurate deposits and withdrawals.
- met the branch's targets for the week effectively and always looked to cross sell e.g 9 accounts to be opened every week.
- dealt with any customer queries regarding blocks on their accounts or bank charges.
- Objection handled when required to used excellent retention skills to retain customers
- Displayed excellent communication skills and used a variation of different languages to communicate with customers in order for their needs to be met.
Inbound legal claims specialist - Minster Law Solicitors
(2009-07 - 2009-11)
Minster Laws vision for market leadership is quickly becoming a reality as we increase our client and customer offerings into broader legal disciplines. In fact, Minster Law aims to be a top 25 UK Law Firm by 2011. Role: Inbound legal claims specialist Responsibilities:
- Handling upto 50 calls a day regarding personal injury and hire.
- Processing claims from clients at first point of accident and capturing all the relevant details.
- building strong rapport with customers to give a second to none professional customer service at all times.
- Instructing personal injury to customers when needed.
- engaging customers for crucial information to identify any sales opportunities and cross sell products
- Instructing Hire cars when needed for our clients and giving second to none customer service at all times.
- dealing with individuals and demonstrating an appropriate level of empathy.
- Produced a high standard of work quality with attention to detail at all times.
- updating the system after each call, making mid-term adjustments to customer records whilst keeping an excellent call handling time.
- Overcoming objection by key analytical questions to retain customers.
- assisting customers with the claim policies and explaining the policy in depth detail so customer fully understands the policy
- working in a strict target driven supportive but competitive team environment and exceeding targets and customer expectations.
- showed strong desire to support and be competitive amongst individuals within a team.
- Maintain a positive, professional attitude at all times.
- always maintained ability to talk on the phone and use 3 computer systems simultaneously
- perfected alphanumeric skills with good numeric and literacy skills, excellent time management skills and excellent verbal communication skills
- when needed used excellent listening skills to retain customers strategically analyzing all situations to determine the best results for the business and the customer
Inbound/outbound customer service/sales advisory - Bradford and Bingley
(2009-03 - 2009-04)
Responsibilities
- Handling high volume of inbound calls from existing and potential customers on savings products.
- Building a rapport with the customer to identify customer needs.
- engaged customers by listening carefully to identify sale opportunities and then referring customers to branches and the correct departments
- received ongoing training for new products and developed excellent understanding of the banks products/services and their features.
- dealt with queries regarding transactions, Direct Debit payments, Standing Orders, account transfers.
- Ensured customer received all the correct and appropriate information with each call.
- Detected any fraud, money laundering or suspicious behavior.
- updated the system after each call and maintained excellent call handling time.
- worked under pressure and was resilience when faced with objection and overcame this by patience effective Questioning to retain the customers
- I gave excellent customer satisfaction and always went the extra mile for all my customers to ensure their demands were met.
outbound Customer service professional - Vodafone
(2007-11 - 2008-01)
Responsibilities
- Provided quality customer service with a high volume central processing and distribution center.
- Responded to customer calls and inquiries regarding products, warranty issues.
- Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills.
- Kept apprised of products, services, promotions and warranties.
- Communicating and dealing with Staff queries.
- Dealing with inbound calls from existing customers regarding billing inquiries whilst not shying away from sale opportunities.
- Matching customers with accurate products and services.
Account Assistant - Apex Accountants
(2005-02 - 2007-11)
part time permanent position) (February 2005 - November 2007) Apex is based in Killinghall Road Bradford, Bookkeeping, Payroll, Cash flow Management, Management Accounts, Taxation & Self Assessment, Company Formation are there main services. Role: Account Assistant Responsibilities: This position involved me working for an accounts company my main duties were:
- Dealing with customers face to face.
- Dealing with any inquiries over the phone and email.
- Preparing letters for outstanding debts, outstanding arrears and negotiating payment plans by making appointments.
- conducting day to day book keeping.
- Working with formulas, calculating invoices, help set up accounts, inputting data on a database,
- I also prepared wage slips and conducted general office duties.
- Offered high level of customer service and accurate cash handling, also updated client databases.
Outbound Sales Advisor (Packaged Bank Account)
- working from a circa of 50 leads per day acquired on a phone survey where customers confirmed they currently hold a Packaged Bank Account.
- Mainlining a very relaxed approach - the aim to get the customers up to date with latest news on the Misselling of packaged bank accounts
- confirming the benefits attached to the account (mobile insurance, travel insurance) - and taking initial instructions to establish whether there was eligibility for a claim
- Once the criteria was met then a solution to get all of their money back was set in motion by transferring as a Hot Key to one of the claim administrators.
- The key was exceptional customer service with good rapport to establish trust
- Closing on each call, presenting - fact finding - and offering a service as a solution
Outbound Sales Advisor: (Pension Review Advisor)
- Working from 100 leads per day obtained from a phone survey where customers stated they have one or more frozen pensions
- The service: a free no obligation pension review conducted by an FCA Regulated IFA
- Working on a non advised basis - performing a thorough fact find
- Asking probing questions to establish the amount in a pension pot
- updating consumers on the new legislation coming into force in 2015
- confirming the amount the customers paid in, the years active excluding final salary pensions
- once the criteria was met - the service was sold in how we can offer a solution by completing a Hot Key Transfer to one of the pension administrators.
- Explaining the importance of a financial review so the customer isn't effected by the changes
- touching on factors that might affect a pension (managing fees, stocks and shares, investments)
- offering the complete satisfaction of a free report which would display all the above and give peace to confirm whether the pension is performing correctly or not.
- Target was 2 Hot Keys a day to an appointment for the IFA, Sales statistics available upon request
Life Insurance Advisor — Outbound Sales Advisor
- Worked as a life Insurance lead generating agent working from 50 to 75 leads per day
- generating interest by asking about existing arrangements and cross/up selling when applicable
- explaining the features and benefits and the long term investment of the product
- giving peace of mind by explaining personal protection policies on a non advised basis
- Gaining the customers agreement for a personal protection review by creating the importance
- The key was to establish current arrangements and benefits of their existing plan and then offer the service of getting them up to date so they are fully protected.
- Explaining the extra benefits that can be added on to a whole of life policy (income protection or critical illness cover)
- Once customer interest was established the call then was transferred as a Hot key to one of the Life Insurance Administrators.
- very competitive market - target is 3 Hot Key transfers per day
Outbound Lead Generator / B2B packages /Outbound Senior Debt Management Adviser - Safehaven Financial
(2012-04 - 2014-01)
Responsibilities
- Working from an automated dialer system as I did at Swinton Insurance
- speaking to roughly 100 customers a day and converting 20 percent
- Fact finding from consumers to determine the solution for their financial difficulty, asking key questions to match suitability
- overcoming objections and brushoffs from the initial 30 seconds from reluctant customers who don't want to give any personal information out.
- performed a thorough fact find, found the need and sold back the benefits in an assertive manner
- effectively neutralizing the customer journey by effectively fact finding taking the customer through the call process of denial to realization and then offering the solution.
- progressed onto become a senior debt adviser, offered suitable solutions to the customers and performed a full fact find on expenditure and affordability to determine the best plan, whether a DMP or IVA.
- worked in a very fast paced customer focused environment no two calls are the same no two circumstances was the same, showed a great deal of empathy and listened in sensitive matters and reassured customers and offered our services in what we can to find a solution.
- minimum debt on average was over 2000 which included credit cards loans overdrafts the accumulative debt level on average was between 2000 to 14000.
- showed patience and resilience in a hostile sector where gaining customers confidence and interest was at times challenging.
- I took ownership and responsibility to maximize the leads and demonstrated listening skills and patience as customers usually were very emotional and upset.
