Client Relationship Manager

• Nov 2022 - Present

Financial Benefits Consultant

• Mar 2022 - Oct 2022

• Whole of market independent insurance to UK B2B clients on group risk and health insurance. • Retention and upselling of relevant insurance and employee benefits through a holistic broker-client relationship. • Liaise with multiple insurers to understand product offerings, resolve queries and obtain the best pricing for clients. • Provide on-going service support to clients throughout the life of their policy. • Review the market and prepare reports for clients outlining the benefits and costs of each option and advise on the best options. Show less

SME Account Manager

• Oct 2021 - Mar 2022

• Commission-based B2B sales role focused on the retention and expansion of multi-million-pound portfolio of over 100 clients and brokers worth over £2.5 million. • Balance the needs of price focused customers and broker’s whilst achieving GWP goals to hit personal targets and achieve business growth objectives• Ad-hoc management and servicing of my client’s service need and make judgements based in a customer-focused ethical manner in adherence to business rules and processes.

UAT Lead

• Oct 2020 - Sep 2021

I was responsible for testing the integration of an off-the-shelf fraud engine into the businesses existing CRM system. I had to design and execute test suites, manage additional business testers and collate results for reporting and UAT certification.This role was only a 12 month secondment and I had to return to my previous role.

SME Account Manager

• Jan 2019 - Sep 2020

• Commission-based B2B sales role focused on the retention and expansion of multi-million-pound portfolio of over 100 clients and brokers worth over £2.5 million. • Balance the needs of price focused customers and broker’s whilst achieving GWP goals to hit personal targets and achieve business growth objectives• Ad-hoc management and servicing of my client’s service need and make judgements based in a customer-focused ethical manner in adherence to business rules and processes.

Claims Management Consultant

• Jul 2018 - Dec 2018

• End-to-end handling and resolution of complex claim queries from multiple stakeholders. Taking ownership of cases to ensure the correct customer outcomes and policy adherence. • Required the ability to explain sometimes complex investigation and information requirements, succinctly in a way that could be understood by stakeholders.

Customer Service Consultant

• Jul 2016 - Jun 2018

• Multi-skilled customer service agent servicing customers, brokers, providers and service partners across phones, emails and webchats.• Consistently performing to the required targets in quality, customer satisfaction and productivity.• Regularly involved with opportunities to diversify my skills, network and support others. Acted as a Customer Service mentor to new starters as a ‘floor walker’ during their training period.• Proactively tried to offer suggestions to stakeholders via appropriate channels to improve the service of our customers or the efficiency of our agents. Show less

Customer Payment Solutions Advisor

• Sep 2015 - Jul 2016

• Inbound call centre dealing with customers debit card queries and raising dispute cases. • Ensuring customers are treated fairly, within FCA regulations whilst remaining empathetic to their often-sensitive financial situations. • Proven ability to thrive during high pressure situations whilst maintaining first contact resolution and accuracy. • Inbound call centre dealing with customers debit card queries and raising dispute cases. • Ensuring customers are treated fairly, within FCA regulations whilst remaining empathetic to their often-sensitive financial situations. • Proven ability to thrive during high pressure situations whilst maintaining first contact resolution and accuracy.

Marketing and Showroom Manager

• Jun 2013 - Jul 2015

Working in a SME of less than 10 staff allowed me to experience aspects of business that I may not have developed in a more focused marketing position. SAM Leisure are market leaders in the cue sports supply and commercial leisure equipment market. My role was to develop the retail showroom and establish digital presence for SAM Leisure, whilst not ‘stepping on’ our existing B2B customers. I had an active role in developing and launching SAM’s exclusive new range of ‘Duo’ Dining/Pool tables into the UK market and exhibiting these to B2B and B2C trade shows. • Responsible for all marketing activities, reporting directly to the Managing Director. • Developed an understanding of the a niche industry (cue sports) without previous experience. • Increased average monthly showroom sales by 65%. • The Facebook page has grown from a page with just 11 likes into a direct marketing tool with nearly 1,500 fans. A targeted advertising campaign aimed at people already interested in cue sports helped us grow and generated valuable retail sales. • I organised and produced the marketing materials for trade shows; display panels, brochures, price lists. • Greatly improved my telecommunication skills compared to my previous positions. Show less

Charity Fundraiser

• Jul 2012 - Jan 2013

Door-to-door fundraiser, raising over £3,000 for charities such as Save the Children, Mencap, Oxfam 365 and the Anthony Nolan Trust. • Friendly and enthuastic delivery of a structred '6 step pitch' to introduce myself, educate, build relationships and secure worthwhile long-term donations for the charities. • My adaptability, interpersonal skills and ability to answer questions developed rapidly, meeting many types of people from different backgrounds. Training was provided by my team leader and the supportive management team also helped my skills improve. • Challenging but achievable target driven environment encouraged effort and allowed me to see how I was performing against; team, office, region using a 'traffic light system'. • Worked a week-long national fundraising event in Wales with 1,000 other fundraisers for an Oxfam 365 campaign. Show less

Retail Sales Advisor (Seasonal)

• Nov 2011 - Dec 2011

Customer service and personal selling in a small O2 store. I am passionate about technology this was a fantastic experience to work with some of the fastest developing technology in the world selling mobile phones, tablets and mobile internet. • Product knowledge was already developed from personal interest in the sector, transferring this breadth of knowledge to customers in a helpful and informative way was critical to allow customers to make the right decision for them. • Sales and target driven environment but was not commission based allowed me to focus on quality customer service and assess personal and team performance. Performance assessed on customer 'text back' feedback. • Up sold complementary products such as insurance and accessories. Show less

Textiles Department

• Mar 2010 - Sep 2010

Worked part time in the textiles department of a busy city center IKEA store at the same time as my Marketing Assistant position at Trinity Expert Systems. • Customer service, stock management, team work, creating sales displays, punctuality. • Made myself approachable and helpful to customers to make sure they had a positive shopping experience at IKEA. • Worked as part of a 10 person team on one of the largest departments in the store maintaining levels of cleanliness and organisation persistently. Show less

Marketing Assistant

• Oct 2009 - Sep 2010

Worked in the marketing department of a medium sized IT Solutions company, at the same time as my part time position at IKEA. Originally as a volunteer but then a paid member of the team. My role was to collect market research and collect contact information of IT managers in organisations, identifying potential sales opportunity for the sales and marketing teams. • Assisted the marketing team collect, organise and analyse customer data and market research, reporting directly to the Head of Marketing. • Assisted the production, design, deployment and monitoring of e-mail campaigns. • Gained telecommunication skills and personable telephone manner when deal withing potential customers. • Administrative office assist tasks; photocopying, proof reading, typing and office presentation, tea making. Show less