Experience

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  Health-on-Line & AXA PPP

  • United Kingdom
  • Insurance
  • 1 - 100 Employee

  • Intermediary Support Advisor (Account Manager)

    • Mar 2013 - Present

    In Intermediary support I have dealt with a huge variety of skills & every day running of my role including the following;Taking calls from Brokers offering customer service and sales support with our online applications, coverage and product details. Outbound call new opportunities and build a rapport with them in order to push sales of our product. I outbound call IFA’s and brokerages that are not submitting business and offer them the details of the agency they have been granted as well as sending an email afterward to give them access to the online quote and buy system.I keep an ongoing relationship with my key accounts as well as offering training face to face and over the phone to my developing accounts.I have visited key accounts and developing accounts in order to offer support, keep an ongoing relationship and also to help with training. I updated spreadsheets with Data Entry as well as creating new Spreadsheets and adding graphs to help confirm sales received for my particular client accounts. I have been placed in charge of many projects as well as starting a process and heading it up from start to finish this was known as the Aftercare package, this allows us to stay in touch with our brokers more effectively after a first point of contact has been made, this helps us to provide a brilliant service and has proven a good tool. off the back of this introduction we have received over 37% increase on sales from our “developing brokers”I manage the daily sales between one or two weeks a month pulling the data on all accounts and then break them down to get an accurate reading of monthly performance and progressions. I handle complaints from my accounts which are manageable and don’t need to be sent to our customer relations team for further investigation.I have to be good at administration and organising my work effectively by prioritising my workload and making sure targets/deadlines are met.

  • Projects & Franchise Assitant

    • Mar 2013 - Present

    I am currently on a secondment looking after ongoing strategic projects.My duties include but not limited to internal liaison between stakeholders and project devs. Upward managing two managers diaries ensuring meetings are booked accordingly as well as managing my own diary on a regular basis.I am also the main contact for our franchises.

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  AFC Bournemouth

  • AFC Bournemouth

  • Events Supervisor/Manager

    • Jun 2005 - Present
    • AFC Bournemouth

    • I manage the Away section & other sections at AFC Bournemouth and I am in charge of 25+ members of staff at every game offering them support, being responsible for them and also delegating work accordingly. • I have to brief my staff on the intelligence received from the police liaison and other emergency services as well as rules and regulation changes passed down from the FA and Premier League governing bodies. • I have to Delegate work to my assistant supervisor accordingly making sure that all processes and procedures are carried out accordingly. • I have to work and make decisions in high pressure situations and the consequences of any wrong decision could lead to high risks.• I manage general staff as well as other managers when and where necessary in order to make sure that my staff or the spectators in my area are not going to be put in unnecessary danger. • I have dealt with staff conflicts and managed these situations accordingly. • I am highly trained in Health & Safety & Safeguarding.• I am in constant communication with the general public & VIP customers. • I work as a team and individually using my own initiative to ensure my area is secure and my team are offering good customer service as well as knowing what is expected of them at all times.• Good radio procedure (using the phonetic alphabet) and adhering to the set working guidelines & procedures put in place by the club & the FA.• I have to report incidents, conflicts and emergencies to a high standard to the club and these reports have to be of a standard that could be used as evidence in a court of law. • I attend a yearly AGM to offer opinions on ways to improve customer service, working practices and match day safety.• I partake in training sessions (non-compulsory & compulsory) in order to improve my skills and to make sure I can pass these skills on to my team.

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  Lloyds Banking Group

  • Customer Service Advisor

    • 2011 - 2013

    • I am a Telephony Customer Service advisor and my job role is to give great customer service and to Treat Customers Fairly while amending their accounts and spotting opportunities to upgrade the customer’s policy in order to hit sales targets.• Proficient in products that are dealt with by the Home Customer Services Department• I created an incentive competition around the World Cup in 2010. This had never been done before and this helped to increase staff morale as well as helping the business earn a higher number of upgrades. • For the month that my incentive competition was running the Upgrades in the office increased by nearly 80% which is roughly a monetary value of £77,520.• I used my communication skills to ensure input from all parties concerned throughout the build up and implementation of the competition I ensured that I could maintain a budget for prizes and work strictly to that budget.• I have made the company £6,573.15 in three months by recognising areas in which it would be possible to retain a customer. • I have been doing training to help my Team Leader and in doing so I have to analyse my colleague’s performance and also have to advise on area’s where the advisor might be struggling and coach them in this area.• I used my initiative and created a Feedback request form I received great feedback from other advisors and I have also looked over the feedback and set myself, development areas.