Experience

Alcumus

• United Kingdom
• IT Services and IT Consulting
• 400 - 500 Employee

• Sales Executive

  • Jan 2023 - Present



Citizens Advice

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Team Leader

  • Jul 2022 - Jan 2023



SSE plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Sales Development

  • Mar 2016 - Jul 2022

  Using 10 years experience within the energy industry, I am now part of the management team within the new department of outbound sales. Responsible for the sales and compliance performance of around 50 sales agents, which is still growing. In the short few months of this role, I have undertaken the responsibilities of creating a working instruction for the new sales floor. Assisting in the training of sales techniques along with being responsible for coaching compliance within an outbound sales environment. My latest role in this ever evolving team, is setting up and running sse's first sales academy. This is an exciting time, where I can influence and shape sales agents; whilst they are in the early stages of employment with sse. ·Contributing as part of a project team in creating a working instruction for SSE’s new outbound sales team. Detailing policies from HR to working expectations. Producing a quality and detailed structured document, which the outbound sales campaign will adhere to. ·Taking the lead on compliance across multiple campaigns, that includes Telephone and broadband sales and outbound energy sales. Working with stakeholders within an assurance team to minimise non compliance within the sales floor. ·Managing and running a sales academy team. Ensuring that new Sales Agents who are deemed a ‘risk’ of impacting SSE’s compliance score have full support to minimise this risk. ·Within the academy, setting up, managing and coaching a quality team. This has created a controlled environment; where all sales calls are monitored and corrected before the call becomes non compliant. · Coaching and monitoring the quality team, around the feedback that they provide to Sales Agents. Ensuring that they record feedback correctly, making sure that messages are constructive and have a positive impact to the Agents. · Conducting 1-2-1’s with Agents around KPI’s, providing support and additional coaching to Agents who have additional areas of development.



SSE plc

• Customer service advisor

  • Jan 2013 - Jul 2022

  Customer service advisor for pay go customers under the sse brand of energy suppliers. Customer service advisor for pay go customers under the sse brand of energy suppliers.



British Gas

• Cardiff, United Kingdom

• Customer services

  • Jan 2006 - Sep 2012

  I have a wide range of experience in a call centre that operates within the energy industry. I started in January 2006 and have gradually increased my knowledge of key skills within a customer service environment. I have in depth knowledge of all aspects of customer services, ranging from front line operations to complaint management and team support. I have operated as a front line customer support agent dealing and resolving a wide range of customer service enquiries from billing accounts to providing information on products and services that British gas have to offer. I have always achieved and maintained high conversion rates when selling additional products to customers. As an account manager I take responsibility managing customers with escalated complaints and enquiries, dealing with a portfolio of up to 40 accounts at 1 time. Managing the complaints/esculated enquiries from start to finish, ensuring that customers have one point of contact through the process, from start to resolution. Through my role as team support I offer an outlet to my manager and team members. Delivering all aspects of coaching and feedback in areas of development. Working for British gas has given me a vast knowledge in billing systems, such as Siebel, SAP, Customer work bench. I have vast knowledge in operating microsoft packages. I have also worked on delivering projects to directors of British gas and centrica, as well as taking part in forums in how to drive British gas standing within the energy sector. I would also like to add that in working and dealing with people from different walks of life and backgrounds, has increased my ability to adapt to to any situation in a fast and positive manner.