Experience

William Russell

• United Kingdom
• Insurance
• 1 - 100 Employee

• Retention Specialist

  • Jan 2022 - Present



HealthCare International

• United Kingdom
• Insurance
• 1 - 100 Employee

• Sales Administration Manager

  • Aug 2017 - Jun 2021

  Ensure any business-related matters are planned and communicated with the team. Prepare meeting agendas, perform research for meetings and take minutes.Discuss quotations on products and plans on existing policies upon request and potential clients.Communicate terms to customers and to outsourced service providersProcess individual and group new business application from the registration to handover to the customer.Develop and maintain beneficial working relationship with business partners and clients by conducting office visits and client presentation if needed.Perform basic bookkeeping such as invoicing, follow up with receipts and payments on time and manage Aged Receivables and Payables.Manage client’s accounts, ensure a smooth process and implementation and correct documents have been issued.Prepare reports contributing to company statistics.Handle calls and enquiries, respond to emails and documents request on behalf of the directors if needed Show less

• Customer Service Executive

  • May 2011 - Jul 2017

  Primary point of contact for customers with queries, complaints, or request regarding their policy.Hold conversations, validate and screen individuals over the phone or in person and identify clients' needs to achieve satisfaction and ensuring all complaints are responded in a timely, professional manner and that all communications are logged, and that all relevant data is held and maintained.Manage portfolio of clients and issue necessary notices.Mediator between customer and corresponding teams for any disputes that arise. Provide support to other departments when required and sometimes seen as having a role in sales by offering alternative options and upgrades.Perform general clerical duties scanning, filing papers, making copies & distributing them to all concerned teams and other duties in line with scope of work and as assigned by the management. Show less



Advanced Contact Solutions, Inc.

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Representative

  • Apr 2009 - Nov 2010

  Explain details of member's coverage as per the provided schedule of benefits. Keep records/logs of client interactions, process client request. Handle client complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure solution. Direct clients to the proper resources for further assistance with their concerns. Explain details of member's coverage as per the provided schedule of benefits. Keep records/logs of client interactions, process client request. Handle client complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure solution. Direct clients to the proper resources for further assistance with their concerns.



Infonxx Inc

• United States
• Information Technology & Services
• 1 - 100 Employee

• Customer Service Representative

  • Apr 2005 - Nov 2007

  Manage large amount of inbound calls for directory assistance services. Inform client of the details available for residential to commercial listing. Assist driving directions, update weather forecast and movie listings. Manage large amount of inbound calls for directory assistance services. Inform client of the details available for residential to commercial listing. Assist driving directions, update weather forecast and movie listings.