Experience

Tela Technology

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Head Of Customer Support

  • Oct 2012 - Present



PMGC Technology Group Ltd

• Customer Support Team Manager

  • Sep 2017 - Present

• Customer Support Team Leader

  • Oct 2013 - Present

  Key Responsibilities• Motivate and inspire team members and provide effective leadership of the team.• Main point of contact for customer escalations relating to any queries and/or disputes, including any complex escalations passed over by team members.• Support any training requirements across the team cross-referencing the Training Matrix and identify any further training that may be required. Raise with the Head of Customer services as and when necessary.• Oversee and ensure a fair allocation of tickets to all team members.• Monitor and ensure that the CRM System is up to date and accurate. Address accordingly where this is not the case.• Ensure that all relevant information required for Team Members to fulfil their roles is disseminated as soon as it is received/known.• Maintain a high level of customer service for all support queries and adhere to all service management principles.• Liaising with our Partner Company to assist customers with a variety of requests and technical issues.• Ensure there is an adequate level of support during working hours, i.e. 0830 – 1730 hours and monitor that this is adhered to. Same applicable for Out of Hours Support.• Take ownership and regularly communicate with users/customers providing updates on the progress of their query and ensuring that the team follow suit in line with established OLA’s• Answering incoming customer and technical support calls and emails and log correctly.• Assist the Head of Customer Services as and when required.• Promoting PMGC and its partners in a positive manner.



THE POLICY SHOP INSURANCE SERVICES LIMITED

• United Kingdom
• Insurance
• 1 - 100 Employee

• Insurance New Business

  • Feb 2008 - Sep 2013

  Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.Calculate premiums and establish payment method.Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.Confer with clients to obtain and provide information when claims are made on a policy.Contact underwriter and submit forms to obtain binder coverage.Customize insurance programs to suit individual customers, often covering a variety of risks.Develop marketing strategies to compete with other individuals or companies who sell insurance.Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.Explain necessary bookkeeping requirements for customer to implement and provide group insurance program.Inspect property, examining its general condition, type of construction, age, and other characteristics, to decide if it is a good insurance risk.Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.Monitor insurance claims to ensure they are settled equitably for both the client and the insurer.Perform administrative tasks, such as maintaining records and handling policy renewals.Plan and oversee incorporation of insurance program into bookkeeping system of company.Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.Select company that offers type of coverage requested by client to underwrite policy.



Royal and Sun Alliance

• Insurance Underwriter

  • Jan 2000 - Feb 2002

  ResponsibilitiesYou'll deliver outstanding customer service by successfully responding to questions and queries relating to new and existing policies, showing empathy and compassion along the wayWork closely with colleagues to raise service and sales standards to the most appropriate person, developing joint solutions and sharing best practiceAddress any customer/intermediary service queries or complaints that arise to ensure customer service and satisfaction standards are consistently achieved.Demonstrate the RSA Brand Beliefs to maximise your performance and RSA's investment in your training and development