Experience

Babylon

• United Kingdom
• Hospitals and Health Care
• 400 - 500 Employee

• Membership Support Advisor

  • Nov 2021 - Present



The Southover Partnership

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Keyworker and Mentor

  • Sep 2017 - Nov 2021



EBSCO Information Services

• United States
• Information Services
• 700 & Above Employee

• International Support Executive

  • Jun 2013 - Nov 2021

  The ISE is responsible for providing international EBSCO Research Sales Support to the sales team and EBSCO Publishing Customer Support and account management for international customers. • Coordinate defined market sales effort in conjunction with the Account Executive Manager (AEM), Regional Sales Manager (RSM) and National Sales Director (NSD) The ISE is responsible for providing international EBSCO Research Sales Support to the sales team and EBSCO Publishing Customer Support and account management for international customers. • Coordinate defined market sales effort in conjunction with the Account Executive Manager (AEM), Regional Sales Manager (RSM) and National Sales Director (NSD)



XLN | for small business

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Verifications Agent and Pre-Live Accounts Specialist

  • Sep 2010 - Feb 2013

  Responsibilities and Achievements • Awarded the “Rising Star Award 2010” in recognition of my outstanding performance. Account management/Business strategy • Conceived a new business strategy to increase client retention. As a result, I received a promotion and was asked to devise, set-up, lead and head a new department called “The No Hassle Team”, responsible for assisting new customers with obstacles presented by their existing service providers (e.g. cancellation fees and legal irregularities). • Excellent feedback on my performance by clients, sales agents and business partners leading to my promotion. • Supervision of a team of customer service agents: responsible for evaluating individual and team performances and conducting reviews, providing daily support and advice on personal areas for development, career progression and daily work, ensuring team adherence to processes, supporting in workload management. Became a trusted and cherished leader, by providing a positive example and empowering/motivating staff. • Support and guide XLN Sales Agents on products’ availability and suitability for new customers. Client management • Responsible for processing and directing new Client applications to relevant departments. Responsible for media production, supplier management, artwork, briefing the creative/technical stakeholders, printing and production and final implementation. • Responsible for ensuring that clients understand the nature of the legal contracts with their existing service providers and XLN Telecom; provide them with possible solutions to terminate previous contracts and on-boarding them. • Responsible for departmental liaison in order to provide a smooth and cost effective transition for new customers. • Developing client relationship by providing assistance with charges incurred by terminating previous contracts, ensuring that clients’ daily operations are not adversely impacted; provide any support/guidance needed. Show less



Saeco Gaggia Service Centre

• London, UK

• Customer Service Supervisor

  • Nov 2009 - Apr 2010

  • Responsible for inter-departmental conflict resolution and liaison (Senior Management, Reception, Administration, Workshop, Marketing, Technical Support and Dispatch departments) and for leading and motivating team. • Trusted with performing the duties of second in command to the Managing Director. • Responsible for reporting, liaising and handling complaints for Philips Head Office, Saeco Italy and Gaggia Italy and establishing and managing customer relationships. • Responsible for handling all complaint and feedback escalations, introducing Marketing Campaigns, developing and launching customer feedback surveys, perform market research, conducting weekly performance reports. • Responsible for assisting the Financial Director – collections, discounts and refund approvals. • Responsible for managing contracts with couriers (City-Link and Parcelforce). Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Relationship Representative

  • Feb 2009 - Nov 2009

  • Responsible for managing and monitoring customer relationship management (CRM) and taking a proactive role in promoting Philips and ensuring that commitment to customer is honored. • Responsible for escalating cases to Philips’ Head Office, for ensuring compliance of marketing campaigns timeline by the complaints Department and for building a cost and time efficient network of suppliers (linguists, production personnel, typesetters, creative agencies) and clients, with seamless and effective communication channels. • Serve as first point of contact between Philips and customers, assessing and identifying customer’s needs and planning a course of action, maintaining Philip’s database of clients and managing client communications. • Tracking and updating clients about repairs, refunds, complaints and exchange status of their appliances; guide them through web navigation of the Philips website and receive and handle customer requests, inquiries and orders. Show less



Bradford & Bingley

• Financial Services
• 1 - 100 Employee

• Collections Officer, Trainer and Team Leader, Mortgage Customer liaison

  • Dec 2003 - Feb 2009

  Responsibilities and Achievements • Responsible for managing and leading induction and training of new starters, for ensuring and promoting adherence to workflow processes to increase overall efficiency and utilisation figures and to codes of conduct. • Responsible for training and mentoring teams in handling arrears and collections cases and in using Collections Systems and for providing them support when handling aggravated customers. • Responsible for evaluating individual and team performances and conducting reviews, providing daily support and advice on personal areas for development and promoting an efficient workload management. • Responsible for ensuring that all training materials are up-to-date and compiling daily, weekly and monthly reports for management and directors reflecting the progress of the collections department. • Responsible for generating new business leads and ensuring overall client retention. • Responsible for handling client’s, solicitor’s, surveyors’ and brokers’ requests and regulated/non-regulated mortgage applications and for managing surveyors queries and contesting valuations. • Responsible for providing advice on application procedures and UK’s lending criteria, for updating clients on progress of mortgage applications and updating intermediaries on trends regarding mortgage rates and FSA regulations. • Responsible for identifying cases of arrears and contacting clients to inform of possible consequences incurred; for provide solutions for these cases and clearing and preventing future arrears. Show less



Sanlam

• Financial Services
• 700 & Above Employee

• Client Service Representative

  • Jan 2000 - Oct 2003

  • Responsible for generating leads (sales) and for marketing newly developed products. • Responsible for handling cases and customer service communications and ensuring client retention. • Responsible for handling inbound leads, outbound leads and follow-up and receiving clients’ and marketers’ requests. • Responsible for maintenance and updating client portfolio and profiles. • Responsible for devising and assisting with financial recovery plans. • Responsible for generating leads (sales) and for marketing newly developed products. • Responsible for handling cases and customer service communications and ensuring client retention. • Responsible for handling inbound leads, outbound leads and follow-up and receiving clients’ and marketers’ requests. • Responsible for maintenance and updating client portfolio and profiles. • Responsible for devising and assisting with financial recovery plans.



Absa Group

• South Africa
• Financial Services
• 700 & Above Employee

• Telemarketer, Consultant, Care Line Advisor, Communications Advisor

  • Jan 1996 - Dec 1999

  • Promoted in 2000 as client services agent to ABSA Gold and Platinum Clients (international portfolios). • Responsible for managing customer service communications, case handling and resolution and conducting satisfaction surveys with clients regarding service excellence and expectations. • Responsible for the assisting with the launch and marketing of ABSA Bank’s first insurance product. • Promoted in 2000 as client services agent to ABSA Gold and Platinum Clients (international portfolios). • Responsible for managing customer service communications, case handling and resolution and conducting satisfaction surveys with clients regarding service excellence and expectations. • Responsible for the assisting with the launch and marketing of ABSA Bank’s first insurance product.