Commercial Sales Consultant

• Sep 2021 - Present

Inside Sales Team Leader

• Nov 2016 - May 2021

Leading the Customer Retention Team through significant transformation. Identifying and implementing changes to objectives and targets using QMS Analysis and LEAN Principles. Improving results through positive relationship management Key Stakeholders within the business to drive demand into the team as well as significant people development to achieve: • Increased Retained Revenue by over 33% since Year 1 • Improved Conversion rates by over 10% to c. 66% and maintaining these through lockdown • Reduced cycle times from 70+ days to less than 48 hours on average Continued improvements in retained revenue to c. £12m at the end of the last financial year, predominantly achieved in the b2b customer portfolio by developing and implementing a criteria for Account/Relationship management. Introduced an after sales process to ‘retain’ new b2b & b2c customers that wish to cancel prior to contract commencement, understanding their objections, overcoming these to ‘re-sell’ the products and services offered and hand holding through the sales process resulting in a circa 50% reduction in order cancellations. Advisor performance effectiveness improved by circa 25% from an average of 85% to target to circa 110%, with win rate within the department improved by approx. 25% as a result of 121 coaching, setting SMART Goals, individual empowerment and motivation and proactive HR Management. Show less

Service Manager

• Dec 2012 - Nov 2016

Leading the on boarding team for new business and other admin functions, liaising with Sales Teams and Account Managers as well as relationship managing an offshore team.Whilst leading this team I improved the capabilities of the team, both in relation to people by proactive training and coaching and processes by using LEAN thinking and QMS methods to drive change in the processes to increase demand and reduce costs• Internal Relationship Management and negotiation to centralise admin reducing duplication and FTE requirements• Transforming the team from a circa 90% manual process to a circa 60% technical process • Resulting in a one third efficiency in FTE or circa £250k saving per year • Coaching 20+ team members in to new roles within the organisation Show less

Service Manager

• Nov 2011 - Dec 2012

Leading a multi-disciplinary team of Nurses, Physiotherapists and Advisors to Account Manage Bupa Members to reduce overall benefit spend• Responsible for the introduction of a Health Coaching process and culture, whereby customers were referred to a Clinician to discuss their medical condition(s) and how best to self-manage, empowering them to be responsible for their own health thus reducing benefit spend whilst enhancing the customer journey.• Responsible for implementing a proactive process for reducing benefit spend of over £40m. Identified requirements, designed and built a business plan then implemented Therapies Management Team, trained and coached a team of new advisors embedding this in to Bupa processes resulting in benefit savings of circa £2.5m in the team’s first full year.Lead, motivate and develop a team of front-line employees by understanding performance, training needs, setting coaching plans and measuring improvements using GROW, setting SMART objectives and instigating remedial action if development plans/performance targets are not acted upon within agreed timescales.Maximise available resources through robust management of punctuality and absence, and other HR issues ensuring a consistent approach across the business.Ensure that all employees are compliant with FCS & CQC requirementsUnderstand and respond to the demands and needs of the customer, meeting their requirements for information and sharing this with my team in order to support the delivery of continuous and improved customer service and retained business.Respond and deal with escalated internal and external customer queries and complaints, maximising the opportunities to create high levels of customer satisfaction, ensuring focus on resolving issues from happening in the future. Show less

Complex Case Management Team Coach Advisor

• Mar 2006 - Nov 2011

Improve the capabilities of my team by lead, motivating and develop a team of front-line employees by understanding performance, training needs, setting coaching plans and measuring improvements using GROW methods and setting SMART objectives and instigating remedial action if development plans/performance targets are not acted upon within agreed timescales.

Health Care Services Advisor

• Jan 2005 - Mar 2006

Responsible for Account Managing b2b & b2c customers, ensuring that treatments in line with terms & conditions of policy, liaising with Clinicians at all levels internally to the business and externally.

Shopfloor Assistant

• Aug 2000 - Aug 2005