John Knowles Email & Phone Number

Hove, England, United Kingdom

Brighton, United Kingdom

Gateline Assistant for southern railway through Ontrak. Routine manning and maintenance of gateline at a number of stations across the South. Front line customer service duties including complaint handling, ticket checking, providing assistance to differently able passengers as required etc. Fully competent in the use of ramps, walkie talkies, RMS and VHP. Conduct the opening and closing of train stations and other security centric duties.

Managing and working alongside a small team of lead generation agents to generate leads from cold calls. Organising and prioritising large data sets and distributing sales leads. Creation and implementation of correspondence templates for team. Tracking team progression and providing feedback to team on quality and targets.

Working on a Deloitte run project (night shift) for a large banking organisation fulfilling a range of administrative and customer service lead functions including but not limited to:-Working a range of simple and complex complaint cases.Working an end to end process taking full responsibility for management of the case during its life cycle.Data analysis, using internal systems to investigate cases against previously held financial and personal details to seek a fair and reasonable solution to cases.Managing contact with complainants via a range of communication means including telephone and letter maintaining excellent customer service and compliance processes at all times.Maintaining full and accurate records on internal database systems.Advising and deciding on suitable financial resolution on a case by case basis against a pre-established framework, seeking fair and reasonable restitution for both customer and client.Communication with various departments and stakeholders within the project so as to ensure a complete working knowledge and best practice is followed at all times.Worked quality control style remediation cases, applying current financial resolution frameworks against previously completed cases to ensure that a fair and consistent approach has been followed in comparison to current working practices and financial resolution frameworks.Daily forecasting and reporting to management.

Loughton, Essex, United Kingdom

Working across portfolio of publications selling advertising space. Offering advertising solutions to customers to best support their marketing aims and requirements.Managing applications on in house systems so as to generate/process sales.

London, United Kingdom

• Start to finish account management from sourcing leads to licence provision.• Managing my own personal portfolio of clients, 100+ at any one time. Ranging in size from single site businesses up to multinational private firms and public bodies with multiple sites across the UK.• Generating my own leads using a variety of means and making initial and continued contact with company to open talks/negotiation via letter, email, telephone and face to face.• Working individually and alongside team members to research, source information and implement specific campaigns to target set industries so as to generate maximum revenue.• Maintaining expert knowledge within core licensing processes and procedures, tariffs and Copyright Law and its application in order to ensure information provided is accurate and professional. So as to effectively manage and resolve all customer lead queries and complaints regarding the licencing requirement/process where applicable.• Efficiently handling and interpreting vast amounts of customer data from their application submission. Then using this data to produce draft and final invoices, amending when necessary for accounts within own portfolio in order that the customer can make payments against licenses.• Management of payments whether via card payment, direct debit, cheque or chaps and bacs payments. Negotiating payment resolutions with clients where payment terms outside of standard parameters were required.• Identifying and contacting all due and overdue accounts within own portfolio prior to reaching Credit Control remit.• Consistently working to and exceeding strict revenue targets.• Running financial and campaign reporting so as to keep management aware of progress.• Working alongside a number of internal teams. Co-operatively and supportively with Legal, Credit Control and Finance in order to ensure the handover of new clients runs smoothly and revenue is collected on leads generated and invoiced.

London, United Kingdom

• Effectively managing a large remit of customer accounts. Identifying, contacting and maintaining good quality notes on all due and overdue accounts prior to reaching Credit Control remit with a view to obtaining payment and payment commitments from customers in line with targets set.• Handled the setting up of payments via direct debit, card payments and cheques payments to ensure that the maximum revenue was collected against targets set.• Consistently reach and exceed targets set in relation to contact made, payments taken and quality of my contact with customers.• Handled the setup of new accounts for customers.• Effectively manage the New Business email inbox, ensuring that quality standards, targets and strict SLA’s are maintained at all times.

London, United Kingdom

• Ensuring that an effective and efficient telephone and correspondence service is provided to customers meeting FSA service standards.• Giving accurate, complete and up to date guidance to both callers and correspondents; achieved using appropriate tools e.g. in house knowledge base and external websites.• Dealing with challenging calls or correspondence and liaising with specialist staff where appropriate on complex queries, to ensure an accurate and timely response.• Processing customer’s details and problems onto the internal database and following up with any issues from customers as and when required.• To recognise and flag situations where there is potential risk to the FSA Objectives.

London, United Kingdom

• Generating leads within the local community of prospective customers and initiating contact via email/letter/telephone calls.• Identifying trends within my client base of typical types/groups of customers and then acting upon these trends generating new business with customers in similar areas.• Handled and maintained a large customer base to ensure new and repeat business.• Record keeping, updating customer details on database and effective filing of many finance applications in both hard copy and electronic forms.• Handled the setting up of payments via direct debit, card payments and in store payments.• Underwriting loan applications and making decisions based on these applications