Mark Appleton Email & Phone Number

Bar Hill, England, United Kingdom

Cambridge, United Kingdom

Force.com Business Analyst

Norwich, United Kingdom

I administer and develop Salesforce on behalf of UK General insurance and Ireland General insurance; I assist the business with running reports, user administration, setting up workflows, approval processes, and validation rules to ensure that we are getting the right level of data to drive our new business pipeline, market our broker contacts and manage our broker contracts.I develop new custom objects/functionality in Salesforce to meet the businesses needs as well as administering Salesforce for both UK and Ireland General Insurance.I work as a CRM expert, working with various areas of the business who want to expand and use Salesforce. I talk through their requirements to fully understand their requirements for a CRM tool for in their daily role. I then go away and build this for the area, regularly making contact with the user to ensure that it will deliver what they need. I deliver testing, training on how to use the system, and also arrange a rollout plan.In this role I have worked on many larger project builds, working with senior stakeholders to ensure that they are utilising the tool to its best ability. I ensure that the information going in to Salesforce is captured in such a way that it can be effectively reported on, whilst also making sure that the system is as user-friendly as possible by using workflows, approval processes and validation rules to get the correct level of information. I am always proactively thinking of new ways of doing things to make Salesforce more easy to use and save our Sales team time, as well as drive more consistency with their approach. Most recently I have designed and implemented a system that allows the Sales team to pull information from various different sources into one sales pack - this is something that used to take around 2 hours, but following my design, now takes only a matter of seconds.

Norwich, United Kingdom

My role was to develop broker’s accounts, whilst administrating and developing a company-wide Customer Relationship Management system.Within this role I had my own panel of insurance brokers. I helped to maintain and develop their book of business with Aviva, liaising between internal departments and with brokers to make sure Aviva are supporting them with the growth of their business; whilst also growing their accounts with a reliable insurer. This involves performance discussions and the reviewing of the broker’s book of business and claims ratios. The role contains a large amount of problem solving and negotiation as these are essential to developing relationships in this industry; this in turn has considerably developed my skills in these attributes. Within this team I was considered to have vast knowledge of insurance and the internal workings of Aviva. I am a very quick learner and also of technical mind, this led me to take control of and develop our CRM system Salesforce.com for the whole of Aviva General Insurance. With this role I managed and monitored the Aviva Pipeline of business and report into director and Executive level stakeholders, which also involved looking at different internal projects to see if I could provide an appropriate solution through this system.

Norwich, United Kingdom

I dealt with troubleshooting brokers insurance issues in all areas: marketing; personal lines; commercial lines (all classes); commission queries; account issues; claims; and system issues. The team solve things that others failed with, and deliver a great customer service. In my role I administered Salesforce CRM and dealt with project work. I was also a senior broker support lead advisor, supervising other Lead Advisors and doing quality assessments with them for accuracy and customer service.

Norwich, United Kingdom

My main duty in this role was to answer telephone queries from insurance brokers and provide solutions to the problems they had with their insurance systems. I was deputy champion for two of the main software systems that the business uses. This means that I trained others on how to use the systems and was a point of contact if anyone had a query regarding the use of the system. I have undertaken an NVQ in customer service which has honed my customer service skills to a high standard. I put full notes of conversations on the relevant policies for fellow colleagues to refer to. I am proficient at using a number of different insurance systems and have a good understanding of motor insurance. I participated in daily team meetings and gave feedback and opinions on procedures in the team. I was recognised as one of the most valuable and knowledgeable members of the team.