Mark C. Email & Phone Number

London Area, United Kingdom

UK Business Consultant | Mercer Marsh Benefits (MMB)

UK, Nationwide

Business Development for Mercer's Wealth Business including Investment Consulting, Actuarial/DB Risk Management and Defined Contribution.

Chichester

• I successfully setup a new call centre operation for Mercer Ltd in 2009, transitioning in over 70 key UK clients.
• The Customer Relations Centre now achieves a consistent service level in excess of 80% of calls answered within 20 seconds.
• I have successfully increased Customer Satisfaction Survey scores in excess of 94% over the last two years.
• I have managed a flexible headcount of between 30 and 50 call centre agents during seasonal peaks throughout the year, whilst managing… Show more
• I have managed a flexible headcount of between 30 and 50 call centre agents during seasonal peaks throughout the year, whilst managing four direct reports.
• I lead, manage and direct customer relations activities across the Customer Relations Centre to deliver a cost efficient, reliable and a high quality member service with a flexible headcount of between 30 and 50.

Wilmslow, Cheshire

• I managed a team of 20 FTE administering and setting up personal loan applications in the secured finance market.
• I managed and improved processing times, error rates and overall standards for our performance and management framework.
• I managed the resource levels within my area to achieve and succeed my key performance levels.
• I encouraged a culture of learning and talent management by maintaining a continual focus on training and personal development.

Portsmouth, Hampshire

• I increased revenue channels by targeting large corporate business, government, schools and healthcare institutions.
• I increased sales through offering customers practical solutions and by promoting elements which were not offered by competitors.
• I maintained up to date knowledge of industry changes and continually changing prices through daily reading of external websites, pricing, company news bulletins and trade publications.