Mark Kitchener Email & Phone Number

Trowbridge, Gb

South West England

Swindon, United Kingdom

Ensure delivery of excellent customer service aimed at attaining and retaining key accounts. Provide excellent customer service for key accounts development and growth. Build and strengthen relationships with key clients to maintain repeat business. Monitor and maintain day-to-day account management activities with set KPIs and targets. Organise and conduct face-to-face customer meetings with clients to identify and meet their needs. Deliver exceptional assistance to a team of desk-based account managers in managing and expanding client portfolios and implementing informed decisions.• Offer proactive phone and face-to-face account management services to customers on the Allstar Plus commercial cards; contribute to the management of key accounts within the Commercial Card Arena of cards.Key Achievements• Enabled successful management of circa 3000 accounts, including the top 60 Key accounts worth circa 1.4M of spend per month growing from 900K per month at the end of 2021.• Grow the spending by 3% month on month and achieved a target revenue of 98% of the planned budget.• Led and trained a team of phone-based account managers for the effective administration of remaining accounts.• Improved the level of spend on the accounts by 35% within my portfolio and the team’s portfolios.• Developed and administered a profitable customer portfolio, adding value for the customers and Allstar.• Reduced potential fraud, credit, and risk-related concerns by 10% by supporting and guiding colleagues in the customer service, fraud, credit, and risk teams; planned and conducted strategic training programmes.• Studied and completed various courses, including Presentation, Negotiation, and Objection Handling skills, PowerPoint Level 2, Excel Level 1, and QNUK Level 2 Award in Emergency First Aid at Work.• Achieved and ensured a 91% retention rate by steering and motivating cross-functional teams.

Swindon, United Kingdom

Contributed to the development and management of a portfolio of small and medium enterprise accounts; established and maintained high-level communications with customers to confirm a consistently high level of service. Identified and met further business development opportunities by expanding client portfolio and networks. Grow customer accounts by identifying and realising mutually beneficial value; developed a solid understanding of a customer’s business and sector.• Strengthened relationships with existing customers by proposing solutions aligned with their objectives.• Served as a focal point for contact and an escalation point under agreed procedures in a competitive environment.Key Achievements• Improved customer retention by 16% by defending fees and promoting the features and benefits of the Allstar fuel card solution for customers that are drawing less fuel compared to the previous year’s volume.• Generated 10% increase in revenue from existing customers by ensuring maximum satisfaction with services.• Expanded client base by 10% by monitoring and confirming delivery of excellent customer service.

Improved awareness of customers related to Pre-Pay Solutions products and services; received and responded to incoming calls from customers with a focus on accelerating sales growth. Demonstrated a high level of empathy and patience in dealing with customers from diverse backgrounds and with varying levels of technical knowledge.• Received commendations from team leaders and managers for strong communication skills; administered difficult customers and contributed to the development of new training materials and resources.• Managed and processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction; guaranteed positive customer experiences by resolving customer concerns.• Analysed and aligned customer services with policies and procedures for continued company compliance.Key Achievements• Won and secured new business deals by building and maintaining robust relationships with key clients.• Increased efficiency and effectiveness of business strategies by delivering effective recommendations.• Optimised client satisfaction by receiving and responding to complaints within strict deadlines.• Reduced service issues by developing and recommending ideas to improve quality-of-service levels.

Maintained strong relationships with clients to understand their needs and provide tailored solutions. Participated in regular meetings with clients to review their accounts and identify opportunities to upsell or cross-sell additional products and services. Analysed and resolved customer complaints and issues in a timely and effective manner. Created and maintained accurate and up-to-date records of all client interactions and transactions in the company's CRM system.• Acted as the first point of contact for large accounts and strategic partners; improved client experience.• Developed and maximised communications between all relevant business areas to support the accounts.• Sustained relationships with multiple clients by evaluating and upgrading service levels.

Education record

Diploma In Progression Level 2