Mark Phillips Email & Phone Number

Penarth, Cardiff. South Wales

I lead a dynamic digital contact centre that plays a key role in the overall success of our business. My main focus is to drive performance and continuous improvement across a number of different contact streams including telephony, IM and social media etc. Creating a culture of personal development and growth which in turn has enhanced the teams' productivity and quality. Effectively communicate, manage and deliver all organizational/procedural changes as required to meet company and department goals. Provide supportive leadership and coaching to team managers and supervisors to realise maximum capabilities and potential of the individuals and their teams as a whole. Identify any changing needs of the Customer Service Area. Highlight/recommend potential areas of improvement and undertake implementation of all required improvements. Ensure that KPIs for the Customer service Area are implemented, monitored and achieved.

Leicester

Responsible for a multi-discipline and diverse team including managers, internal sales and retention account management and all service functions including Quote, New Group Set up, Call Centre and Administration. To drive the performance of SME Intermediary Sales and Service teams (20 + FTE) servicing 71,000 SME subscribers worth £100m+ in Premium Income. Overseeing and managing the relationships between AXA PPP healthcare and key intermediary partners. Setting and monitoring all targets (Sales & Service), achieving KPI’s including service level agreements, developing broad Sales and/or Customer Service skills across all team areas, responsible for managing key intermediary relationship ties and drive a culture of continuous improvement through processes and cross skilling.

Leicester, United Kingdom

To drive performance within one of the SME Client Delivery teams, by setting and being responsible for managing sales targets and KPI’s, managing relationships between the account managers and intermediaries. Developing sales skills within the team in line with FSA requirements. To support the administration manager to provide, administration, quotations and on boarding support to internal and external customers, to support intermediary new business sales and account management. To ensure that service level agreements and quality measures are achieved in line with required productivity and accuracy measures.

To provide administration, quotations and on boarding support to internal and external customers, to support intermediary new business sales and account management. To ensure that service level agreements and quality measures are achieved in line with required productivity and accuracy measures. To support the sales teams with the delivery of sales performance by assisting in the management of relationships between the account managers and intermediaries and by educating the sales teams in how they can help to improve processes to support the delivery of sales targets.

Leicester, United Kingdom

To maintain and grow the relationship between AXA PPP healthcare and our strategic SME intermediary partners by converting and retaining small corporate enquiries and ensure profitable growth of the portfolio. Establish professional relationships with all intermediary personnel and use every opportunity to link sell other AXA PPP healthcare products. Achievement of all targets set by the business in relation to new business and retention, quality assessment and SLA targets. Supporting the other account managers and intermediary partners within the team as well as building strong relationships with other areas of AXA PPP healthcare’s business including the Commercial Department and the Field Sales Team.

Northampton, United Kingdom

General Insurance Sales Agent selling insurance policies direct to the public via the telephone and face to face. Types of policies sold and reatined ranged from car and home insurance to travel and marine insurance.