Mark Smith Email & Phone Number

Ayr, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Stockport, Greater Manchester, United Kingdom

Acting as an advisor within the Managed Collections, I am responsible for liaising with customers to secure payment, collect cash, and deliver an outstanding customer experience. I am targeted against KPI’s for cash collection and quality will be measured though checks completed on telephone calls with customers and satisfaction surveys completed by my customers. My responsibilities are• Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimise overdue debt without compromise to customer satisfaction.• Investigating payment related queries and aim to resolve in a professional, timely and quality manner.• Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience• Escalating cash risks where an impact to cash is identified or anticipated• Meeting set targets for cash collection/overdue debt, quality, and customer experience• Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that a promise of full or part payment is received.• Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.• Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.• Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times.• Providing cover for colleagues during periods of absence to ensure that key tasks are covered• Attending conference calls/meetings/1:1’s/forums when/where required• Supporting your colleagues, Line Manager and the wider Group Customer Billing teams.

Manchester, United Kingdom

Bespoke Member Service Advisor for the bespoke corporate team working for 3 high profile corporate clients. Ensure a high level of quality and service. This also includes also coaching and training of new team members.

Manchester, United Kingdom

Customer service advisor for banks busy call center. Ensure a high level of quality and service.

London, United Kingdom

• The day to day running of the evening shift of the corporate print room• Man management of a team of 10• Daily scheduling and management of the production schedule and the work flow thought the department• Escalation and negotiations with the legal team on work flow outside capacity and advice and solutions to maintain client expectations• Cascading of the Company and departmental training plan to the team• Co-ordination of unplanned maintenance for equipment• Ensure a high level of quality and service maintained against tight deadlines