Mo Ali Email & Phone Number

Manchester, England, United Kingdom

• Designing & delivering training for new inductee groups consisting of 10 – 15 people for New Business, Customer Service, Mid Term Adjustments and Renewals for Motor, Home, Commercial Vehicle and Young Driver insurance. Ensuring mixed approach is used (visual, stimulated, mentoring or on the job)• Providing industry knowledge and testing where required• Designing & delivering upskill training to existing staff on motor, home, commercial vehicle and young driver insurance in line with business needs (New Business, Customer Service, Mid Term Adjustments and Renewals)• Ensuring all training material is up to date, accurate, relevant and comply with regulatory requirements• Monitoring staff performance through progress reports and personal development plans. • Ensuring all regulatory staff training is up to date using internal learning management systems (MyLex)• Managing delegate learning end to end from onboarding, training and academy using 70:20:10 model through to joining operation• Providing coaching on all processes on Motor, Home, Commercial Vehicle and Young Driver Insurance using E2 C2 model and setting Smart targets • Conducting training needs analysis through meetings with key stakeholders • Evaluating training using the training cycle at all times to ensure effective delivery• Ensuring new project training is designed and delivered in a timely and effective manner• Designing agent help aids to help productivity (Comparison table for motor and home insurance)• Delivering buzz sessions (call levelling sessions, one to one coaching, call evaluation sessions etc)• Reviewing relevant reports to identify the common areas of compliance fails and feeding this into training • Sharing best practice on processes and call guidance updates • Reviewing management reports to manage delegate behaviour (Conformance, CFT, AHT, Hold Time and adhering to schedules)• Ensuring all individual products, processes and system knowledge is up to date

* Designing and delivering innovative training for 7-10 staff and using the training cycle at all times. * Identifying individual and organisational training needs through meetings with staff and managers * Supervising and monitoring trainee progress via reports * Help devise a overall business training strategy * Assessing training needs through strengths, weaknesses and knowledge gaps evaluation * Ensuring that all training material is relevant, accurate, time and cost effective* Choosing appropriate training methods per case (visual, stimulated, mentoring or on the job)* Design, prepare and organise learning aids.* Ensuring that all industry and regulatory requirements are in line and up to date

Manchester, United Kingdom

Leading a service/sales team with 10 staff, on car and home renewals, new business, monthly product penetration (breakdown and home emergency cover) and midterm changes. Managing performance professionally and in line with policy and with strong coaching and management style• Responsible for up skilling approx 120 FTE on car and home renewals, midterm changes and new business.• Reviewed management information reports to identify the common areas of compliance fails and feeding this into training needs• Ensuring all coaching is up to date and in line with company processes ensuring great customer service is delivered at all times.• Ensured I was constantly engaged with the team, introduced daily huddles, held team and individual feedback sessions. Continuously coaching, increasing confidence and morale levels.• Ensuring product, system and procedure knowledge is up to date, to ensure all set targets are achieved.• Dealing with a wide range of different personalities and adapting my approach accordance to• Taking on additional industry requirement tasks ensuring compliance is up to date and adhering to agreed deadlines.• Demonstrating professionalism and sharing best practice where relevant• Day to day management of staff ensuring all processes/coaching is adhered to• Involved inConducting return to work , late, performance meetings• Organising coaching (call evaluation sessions, call levelling, one to one etc), meetings and managing spreadsheets/stats.• Dealing with escalations and customer complaints at first point of contact and ensuring a swift resolution.• Conducting call evaluations/monitoring in line with business and industry regulations.• Conducting interviews for the acquisition of new customer service associates in line with company selection process.• Monitoring staff KPIs, NPS, Compliance, CFT and Conformance and managing where necessary.

Manchester, United Kingdom

• Treat Customers Fairly through ensuring all sales and service are processed in accordance with the company's compliant processes• Maintain an excellent standard of customer service by explaining the campaign(s) in full product thus ensuring customer and business needs are met.• Deliver exemplary customer service standards through demonstrating the ability to build excellent rapport with customers.• Maintain and promote product knowledge – must be fully conversant and knowledgeable on all products and campaigns.• Promote the company at every opportunity and enhance awareness and reputation of the brands.• Achieve all agreed campaign targets, by following up leads and product enquiries.• Ensure systems and procedures are properly adhered to.• Work with colleagues to achieve a team goal, and share ideas/best practice to support others.• Operate as an effective role model – demonstrate behaviours and maintain standards that are expected of everyone within the department.• Continuously work on my personal development to ensure my behavioural and technical skills / knowledge is up to date.

Oldham, United Kingdom

Directed customers and assisted in product location, supported warehouse staff with deliveries.• Filled promotion ends and merchandising units as well as ensuring the aisles were clean and tidy. Adhering to health and safety, one to one interaction with customers and received two value awards for quality of service provided to customers.

Manchester, United Kingdom

Provided a world class customer service at the same time as meeting sales targets• Building relationships with clients, and maintaining relationships throughout the sales process.• Used interpersonal skills to ask relevant questions ensuring that correct and accurate information was taken from customers in order to offer them the best product.• Dealt with a diverse range of problems and avoided escalation to management.• Building relationships with clients.• Excellent problem -solving skills• I have very strong customer service experience and negotiation skills.• I have also taken responsibilities over 2 new advisors, helping them settle into the jobs and helping them maintain per cent to target, nps (service level), and revenue. I have also helped them negotiate in their calls as well as helping them improve their objection handling skills.