Nick Cowan Email & Phone Number

Gillingham, Gb

Snodland, England, United Kingdom

Responsibilities include• assessing issues with customer water supply and triaging based on severity. • resolving issues coming through various channels such as telephone, email and social media• ensuring customer’s accounts are updated fully following each contact• ensure that emergencies such as no water are acted upon immediately,• raising urgent and non urgent work orders• Liaising with technicians and issuing work orders• identifying incidents and sharing with the rest of the business• provide customer updates via the website and text notifications. • updating the phone system so that call numbers can be minimised during incidents,• producing the end of shift handover report giving managers the status of various tasks, whether new, pending, incident or under review

Chatham, England, United Kingdom

In my role I dealt directly with Cardholders through inbound and outbound calling, my responsibility is to identify the reason for missed payments. I identify vulnerabilities such as physical and mental health issues to ensure that the cardholders is not placed under increased stress and decide which solution to put in place, whether it be short, medium or long term. From my in-depth conversation with the customer, I can also refer them to a specialist support team if there is a threat to their wellbeing or put them in touch with organisations that can help with solutions like breathing spaces. I have a responsibility to provide financial support in line with the policies of the company and meet all regulatory requirements from the FCA. I also have a responsibility to identify complaints and attempt to resolve immediately or to report using internal systems and set customer expectations concerning timelines.

Chatham, England, United Kingdom

• Delivered high-quality customer experience measured by KPIs and subscribers’ CSAT feedback• Ensured single-call complaint resolution; prevented cancellations through quality customer service• Reduced cancellations through product knowledge and understanding the needs of the subscriber• Met call-time targets, reducing pressure on a team of 30 people, and minimised call waiting times• Always displayed empathy when dealing with customers who are experiencing difficult timesAchievement Highlights:• At the Daily Telegraph, any delay in processing payments could mean that the subscriber may not get the vouchers for their papers before their renewal date. The subscriptions were worth a minimum of £18m per annum. As a result of my efficiency and awareness of issues that could lead to a query or complaint, I reduced the number of calls coming into the centre.• In a campaign to promote digital subscriptions, I provided product support in person to marketing companies operating at railway stations offering digital subscriptions to the Telegraph and met subscribers and readers face-to-face to answer questions. The campaign raised awareness throughout the south-eastern commuter belt that our readers had an alternative to broadsheet paper.• I represented the Chatham office at the Head Office OutLoud Group, which promoted the LGBT+ community not only within Telegraph Media Group but also taking part in events nationally in conjunction with groups like Stonewall. I took part in events such as Stonewall Trans Awareness workshops and represented the Telegraph at UK Student Pride. I also represented the viewpoints of the LGBT+ colleagues at Chatham and kept colleagues up to date through the intranet about issues that may be of interest to them both within TMG and the wider community and promoted.Reason for leaving: My office was outsourced, leading to my role being made redundant.

Chatham Cec

• Maximised sales by cold calling individuals whose relationship with the Telegraph may be minimal • Developed knowledge to overcome objections, sell print subscriptions, and upsell a digital addon• Maintained legal compliance, ensuring all data protection and anti-fraud regulations were met • Ensured financial information such as the direct debit guarantee is understood by the customer• Acted as a brand ambassador, ensuring that the company ethos was being properly representedAchievement Highlights:• I took the initiative to increase my knowledge of the paper, its history, writers, its successes and how it compared with other newspapers in the country and became one of the top salespeople as a result. My manager posted a glowing endorsement on my LinkedIn profile. I also researched other papers’ readers through third-party sources such as YouGov so that I could produce a specific pitch each time. I compiled this information into a guide which became known by managers as the Telegraph Bible. This guide was distributed amongst colleagues to help with their pitch.• I represented the Chatham Office at Telegraph charity appeals, at the Head Office in London, speaking to both subscribers and Telegraph readers. Three charities were chosen by the readers themselves, each year. Taking part brought me closer to the readers, understanding them better as people rather than as customers through the value they placed in a particular charity or cause. The appeal raised £3m each year and demonstrated that the paper was more than just a business.

Medway City Estate, Rochester, Kent

• Contacted businesses throughout Kent, Essex, and London• Arranged for representatives from Systems Technology to visit the company and to discuss needs and offer contracts for office equipment, including planned maintenance• Equipment supplied was exclusively from Ricoh and Canon; Systems Technology was a preferred partner• The role also involved calling bursars from independent schools to arrange for staff from a partner company to visit and discuss the schools technology requirements

Sittingbourne, England, United Kingdom

• Talked to individuals who had run a free valuation on the What Car? Website• Ascertained what they wanted from their next car and the budget that they had• Discussed various vehicles, applying my knowledge of the new car market and current manufacturer deals available• Offered and booked test drives, as appropriate• Offered finance for both new and used vehicles

Maidstone

• Responsible for new business, renewal of existing policies, inbound and outbound traffic, meeting monthly targets for insurance policies, and income generated from upselling of additional products• Planted the seeds of future upsell in the full conversation by actively listening to the customer • Ensured that all legislation such as data protection and anti-money laundering was adhered to• Built common ground with customers who were passionate about bikes by learning about the topic• Achieved increased sales of new policies and renewals, as well as upselling products• Consistently exceeded my monthly sales figures, received bonus payments, and hit KPIs

• Identified CEOs of companies throughout Europe to sell industry-specific spaces at conferences• Created sales leads from scratch, contacting CEOs and CFOs directly to make the pitch• Conducted next-day follow-ups to achieve sales and to upsell places for other stakeholders• Met with and followed up on clients personally at conferencesAchievement Highlight:• I had to learn a new set of skills to gain details of prospective clients without going through LinkedIn which would be too slow. I generated a large number of leads to call directly, and I pitched the conference to them and took bookings from them and their colleagues. I went from talking to ordinary people, to talking to powerful people at the top of their game who were not always happy to be cold-called. Adapting to any situation or audience was an important learning curve for me.

Shoreditch

• Developed pitches for a leading international company managing clubs, hotels, and real estate• Produced product knowledge through research and engagement with our customers and clientsAchievement Highlight:• This was my first sales role. I took control of my own development and set goals that went beyond company expectations. I rewrote a proforma pitch based on research I had conducted in my own time. My pitch was so successful that I was asked to give newcomers a printed copy to customise to their own style. This increased sales and my focussed pitch enabled others to achieve and exceed their targets, reducing staff turnover by giving newcomers the safety net of a proven pitch.

Canary Wharf, London

• Dealt with incoming calls and mail from individuals wishing to make a complaint about their bank or finance company• Applied a good telephone manner and a high standard of letter writing skill• Demonstrated knowledge of the banks and their products and terms and conditions• Good administrative skills and time management were paramount

Chester, England, United Kingdom

• Responsible for resolving issues that customers from all 667 branches in the UK and Banco Hispania in Spain were reporting• All elements of customers’ current and savings accounts, investments, complaints, bereavement, and non-banking queries were included as well as identity theft and cloned cards• I wrote a guide to Halifax Banking to help colleagues access information quicker and, thus, prevent the customer having to be put on hold

Chester, England, United Kingdom

• Worked in a retail contact centre, processing customer applications via the phone and online• Run credit checks and approved or turned down loan applications• I dealt with Halifax and Bank of Scotland loans as well as their affinities such as British Gas, JD Williams, Intelligent Finance, and Littlewoods• Oversaw application to decision, and arranged courier for documents and cheques for successful applications• Ensured 100% compliancy with all legal frameworks, such as data protection and anti-money laundering legislation

Ellesmere Port, England, United Kingdom

• Worked as a Tutor, delivering Learndirect courses to learners of mixed abilities and ages• Graphic design of marketing products and posters• Produced illustrated guides for all Microsoft Office programs

• Delivered courses in word processing, spreadsheets, database, computerised accounts, and business administration

Chester, England, United Kingdom

• Started out as an Apprentice Litho and Letterpress Printer, before moving up to origination and proof-reading• In my final years, I was responsible for stock management and quality control• Customers included Sotheby’s, the fine arts company, and the quality had to be perfect

Chester, England, United Kingdom

I originally started as a lithographic and letterpress printer, progressed to graphics and proof-reading.In my final years at the company I was responsible for quality control and stock management. Customers included Sotheby's

Bachelor Of Arts (B.A.), Humanities/Humanistic Studies, Ongoing

Ongoing study

It, Psychology, Teacher Training, Accounts, Photography, First Class

Activities and Societies: Learner Support, as part of a teacher training qualification (City and Guilds). Distinctions in IT, English.

City And Guilds 518, Machine Printing, Print Product Design, Platemaking, And Quality Control, First Class

Education record

Activities and Societies: film society, theology team, cross country team Maths, English, Economic History, Biology, Religious Education.

Education record

Activities and Societies: Film Society O-level and A-level