Head Of Operations And Customer Service Team Manager
Manchester, United Kingdom
• Responsible for the overall performance of the company operations.• Saved the company over £200,000 per annum when I transitioned the model fromface-to-face “Couriers” to electronic signatures.• Increased new policies sold by 66% increase due to the efficiency improvementsgenerated through my project management of delivering a CRM, telephony andwebsite, from concept to launch: enabling all departments to work from a singleapplication screen, management to have real time access to reports, improve oncompliance monitoring and the efficiency of on-boarding clients.• Streamlined the training of all new sales members cutting the time by 33% with 3members of the first induction group achieving targeted pay rises in their first 3months, which was unprecedented.• Achieved the highest close rate of all five “closers” in the organisation with a 78%sign up rate (6% higher than a sales manager with twice my service length).• Doubled the company client database through generating reports and deliveringhigh level meetings with a household insurance provider culminating in thedelivery of 100,000 existing paying client policies to service and review.• Slashed company clawback by 50% through my oversight of the credit controlteam.• Transformed the post-sale customer journey to prioritise speaking to every client,raising the spoken rate from 52% to 79% and the number of post-sale referralsincreasing by 60%.• Facilitated the launch of automated email software which increased email openrates by 27%.• Increased the customer service team employment engagement by 38% whichresulted in the highest level of employee retention within the company.• Conducted analysis of a database of over 200,000 customer records to determine data trends to create "pots" for targeted campaigns.
