August 2016 – presentBGL – Bretton PeterboroughCustomer Experience Representative• Receiving and making outbound calls as relevant and timely to ensure deadlines are not missed and customer not disadvantaged• Accurately capturing customer information to give accurate quotes within customer desires and needs, following up when agreed• Providing accurate information to potential and current customers so that they can make an informed choice on their product requirements•… Show more August 2016 – presentBGL – Bretton PeterboroughCustomer Experience Representative• Receiving and making outbound calls as relevant and timely to ensure deadlines are not missed and customer not disadvantaged• Accurately capturing customer information to give accurate quotes within customer desires and needs, following up when agreed• Providing accurate information to potential and current customers so that they can make an informed choice on their product requirements• Using well practiced communication skills to build trusting relationships with customers to encourage return business at renewal• Constantly checking and reviewing information entered to the system and given by the customer to ensure a high level of accuracy in information captured to avoid complaint• Being mindful of regulatory requirements and treating all customers fairly to minimise regulatory penalties• Understanding business and customer needs to ensure customer satisfaction is high and goals are metQualifications and TrainingIn house training – BGLCar, Home, Van, Sales, Service, Renewal, DISC Show less

• Building return customer relationships by treating customers as individuals, providing first class service and sales advice on a range of products• Achieving company and individual targets, identifying when to maximise opportunities for upselling appropriately• Exceeding customer expectations, showing a genuine interest in their needs and empathy with their situation• Developing own product knowledge to support sales skills,to give accurate and truthful advice and carry out minor… Show more • Building return customer relationships by treating customers as individuals, providing first class service and sales advice on a range of products• Achieving company and individual targets, identifying when to maximise opportunities for upselling appropriately• Exceeding customer expectations, showing a genuine interest in their needs and empathy with their situation• Developing own product knowledge to support sales skills,to give accurate and truthful advice and carry out minor repairs• Taking responsibility for own department and carrying out checks and ticketing to meet company standards Show less

• Providing timely and relevant induction training and ongoing monitoring of standards to ensure all new starters trained effectively and feel supported• Documenting training materials to provide a standard format and consistent approach for training and coaching, including soft skills and upselling opportunities• Devising a training plan to incorporate requirements from all parts of the business, liasing with the relevant team managers on content

• Rewriting training materials for new starters to accommodate a new on-boarding process, aligning activities to business values and goals to give a more commercial view and stakeholder commitment• Coaching and mentoring teams and managers on how to achieve standards and business goals in a highly targeted contact centre environment• Mentoring Graduate Recruits, designing a welcome programme to give the right balance between providing a development framework whilst encouraging self-led… Show more • Rewriting training materials for new starters to accommodate a new on-boarding process, aligning activities to business values and goals to give a more commercial view and stakeholder commitment• Coaching and mentoring teams and managers on how to achieve standards and business goals in a highly targeted contact centre environment• Mentoring Graduate Recruits, designing a welcome programme to give the right balance between providing a development framework whilst encouraging self-led activities to understand the business• Championing continuous improvement by introducing low level measurement of training activities Show less

• Providing ongoing planned and bespoke learning opportunities based on training needs analysis across multicultural teams in a customer focused environment for systems, products and services and customer service to meet company goals• Designing and delivering workshops to support first line managers using a competency framework• Providing outplacement and consultation services to leavers by delivering a range of workshops and one to one coaching• Coaching and mentoring in-house… Show more • Providing ongoing planned and bespoke learning opportunities based on training needs analysis across multicultural teams in a customer focused environment for systems, products and services and customer service to meet company goals• Designing and delivering workshops to support first line managers using a competency framework• Providing outplacement and consultation services to leavers by delivering a range of workshops and one to one coaching• Coaching and mentoring in-house product trainers• Building relationships with local schools, establishing an effective work experience programme• Re-establishing a health and safety function, organising all general health and safety interventions and communications, dealing with difficult and complex situations with discretion Show less

• Proactively taking ownership of projects relative to due diligence• Working within a challenging change agenda for up to 300 staff by providing a programme of outplacement activities• Joining the company as part of the Training and Quality team, producing and delivering a range of workshops including induction and customer care for new and existing staff to raise service standards

As above Thomas Cook Global and Financial Services bought by Travelex

• Acquired in-depth knowledge of training and learning, delivery and development, analysis of needs and providing timely and appropriate solutions (soft skills/technology/sales/mortgage/lending/regulated products)• Working with the branches from both Lloyds and TSB appropriately and transparently during the merger/acquisition period to ensure processes flowed and communication cascaded in a timely mannerTSB – Various Branches – Junior/Senior Cashier/Supervisor• Accurately… Show more • Acquired in-depth knowledge of training and learning, delivery and development, analysis of needs and providing timely and appropriate solutions (soft skills/technology/sales/mortgage/lending/regulated products)• Working with the branches from both Lloyds and TSB appropriately and transparently during the merger/acquisition period to ensure processes flowed and communication cascaded in a timely mannerTSB – Various Branches – Junior/Senior Cashier/Supervisor• Accurately co-ordinating and controlling cash orders and rotas to meet targets• Carrying out staff training to enhance performance and achieve targets• Maintaining security and confidentiality, following correct process an all financial reports and records Show less