Summary
Overview
Work history
Education
Skills
References
Timeline
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Alex Northeast

Otley,West Yorkshire

Summary

I am a driven individual who excels in navigating complex challenges and strives for excellent customer service. Offering a strong ability to lead teams with confident and clear communication. Knowledgeable about strategic planning, problem-solving, and decision-making. Ready to use and develop leadership, project management, and organisational skills.

Overview

11
11
years of professional experience

Work history

Executive Complaint Team Leader

Plusnet PLC
Leeds, West Yorkshire
04.2017 - Current
  • Improved complaint resolution efficiency by streamlining processes.
  • Analysed trends in customer feedback for continuous improvements in products or services.
  • Fostered a positive team environment, improving morale and productivity.
  • Devised tailored solutions to unique customer problems for increased satisfaction rates.
  • Maintained an organised record of all complaints and responses, promoting accountability amongst staff members.
  • Escalated unresolved issues to senior management with effective communication methods.
  • Worked closely with the legal team during sensitive complaint cases-safeguarding company interests.
  • Reviewed regulatory obligations regularly to ensure compliance while resolving complaints.
  • Mediated in high-stake cases to resolve complex issues amicably.
  • Collaborated with PR department to manage brand reputation during major complaints fallout.
  • Owned 2 workflows relating to abusive customers and also improving Ombudsman outcomes.
  • Recruited high-performing, reliable staff for improved team productivity.

Sales & Retentions Team Leader

Plusnet PLC
Leeds, West Yorkshire
05.2016 - 04.2017
  • Utilised CRM tools effectively for managing customer data and tracking sales progress efficiently.
  • Initiated cross-selling strategies that boosted the overall revenue of the company.
  • Achieved growth in the customer base with effective lead generation techniques.
  • Conducted regular team meetings for strategising and sharing best practices.
  • Drove incentive schemes to motivate employees towards achieving targets.
  • Conducted regular performance reviews to identify areas of improvement for each team member.
  • KPI driven role, with constant competition with colleagues resulting in performance being driven.

Sales & Retentions Advisor

Plusnet PLC
Leeds, West Yorkshire
05.2014 - 05.2016
  • Achieved high sales conversion with effective telesales strategies.
  • Enhanced customer satisfaction by providing excellent telesales service.
  • Handled high-volume telesales enquiries within call-time targets.
  • Delivered telesales scripts clearly to engage callers with relevant service information.
  • Achieved superior results in telesales through diligent follow-up on leads and extensive product knowledge sharing with prospective clients.
  • Built rapport with customers for effective telesales promotion.
  • Trained new recruits on effective telesales strategies, leading to quicker integration into the team.
  • Upheld company policies whilst managing day-to-day telesales activities.

Education

Temple School
Kent, UK

Skills

  • Time management mastery
  • Tactfulness
  • Patience with difficult cases
  • Listening attentively
  • Communication proficiency
  • Complaint handling procedures
  • Impartial judgement
  • Decision making capacity

References

References available upon request.

Timeline

Executive Complaint Team Leader

Plusnet PLC
04.2017 - Current

Sales & Retentions Team Leader

Plusnet PLC
05.2016 - 04.2017

Sales & Retentions Advisor

Plusnet PLC
05.2014 - 05.2016

Temple School

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Alex Northeast