Alice Green
Bournemouth
Summary
I am a hardworking, reliable, and ambitious employee who is a quick learner, flexible and determined, seeking the opportunity to gain new skills and build upon previous experience in any working environment. I have had a history in customer facing, FCA (Financial Conduct Authority) regulated roles therefore I have adapted my skills to suit situations where communication, rapport and objection handling with consumers is essential.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Consultant
AXA Health
07.2017 - Current
- Efficiently addressed and resolved customer grievances
- Facilitated team productivity through effective management of daily administrative duties, including call backs and inbox organization
- Contributed to the onboarding process of new staff and offered assistance to coworkers with their concerns
- Delivered timely and effective responses to customer, broker and internal queries
- Maintained detailed records of customer interactions for future reference.
Customer Sales Consultant
AXA Health
07.2022 - 05.2023
- Provided price quotations for products and services as requested by customers
- Employed sales techniques to boost sales and services
- Answered incoming calls from customers and provided product information
- Participated in ongoing training sessions to stay updated on company policies and procedures
- Utilized active listening techniques to identify customer needs and provide solutions accordingly
Service Quality Co-ordinator (Secondment)
AXA Health
07.2019 - 01.2020
- Administered training sessions for incoming staff
- Developed and implemented a comprehensive 4-week academy to equip new hires with necessary knowledge for handling customer calls
- Created and distributed training materials
- Worked closely with the Quality Assurance team to rectify incorrect call scores
- Trained and guided team members in adhering to QA best practices
- Created realistic and motivating performance improvement objectives for departments and individuals
Senior Customer Care Consultant
AXA Health
10.2018 - 02.2019
- Helped agents by handling their daily queries
- Provided personal and work support to agents
- Acted as a resource for agents, giving feedback on errors and recommending ways for improvement
- Taking over and addressing dissatisfaction in difficult client interactions
- Assisted in managing team incentives and motivating employees to perform at their highest potential
- Assumed managerial duties, which involved leading one to ones and return to work meetings when managers were not available
- Facilitated 1-2 team meetings monthly
Marketing Assistant
AXA Health
06.2016 - 07.2017
- Assisted in promoting our 'Dubai incentive' to sales agents
- Provided support and resolved queries from various departments regularly
- Proficiently interviewed employees, including SLA members, and created engaging articles for the company's website
- Provided support in capturing photographs for a marketing project in 2016
- Generated content for various media platforms, such as websites and social media accounts
Education
A-level
St. Edwards RC/CE School
Poole06-2017
GCSE
St. Edwards RC/CE School
Poole06-2015
Skills
- Team Management
- Sales expertise
- Digital Marketing
- Group and individual instruction
- Active and enthusiastic worker
- Trustworthy and honest
- Complaint resolution
- Product Knowledge
- Delegation and Supervision
- Training Course Development
- Materials Organization
- Excellent communication skills
- Campaign support
- Quality Assurance Controls
Certification
Level 2 Diploma Customer Service Apprenticeship
Coursework
8-week educational courses at the Bournemouth Arts University focusing on Photography and Special FX film makeup
Timeline
Customer Sales Consultant
AXA Health
07.2022 - 05.2023
Service Quality Co-ordinator (Secondment)
AXA Health
07.2019 - 01.2020
Senior Customer Care Consultant
AXA Health
10.2018 - 02.2019
Customer Care Consultant
AXA Health
07.2017 - Current
Marketing Assistant
AXA Health
06.2016 - 07.2017
A-level
St. Edwards RC/CE School
GCSE
St. Edwards RC/CE School
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