Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic

Ashley Harrington

Watton,Norfolk

Summary

Detail-oriented professional with expertise in communication, collaboration, and problem-solving. Proficient in CRM software and Microsoft Office, ensuring operational efficiency and effective time management. Skilled in objection handling and maintaining accuracy, contributing to organizational success. Committed to leveraging core competencies to drive results in dynamic environments.

Overview

19
19
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Retention Advisor

Citation ISO Certification Ltd
Norwich, Norfolk
01.2020 - 07.2025
  • Managed client relationships to enhance trust and loyalty.
  • Served as primary point of contact for renewals and cancellations.
  • Ensured prompt resolution of client needs and concerns.
  • Proactively supported clients by anticipating needs and addressing issues.
  • Identified upselling and cross-selling opportunities to maximise value.
  • Achieved individual targets of 25 tasks and 10 calls daily, meeting team KPIs.
  • Contributed to a 4.9 Trustpilot rating through exceptional service delivery.
  • Increased customer retention by 16% over 12 months by implementing tailored strategies.
  • Helped reduce customer churn rate from 12% to 4% using effective objection handling, needs-based solutions and empathetic communication.

Customer Engagement Consultant

Epos Now
Norwich, Norfolk
03.2018 - 12.2019
  • Executed case and client management in high-pressure environments, consistently meeting deadlines.
  • Achieved customer and business retention through effective relationship management.
  • Resolved hardware and software technical issues, delivering prompt support and assistance.
  • Conducted onsite training sessions to enhance user competency.
  • Handled complaints efficiently, maintaining high levels of customer satisfaction.
  • Managed subscriptions and payments to ensure seamless service continuity.
  • Contributed to team success, resulting in ‘Support Team of the Year’ accolade at 2018 UK National Contact Centre Awards.

Customer Service Consultant

Epos Now
Norwich, Norfolk
05.2017 - 03.2018
  • Provided technical support and training for electronic point of sale solutions.
  • Assisted customers with hardware and software issues using remote access tools.
  • Demonstrated excellent telephone manner to enhance customer interactions.
  • Exhibited strong organisational skills while managing multiple support queries.
  • Functioned effectively under pressure in a fast-paced environment.
  • Supported customers with diverse levels of technological knowledge and understanding.

Account Handler

Hugh J Boswell
Norwich, Norfolk
07.2015 - 03.2017
  • Managed a diverse client portfolio under Aftermarket scheme, including IAAF and Autocare.
  • Negotiated renewal terms with insurers to secure optimal coverage.
  • Prepared presentations and conducted market exercises to obtain competitive quotations.
  • Processed mid-term adjustments and handled various administrative responsibilities.

Account Handler

Uttings Insurance
Hingham, Norfolk
05.2011 - 07.2015
  • Assisted three senior account executives with various insurance types, including Motor Trade and Fleet.
  • Engaged with clients to assess individual needs through in-person and telephone consultations.
  • Prepared market presentations to support client proposals and decision-making.
  • Liaised with insurers to obtain competitive quotations for clients.
  • Processed amendments to existing policies, ensuring accuracy and compliance.
  • Issued cover notes promptly to confirm policy details.
  • Conducted file audits to maintain organisational standards and accuracy.
  • Developed strong organisational skills and keen attention to detail throughout role.

Administration Assistant

Smith & Pinching
Norwich, Norfolk
10.2006 - 04.2011
  • Acquired Certificate in Insurance from Chartered Insurance Institute, enhancing industry expertise.
  • Managed policyholders' accounts, ensuring accurate and timely updates.
  • Liaised with customers and insurers to facilitate seamless communication.
  • Handled complaints, resolving issues efficiently and documenting claims details.
  • Performed administrative duties, including answering telephones, to support operational functions.

Education

A-Levels - Business Studies, English Literature and Film Studies

Dereham Sixth Form College
Dereham, Norfolk
09.2004 - 06.2006

GCSEs - English Language, English Literature, Maths, Science, Geography, French, I.C.T, Technology, R.E.

Dereham Northgate High School
09.2000 - 07.2004

Skills

  • Effective communication
  • Attention to detail
  • Team collaboration
  • Problem solving
  • CRM software proficiency
  • Microsoft Office (Word, Excel and Outlook)
  • Objection handling
  • Time management

Affiliations

  • Scuba Diving
  • Skiing
  • Gym

Accomplishments

    2018 'Support Team of the Year' at the National Contact Centre Awards

Certification

PADI Open Water Diver

PADI Advanced Open Water Diver

References

References available upon request.

Timeline

Retention Advisor

Citation ISO Certification Ltd
01.2020 - 07.2025

Customer Engagement Consultant

Epos Now
03.2018 - 12.2019

Customer Service Consultant

Epos Now
05.2017 - 03.2018

Account Handler

Hugh J Boswell
07.2015 - 03.2017

Account Handler

Uttings Insurance
05.2011 - 07.2015

Administration Assistant

Smith & Pinching
10.2006 - 04.2011

A-Levels - Business Studies, English Literature and Film Studies

Dereham Sixth Form College
09.2004 - 06.2006

GCSEs - English Language, English Literature, Maths, Science, Geography, French, I.C.T, Technology, R.E.

Dereham Northgate High School
09.2000 - 07.2004

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