Becky Lee
Milton keynes
Summary
A dedicated and experienced customer service professional with over 10 years of experience in customer relations and sales. Skilled in home insurance, advertising sales, and customer service management, with a track record of exceeding targets and delivering exceptional customer experiences. Holds relevant qualifications, including Customer Service Level 3 and CII Level 1, and thrives in dynamic, fast-paced environments. Known for excellent communication, problem-solving, and interpersonal skills.
Overview
15
15
years of professional experience
Work history
Customer Relations Expert
Policy Expert Insurance
01.2014 - 11.2024
Policy Expert is a leading UK-based insurance provider serving over 1.5 million customers with tailored solutions.
- Provide expert support and guidance to customers, offering tailored insurance solutions
- Managing Zendesk CRM Live Chat and Email communications effectively within company SLA's and meeting all KPI metrics.
- Continually work with Business Analysts to accomplish valuable improvements for our customer journey.
- Lead and managing daily workload in Zendesk Omnichannel CRM
- Resolve customer enquiries, urgent claims support, and policy changes in a timely and professional manner
- Actively mentoring and coaching new and existing agents, focusing on skill development, product knowledge, and customer service best practices. Providing ongoing feedback and performance reviews, resulting in improved individual and team performance.
- Demonstrating strong product knowledge and empathy, resulting in high customer satisfaction rates and retention
- Contributing to process improvements, improving efficiency and customer experience
Advertising Sales Representative
MK News Newspaper
01.2013 - 12.2014
- Sold advertising space and features to businesses, with a focus on understanding client needs and providing solutions
- Developed and maintained strong relationships with clients, resulting in repeat business
- Consistently achieved monthly sales targets, contributing to the newspaper’s profitability
Field Sales Representative
Watford Gazette Newspaper
04.2012 - 12.2013
- Managed field sales for advertising in the newspaper, building relationships with local businesses
- Identified and pursued new sales opportunities, resulting in increased revenue for the newspaper
- Conducted presentations, negotiated contracts, and maintained long-term client relationships
- Met and exceeded sales targets on a regular basis
Advertising Sales Representative
MK Citizen Newspaper
01.2010 - 03.2012
- Focused on selling advertising features and ad space in the MK Citizen newspaper
- Worked with clients to tailor advertising packages and campaigns that met their business objectives
- Developed strong relationships with clients, resulting in high client retention
- Surpassed sales targets and contributed to the growth of the newspaper’s advertising revenue
Education
Customer Service Level 3 -
Innovate Awarding
Insurance Test Level 1 -
Chartered Insurance Institute
Skills
Customer Service Excellence – Ability to manage and resolve customer inquiries, providing effective and empathetic solutions
Sales & Negotiation – Proven track record in selling products and services, exceeding sales targets, and negotiating favourable terms
Team Coaching & Development – Experienced in mentoring and training new agents, fostering skill development and enhancing team performance
Insurance Knowledge – In-depth understanding of home insurance policies, products, and claims processes
Relationship Management – Strong ability to build and maintain long-lasting client relationships, ensuring customer loyalty and satisfaction
Target Achievement – Consistently meeting or exceeding individual and team targets in sales and customer service roles
Problem Solving & Conflict Resolution – Skilled in resolving issues efficiently and effectively, ensuring a positive outcome for both customers and the business
Communication Skills – Excellent verbal and written communication, with the ability to convey complex information clearly to diverse audiences
Time Management & Prioritisation – Ability to manage multiple tasks and deadlines while maintaining attention to detail and quality
Adaptability– Comfortable working in dynamic, fast-paced environments, and adept at adjusting to new tools, processes, and challenges
Timeline
Customer Relations Expert
Policy Expert Insurance
01.2014 - 11.2024
Advertising Sales Representative
MK News Newspaper
01.2013 - 12.2014
Field Sales Representative
Watford Gazette Newspaper
04.2012 - 12.2013
Advertising Sales Representative
MK Citizen Newspaper
01.2010 - 03.2012
Customer Service Level 3 -
Innovate Awarding
Insurance Test Level 1 -
Chartered Insurance Institute
Similar Profiles
Pankaj GoyalPankaj Goyal
Assistant Manager - Finance at Policy Expert Insurance Broker Private LimitedAssistant Manager - Finance at Policy Expert Insurance Broker Private Limited
Jon PhillipsJon Phillips
Project Manager at Pets at Home | Insurance | Start - Up DivisionProject Manager at Pets at Home | Insurance | Start - Up Division
Chris BokwalaChris Bokwala
Marketing Coordinator at Policy ExpertMarketing Coordinator at Policy Expert
Seneha ManojSeneha Manoj
Online Legal assistant at Messrs Azim Kelvin Zaefri & AssociatesOnline Legal assistant at Messrs Azim Kelvin Zaefri & Associates
JOSEPH FYNNJOSEPH FYNN
Warehouse Operative at Side KickWarehouse Operative at Side Kick