Caitlin Owen

Generate new business opportunities through high-volume outbound sales calls to prospective clients.

Identify, qualify, and develop leads through proactive prospecting and consistent follow-up.

Use cold calling techniques to introduce services, engage decision-makers, and convert interest into sales opportunities.

Build rapport with customers by clearly explaining services, addressing questions, and handling objections effectively.

Consistently work towards and achieve individual sales targets while contributing to overall team performance.

Responded promptly to customer queries, ensuring resolution whilst upholding satisfaction levels.

• Retain magazine subscription customers, ensuring ongoing satisfaction and loyalty.
• Manage customer cancellation requests primarily via email, handling individual cases end to end.
• Make outbound calls to customers when required to resolve cases and support retention.
• Achieve KPIs and monthly retention targets.
• Handle objections, problem-solve, and negotiate retention outcomes.
• Accurately capture and update customer data, notes, and outcomes across internal systems.
• Identify and action cross-selling opportunities, promoting relevant products or subscription offers to existing customers.
• Raise and manage complaints in line with company procedures, ensuring accurate documentation and timely resolution.
• Key Achievement: Strengthened customer loyalty by resolving cancellation requests with empathy and clear communication, ensuring customers felt heard, supported, and confident in continuing their subscriptions.

• Managed contractor client accounts, ensuring accurate, compliant insurance documentation and up-to-date CRM records.
• Reviewed, verified, and approved insurance documents, proactively contacting clients about renewals or lapsed cover.
• Provided efficient customer service by resolving client and internal queries promptly.
• Oversaw full client onboarding, including sending welcome materials and maintaining stock levels for onboarding packs.
• Used Microsoft Excel and general administrative processes to support accurate data management and smooth operational workflow.
• Oversaw daily team workflows, including task allocation, performance monitoring, and quality assurance checks to maintain accurate, consistent, and efficient operations.
• Created training materials and delivered onboarding for new starters, ensuring consistent knowledge, confidence, and high-quality performance across the team.
• Key Achievement: Developed strong administrative expertise while also gaining hands-on experience in Quality Assurance, training delivery, and day-to-day team management, contributing to higher accuracy, consistency, and overall team performance.

• Sold HomeCare insurance products to new and existing customers through inbound and outbound calls.
• Consistently met sales and retention targets by upselling, cross-selling, and offering tailored cover options.
• Built rapport and trust to retain customers, turning service enquiries into sales opportunities.
• Explained policy benefits, terms, and pricing clearly to support informed customer decisions.
• Resolved customer issues quickly and empathetically, including during sensitive life events.
• Maintained compliance standards and accurate customer records to ensure a smooth, reliable sales process.

• Resolved customer queries, complaints, and account issues efficiently, ensuring a positive experience and maintaining high service standards.
• Managed new orders, upgrades, and refunds while maintaining accurate and compliant customer records across internal systems.
• Delivered sales through effective product recommendations, identifying customer needs and promoting suitable EE services and solutions.
• Utilised Microsoft Teams and Excel to support workflow management, reporting, and smooth coordination across the wider team.