Daniel Long
Ashford,Kent
Summary
Accomplished professional with expertise in tactful negotiation and outstanding customer service. Demonstrates strong written communication and efficient telephonic etiquette, ensuring exceptional relationship management and complaint resolution. Proficient in data entry with a solid understanding of GDPR, adept at handling pressure and resilient in stressful situations. Committed to delivering analytical problem-solving and empathetic understanding to enhance customer satisfaction.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Provide superior customer service and resolve all issues quickly and with positive attitude.
Overview
27
27
years of professional experience
2024
2024
years of post-secondary education
1
1
Certification
Work history
Customer Support Executive
Ageas UK
Remote
2025.12 - 2026.01
- Reconciled incoming payments daily between Worldpay and EIS, ensuring accurate journal entries.
- Updated policies with no claims discount upon receipt from policyholders, verifying all vehicle details.
- Logged customer complaints accurately to ensure compliance with FCA regulations.
- Provided follow-up emails and documentation to enhance customer support.
- Communicated effectively with customers, colleagues, and external partners to maintain strong relationships.
- Handled motor new business enquiries promptly while adhering to company standards.
Customer Service Executive
Saga Services PLC
Hybrid
2024.04 - 2025.12
- Delivered follow-up emails and documentation to enhance customer support.
- Maintained robust customer relationships through effective resolution of queries and complaints.
- Demonstrated comprehensive product knowledge to provide accurate information to customers.
- Answered incoming phone calls with professionalism and empathy.
- Consistently surpassed monthly productivity targets through efficient service delivery.
- Resolved complex customer issues patiently, fostering satisfaction and loyalty.
- Managed policy queries across multiple products efficiently.
- Handled accounts queries and interactions across digital platforms, including webchat and email.
Service Delivery Adviser
Saga Services PLC
Folkestone/Hybrid, Kent
2019.11 - 2024.04
- Converted quotes into sales, prioritising customer retention and exceptional service.
- Investigated and resolved customer complaints, escalating issues as necessary.
- Developed expertise in home insurance to provide tailored solutions for customers.
- Contributed to team objectives by achieving key performance indicators set by management.
- Supported colleagues as a knowledgeable team member, fostering collaboration.
- Maintained a positive attitude when addressing customer concerns.
Senior Accounts Co-Ordinator
Dentalsky Wholesaler Ltd
Ashford, Kent
2016.01 - 2019.09
- Processed sales and purchase ledgers, ensuring daily banking completion.
- Executed full month-end processes, including statement and remittance dispatch via SAP.
- Managed credit control procedures, implementing necessary improvements.
- Established and monitored company and individual customer credit limits.
- Oversaw finance due on sales, contacting customers to prevent overdue balances.
- Secured outstanding debts by initiating proceedings against non-paying customers.
- Contributed to implementation of payment systems, including Direct Debit and mobile card transactions.
- Reported credit and debt status to senior management, facilitating organised task completion.
- Ensured timely payments with diligent tracking of accounts payable.
- Coordinated with clients regarding payment plans, fostering positive relationships.
Account Manager/Business Development Manager
Dentalsky Wholesaler Ltd
Ashford, Kent
2013.08 - 2016.01
- Engaged with customers and suppliers to resolve queries efficiently.
- Conducted research to identify potential leads and opportunities.
- Developed a portfolio of customers, enhancing business relationships.
- Collected and analysed information to generate new business opportunities.
- Contacted prospective clients via phone and email to promote services.
- Managed diverse client interactions across Private and NHS sectors.
- Evaluated competitor activities through regular checks, formulating strategic responses.
- Attended trade shows and exhibitions, expanding professional network.
Sales Agent
BSkyB Ltd
Various, Kent/Sussex
2012.07 - 2013.08
- Executed sales strategies in Kent, Sussex, and South London, engaging the public in shopping centres and high streets.
- Conducted door-to-door cold calling to arrange appointments for Sky products.
- Achieved 96.4% in mystery shopper evaluation, ranking highest in division for the month.
- Promoted all BSkyB products and services to enhance customer reach.
- Managed product demonstrations for increased customer engagement.
- Performed regular follow-ups with prospective customers, leading to increased conversion rates.
Senior Sales Consultant
Carphone Warehouse
Ashford, Kent
2006.09 - 2012.07
- Consistently exceeded sales targets while achieving three consecutive 100% mystery shop results.
- Advised customers on product selections to enhance overall satisfaction.
- Acted as store ambassador, ensuring high standards of customer service.
- Managed store operations in the absence of the Branch Manager as key holder.
- Conducted audits and maintained stock control to optimise inventory levels.
- Trained new starters to ensure seamless integration into team dynamics.
- Ensured adherence to company health, safety, and security standards.
- Leveraged extensive product knowledge to identify and promote suitable solutions.
Train Team Leader/ Deputy Conductor Manager
Southeastern Railways
Tonbridge, Kent
2004.01 - 2006.08
- Oversaw 52 train crew members, ensuring compliance with regulations through regular monitored assessments.
- Conducted route exams for conductors to verify competency levels.
- Achieved stringent budgetary and workforce productivity targets consistently.
- Demonstrated strong interpersonal skills and negotiation expertise in team interactions.
- Exhibited innovation and motivation in improving operational processes.
- Interpreted financial statements to inform decision-making.
- Pursued D32/D33 and L12 assessors' qualifications for professional development.
Conductor/Guard
Southeastern Railways
Ashford, Kent
1998.09 - 2004.01
- Delivered world-class customer experience while ensuring safety on Southeastern services.
- Managed daily operational activities to safeguard customers and colleagues.
- Greeted customers, providing assistance and information, especially during service disruptions.
- Checked and sold tickets, offering support and guidance as needed.
- Maintained a clean, safe environment for all passengers.
- Acted as an ambassador for Southeastern Railways, promoting core values and customer satisfaction.
- Ensured collection and protection of revenue on behalf of the company and railway industry.
Education
FA Level 1 - Talent Identification
Football Association
FA - Equality and Diversion
Football Association
FA - Disability Football Introduction
Football Association
ECB Qualified - Cricket Umpire
ECB ACO
FA Qualified - Football Referee
Kent County FA
NVQ Level 2 - Customer Service
Skills network
NVQ Level 2 - Retail Skills
Protocol Skills Network
BAFRA Qualified - Rookie NFL Official
BAFRA
GCSEs -
Channel High Secondary School
Folkestone 1986.09 - 1990.06
Skills
- Tactful negotiation
- Pressure handling
- Data entry proficiency
- Knowledge of gdpr
- Resilience to stressful situations
- Strong written communication
- Telephone manners
- Efficient telephonic etiquette
- Empathy understanding
- Problem-solving
- Relationship Management
- Complaint resolution
- Outstanding customer service
- Analytical
Hobbies and interests
REGULARLY PLAYING GOLF., I WAS ALSO MADE A LAIRD IN TITLE., SEASON TICKET HOLDER AT MY HOMETOWN FOOTBALL CLUB, REPRESENTED MY TOWN IN WORLD RULES POOL, REPRESENTED ENGLAND IN DISABILITY POOL IN BLACK BALL RULES, BRAZILIAN JIU JITZU, Reading crime novels, Enjoy watching all sports either live or on television, Enjoy going to live gigs
Websites, Portfolios and Profiles
https://www.linkedin.com/in/danlong1974
Driving license
Category B auto
Affiliations
- Golfing,
Certification
I am fully advanced DBS checked
Accomplishments
Received the Area Commanders Cementation from the British Transport Police following an incident where a gent was hit by the train I was working, administering full first aid while liaising with emergency services and signal boxes.
References
References available upon request.
Timeline
Customer Support Executive
Ageas UK
2025.12 - 2026.01
Customer Service Executive
Saga Services PLC
2024.04 - 2025.12
Service Delivery Adviser
Saga Services PLC
2019.11 - 2024.04
Senior Accounts Co-Ordinator
Dentalsky Wholesaler Ltd
2016.01 - 2019.09
Account Manager/Business Development Manager
Dentalsky Wholesaler Ltd
2013.08 - 2016.01
Sales Agent
BSkyB Ltd
2012.07 - 2013.08
Senior Sales Consultant
Carphone Warehouse
2006.09 - 2012.07
Train Team Leader/ Deputy Conductor Manager
Southeastern Railways
2004.01 - 2006.08
Conductor/Guard
Southeastern Railways
1998.09 - 2004.01
GCSEs -
Channel High Secondary School
1986.09 - 1990.06
FA - Equality and Diversion
Football Association
FA - Disability Football Introduction
Football Association
ECB Qualified - Cricket Umpire
ECB ACO
FA Qualified - Football Referee
Kent County FA
NVQ Level 2 - Customer Service
Skills network
NVQ Level 2 - Retail Skills
Protocol Skills Network
BAFRA Qualified - Rookie NFL Official
BAFRA
FA Level 1 - Talent Identification
Football Association