Deborah Thorogood

Support Area Manager with a team of 27 Employed agents.

Excellent customer service skills being able to interact with both customers and agents to problem solve and exceed customer expectations.

IT literature (able to learn new systems and use word and excel to a good level

Flexible to change- able to adapt to new working methods and able to motivate the team towards change.

Team management. able to manage remotely.

Flexible approach to work

Excellent organisational and planning skills with ability to adapt to situational changes.

Ability to manage objectives and impact daily working week to be effective to the business

Monitor, review guide and support Agents with good communication to reach a high standard.

Manage time effectively

• Establish a team of Self-Employed Agents who are competent and of the highest integrity who may be relied upon to over sea the day-to-day operation of their agency.
• Compliant with Company Polices Procedures
• Oversea the maintenance of satisfactory business standard to ensure the customer is always treated fairly, ensuring the customer is at the heart everything.
• Implement Company initiatives and changing working practices to ensure any changes to the business are overseen to an excellent standard.
• To plan and organise my own working week using effective time management to ensure all aspects and responsibilities of the role covered.
• Ensure each self -employed agent is aware of their statutory responsibilities and that a culture of compliance with all laws and regulations are embedded within their agency.
• fully conversant with Company KPIs and available MI

• Applied exceptional customer service skills across all sales channels to engage prospects.
• Listened to customer problems, objections and concerns, offering tailored solutions.
• Retained customers by building rapport and delivering tailored product recommendations.
• Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
• Built a portfolio for Customers to review goods being sold.
• visited customers in their homes, given them sound advise.
• Exceeded weekly sales targets.

• Achieved Branch Manager of the Region 2000, also overall award for Branch of the Year 2000 Southend.
• Increasing KPI’s, customers growth by 102%, cash collect 92%, sales 110%, reducing Bad Debt.
• increased team of Self Employed Agents from 8 to 14.
• Weekly 1-2-1 with agents to go through any problems or further training required, setting weekly targets in growth, collect and sales.

• Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
• Performed quarterly employee performance appraisals.
• Organised regular coaching and training exercises with staff to build motivation.
• Resolved customer complaints quickly and professionally to maintain satisfaction.