Elyess Hisham
Manchester,United Kingdom
Summary
Dedicated professional with a strong foundation in ethical practice awareness and adherence to ethical standards. Demonstrates patience, perseverance, and efficient time management in navigating complex financial environments. Possesses comprehensive knowledge of legal regulations and financial products, adept at dealing with uncertainty. Committed to leveraging skills for continued growth in the finance sector.
Overview
3
3
years of post-secondary education
3
3
years of professional experience
Work history
Retentions Support Advisor
4th Utility / Rise Fibre
Altrincham, Trafford
2025.01 - Current
- Handled 30–50 inbound calls daily across retention, cancellations, renewals, home moves and complaints.
Maintained 8-minute average handling time, outperforming 15-minute customer target.
Achieved 90% first-call resolution, resolving queries efficiently and reducing repeat contact.
Maintained 4/5+ average CSAT across 250–300 customer calls.
Retained 3,500+ customers, reducing churn and protecting long-term revenue.
Re-contracted and renewed 400+ customers, supporting customer base growth.
Generated estimated £1.4m retained revenue and £160k renewed revenue, based on £400 average customer value.
Identified cancellation reasons and negotiated tailored retention solutions.
Supported home move customers by reviewing options, retaining accounts and arranging next steps.
Managed complaints involving billing, service issues, installations, cancellations and dissatisfaction.
Worked towards KPIs including save rate, renewals, CSAT, first-call resolution, handling time and efficiency.
Stayed calm during challenging conversations, focusing on practical customer and business outcomes. - Offered bespoke investment solutions for maximising client profits.
Customer Sales Representative / Customer service
Amplifon - Konecta
Sale
2024.09 - 2024.11
- Conducted customer consultations to understand needs, lifestyle, budget and product suitability.
Recommended suitable hearing aid solutions by explaining features, benefits, pricing and aftercare options.
Prospected new clients through outbound calls, qualifying leads and identifying sales opportunities.
Booked 3–6 high-quality meetings per day, supporting pipeline growth and lead conversion.
Used Salesforce CRM and automatic call dialler to manage leads, track activity and maintain accurate records.
Supported product demonstrations and fittings, ensuring customers understood usage, care and maintenance.
Resolved customer queries relating to products, accessories, technical support and aftercare.
Worked towards sales targets and KPIs through follow-ups, upselling, objection handling and customer education.
Built long-term customer relationships through professional after-sales support and ongoing guidance.
Tele sales agent
ORDERYOYO
Manchester
2023.09 - 2024.08
- Made an average of 120 outbound calls per day to restaurants across the UK, achieving approximately 70% contact rate.
Prospected restaurant owners and key decision-makers, qualifying opportunities for Business Development Managers.
Booked 3–5 high-quality meetings per day, averaging around 100 meetings per month.
Generated qualified appointments for BDMs to attend, present solutions and close new business.
Personally signed 3–4 clients per month through phone-based sales conversations.
Upsold marketing packages ranging from £50 to £800 per month, helping increase restaurant partner revenue.
Supported existing restaurant partners with branded website and app solutions to improve online ordering performance.
Used Salesforce CRM and an automatic call dialler to manage leads, track activity and maintain accurate records.
Worked towards KPIs across calls, contact rate, meetings booked, signed clients and accounts going live.
Contributed to team targets by supporting meeting generation, client sign-ups and successful account launches.
Education
Business Administration Diploma -
Manchester College
Manchester 2017.01 - 2019.10
Skills
Ethical practice awareness
Patience and perseverance
Ethical standards adherence
Knowledge of legal regulations
Dealing with uncertainty
Efficient time management
Financial product knowledge
Accomplishments
- Retained over 3,500 customers during my time at 4th Utility / Rise Fibre, helping protect the customer base, reduce churn and support long term revenue retention.
- Based on an estimated average order value of £400 per customer, this represents approximately £1.4 million in retained revenue for the business.
- Successfully re-contracted and renewed over 400 customers, securing continued business and supporting customer base growth.
- Based on an estimated average order value of £400 per renewal, this represents approximately £160,000 in renewed revenue.
- Upsold over 100 marketing packages per month at Orderyoyo, with package values ranging from £50 to £800 per month.
- Based on an estimated average package value of £425, this represents approximately £42,500 in additional monthly recurring revenue.
- Built strong experience across retention, renewals, home moves, complaints, customer negotiation, upselling and objection handling.
Languages
Arabic
References
Shehryar, Awan, Retention Senior Advisor, Shehryar.Awan@4thu.co.uk, 4thutility
Hobbies
Swimming, running, fitness, spending time with family, dining out, travelling and exploring different cultures.
Timeline
Retentions Support Advisor
4th Utility / Rise Fibre
2025.01 - Current
Customer Sales Representative / Customer service
Amplifon - Konecta
2024.09 - 2024.11
Tele sales agent
ORDERYOYO
2023.09 - 2024.08
Business Administration Diploma -
Manchester College
2017.01 - 2019.10