Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Interests
Additional Information
Languages
Timeline
Generic
Ian Sinkamba

Ian Sinkamba

South Shields,Tyne and Wear

Summary

Driven and ambitious marketing professional with background in developing digital marketing strategies and completing market research. Creative, friendly and communicative team player. Proven success in crafting SEO-optimised written content that improves online rankings.

Personable Account Manager with 10 years of energy industry experience. Gifted at lead generation and efficiently resolving customer issues. Increases business opportunities through outstanding client presentations, effective communication skills and dedication to customer service.

Overview

22
22
years of professional experience
32
32
years of post-secondary education
1
1
Certification

Work history

Customer Loyalty Advisor

WorldPay
Gateshead
07.2022 - 04.2023
  • As a Customer Loyalty (Retention) Team member, my focus was to deliver a world-class service whilst offering a range of card payment solutions and commercial offerings that ultimately retained and grew the customer base of the business
  • As a Customer Loyalty Advisor, I was responsible for handling calls from existing Worldpay Customers looking to discuss their current pricing, and products, and terminate all or part of their business
  • I was assigned to look to add value by promoting the products and services that Worldpay from FIS can provide and use commercial negotiation to retain and enable customer and business growth
  • Using creative negotiation, commercial, and sales techniques, I was able to retain the business by understanding the customer's needs
  • I would also recommend solutions and use propositions to assist customers with business growth
  • Retain and create new Worldpay terminal contracts and educate customers regarding the benefits of Worldpay, the products, and the services
  • I was also assigned to handle complaints successfully following established FCA guidelines
  • Worked simultaneously with multiple computer applications and databases to achieve challenging sales targets.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Capitalised on upsell opportunities with new and potential customers.
  • Liaised between customers and internal departments to address and resolve customer service concerns.

Head of Marketing

The Energy Check
South Shields
06.2016 - 11.2021
  • Optimised digital content strategy with targeted and innovative content, increasing organic website traffic by 65%.
  • Launched successful print and digital campaigns worth £35000+ with aligned messaging across all channels.
  • Analysed customer insights and trends to build marketing strategies that resulted in 70% revenue growth.
  • Identified growth opportunities in new market segments, expanding market share by 54%.
  • Reinforced brand authority by presenting company as thought leader at key industry events.
  • Improved social media presence, adding 1000+ followers on Instagram by creating contest promotion strategy.
  • Consistently met campaign goals by developing clear, effective design briefs and providing creative guidance.
  • Improved conversion with tailored email marketing strategy per customer segment, boosting sales by 46%.
  • Developed strategic partnerships with influencers and complementary brands.
  • Managed marketing budgets with data and results-driven decision making.
  • Crafted compelling written content optimised for SEO, helping to improve online ranking.
  • Evaluated marketing campaigns using key metrics and performance indicators, enhancing future propositions.
  • Created engaging marketing materials, driving campaign and brand awareness.
  • Monitored market trends to remain ahead of competitors, consistently meeting client demands.
  • Managed contractors to complete design and video production projects.
  • Conducted market research to identify key customer segments and target audiences.
  • Coordinated promotional activities and trade shows to increase brand visibility.
  • Determined strategy for social media marketing for cohesive messaging across multiple platforms.
  • Spearheaded lead generation activities to promote brand awareness and interest within target market.
  • Conceived cost-effective ideas by thinking outside the box, securing impressive results with limited budget.
  • Controlled use of Google AdWords to achieve maximum ROI and meet campaign objectives.
  • Tracked KPIs to monitor success and progress of different marketing strategies using data to guide changes.
  • Coordinated A/B testing to compare impact of marketing materials and inform decision-making.
  • Produced periodic marketing reports for senior management, detailing strategy progress and KPI metrics.
  • Planned and executed commercial events designed to boost campaign awareness.
  • Discussed strategic decisions with internal and external stakeholders, leveraging expertise across disciplines.
  • Optimised landing pages, social media posts and online copy for specific audiences.
  • Utilised Google Analytics and HubSpot to monitor PPC advertising and newsletter campaigns.
  • Leveraged marketing tools and software to produce exquisite marketing materials and track KPIs.
  • Facilitated smooth campaign execution, collaborating effectively with creative teams and external agencies.

B2B Energy Consultant

Utilitywise Plc
Newcastle upon Tyne
01.2015 - 01.2016
  • My responsibilities were to populate my own prospect pipeline and develop energy solutions and secure valued sales for my customers
  • With industry leading, customer relationship management software and identifying cost saving opportunities for my customers this enabled me to gain the confidence and trust with any business energy needs I was responsible for
  • Key Achievement/Projects
  • Successfully managed a vast portfolio of small to large business energy users, focusing on client relationships and building trust by understanding the clients' needs and adapting high end resolutions through bespoke energy management products and services, providing support through continuous monitoring of their consumption costs and monitoring with industry leading advise and customer care
  • Generated B2B sales over £500K
  • Consulted with customers related to end-use natural gas applications and conducted technical and economic analysis.
  • Recommended energy efficiency improvement methods to commercial, industrial and social audiences.
  • Contacted leads to schedule meetings and presentations, explaining importance of saving energy.
  • Engaged with prospective businesses, securing key customer renewals, prices and requirements information.

Account Manager

G4S Utility Services
Newcastle upon Tyne
01.2014 - 01.2015
  • Assigned to the British Gas Smart Meter nationwide rollout to the value of £600m, providing the link between additional utility company portfolios and internal stakeholders, and act as the conduit between the organisations to manage the delivery of contracts
  • My role was to coordinate and facilitate all aspects of the client journey, to ensure that our clients have complete confidence in our processes and procedures and to manage expectations in relation to Time, Costs and Quality
  • The role also required the delivery and review of performance data for utility companies on a daily, weekly, monthly and cumulative basis, resolving issues with the data including detailed investigation of anomalies
  • Presenting data reporting to my clients and explaining patterns and anomalies that are affecting delivery
  • Use client feedback and trend analysis to develop/action resolution plans to resolve negative trends
  • Preparing month end invoicing for utility companies
  • Management of work flows into the business relating to work requirements
  • Identifying problems relating to processing issues within teams and to ensure contractual targets are met for my clients
  • Key Achievement/Projects
  • Achieved sales for British Gas within 8 months of joining the business and rolled out over 30K smart meters to households throughout the UK
  • Identified a more robust method of managing our services installations team for the British Gas contract which enabled us to complete more jobs quicker than previous methods
  • Created an internal UX designed system that acted as a CRM for all utility companies working with G4S
  • Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
  • Optimised sales volume by managing accounts and building rapport.
  • Produced management team reports on account health and target delivery.
  • Developed account growth strategy by identifying opportunities with existing accounts.
  • A database of information that was user friendly and guided the user to areas within G4S for faster data and network location accessing.
  • Proposed new solutions to meet changing customer needs and objectives to offer added value.
  • Visited customer locations to determine needs, set up contracts and provide training.
  • Handled customer concerns and complaints to resolve issues and build loyalty.

Sub-Contractor Coordinator

Carillion Energy Services
Newcastle upon Tyne
01.2008 - 01.2013
  • Managed gas, oil, solid-fuel, electric, warm-air heating and insulation companies delivering government funded energy-saving projects aimed at tackling fuel poverty, including local authority building services schemes
  • These projects were the Warm Front Scheme, Telford Fuel Project, Affinities Scheme and Eco Affordable Warmth
  • My role was to ensure contractual compliance was achieved by each contractor within my regions through performance monitoring of their KPIs, regular reporting produced to highlight any shortcomings or plans for improvement, as well as motivating the subcontractors and their teams to ensure the understanding of the business and customer needs
  • My daily role was to oversee a high volume of heating and insulation installations, which included the strategic planning of work allocations within my given regional areas
  • My focus was on quality and performance, ensuring customer satisfaction and a target zero approach to health and safety were achieved
  • This involved coaching and frequent reporting on service excellence through to DECC and Project Directors
  • Managed 30 heating and insulation subcontractors throughout the UK and delivered to all KPIs set for my teams and myself
  • Through my subcontractor regions, we successfully delivered heating and insulation improvements and new system installations to over 185K homes
  • I assisted in the development and training to my regional contractors on the use of new IT systems designed for the management of new contracts
  • I was also involved in the testing of bespoke IT systems to guarantee the full understanding of their capabilities and functions for the end-users.
  • Enforced safety rules and guidelines at construction sites for avoiding injuries and accidents to workers.

Co-Founder and Creative Designer

The Skinny Magazine
Edinburgh
06.2005 - 09.2008
  • As a reviewer, contributor, and writer for Noise Magazine in Edinburgh, I had the opportunity to be part of a dynamic team that embarked on a thrilling venture to launch a brand new culture and listings magazine known as The Skinny Magazine
  • Comprising former employees of Noise Magazine, our collective mission was to infuse this publication with a fresh perspective
  • In this exciting endeavor, my primary responsibility revolved around crafting the captivating logo for The Skinny Magazine
  • Additionally, I took on the role of a creative section graphics designer and photographer, lending my artistic touch to enhance the visual appeal of the publication
  • Beyond my design contributions, I also assumed the role of an events manager, organizing and coordinating various happenings
  • Furthermore, I embraced the opportunity to showcase my DJ skills at select events while regularly attending concerts, gigs, and clubbing events to provide comprehensive reviews for The Skinny Magazine
  • Executed high quality designs using allocated resources and budget.
  • Overall, my involvement with The Skinny Magazine allowed me to contribute my diverse skill set and immerse myself in the vibrant cultural scene, capturing its essence through captivating design and photography, event management, and insightful reviews

Executive

Scotia Gas Networks, Eaga Scotland
Edinburgh
01.2004 - 01.2008
  • Managed the gas utility supplier, Scotia Gas Networks, as part of the Scottish Executive Scheme 'Central Heating Program'
  • Worked closely with customers by arranging gas connections to their properties and coordinating their installations with the heating contractors and suppliers
  • Received inbound queries from customers, heating contractors, different areas of the business and our call centre on all cases relating to the scheme's gas installation services
  • Identifying trends and potential problem sources by analyzing former problems or incidences
  • Produced reports for the senior project management teams highlighting existing and future spends
  • Monitored KPIs set for the supplier and ensured SLAs were adhered to

Customer Service Agent

eaga plc, Eaga Partnership
Newcastle upon Tyne
01.2001 - 01.2008
  • Newcastle upon Tyne - Energy grant association managing fuel poverty grants
  • A government funded initiative set up by DECC, offering free central heating and insulation for those on certain benefits
  • As a customer service agent, my duty was to ensure the successful delivery of service excellence to our customers, ensuring they had a full understanding of the goods and services provided under the scheme, their rights as a customer, but also to be a positive voice of the company.
  • Delivered consistently excellent customer service to guarantee positive company experiences.
  • Collaborated well with other customer agents to deliver consistent service across various platforms.
  • Acted as first point of contact for customer issues and queries.
  • Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
  • Logged customer information and data in secure systems, maintaining GDPR compliance.
  • Exceeded targets with strong rapport building and product knowledge.
  • Documented recurring requests, enquiries and complaints, communicating findings and potential corrective action to line manager.
  • Offered prompt solutions to maintain customer satisfaction.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Offered detailed advice on product and service benefits.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Assisted manager in implementing and updating procedures to sustain quality standards.
  • Liaised with team to develop strategies in improving customer service.
  • Troubleshot glitches and provided techniques to smooth workflow for customers.
  • Scheduled customer appointments and sent reminders to maintain active schedule.
  • Participated in staff meetings to discuss new developments.
  • Recorded and processed customer data accurately.
  • Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
  • Registered and updated accurate customer information on database.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Recorded customer communications to maintain proper documentation.

Education

A-Levels - Business Studies, French, English

Royal Russell School
Croydon
09.1995 - 09.1998

GCSEs - Maths, English, French, Biology, Chemistry, Physics, Art, CDT, Geography

Cannock School
Orpington, Bromley
09.1989 - 07.1995

Bachelor of Arts - Multimedia Graphics Design

Northumbria University
Newcastle upon Tyne
09.1998 - 09.2021

Skills

  • Adobe Creative Suite
  • Audio & Visual production
  • Advertising
  • Account management
  • WordPress
  • PPC Campaign Management
  • Business development
  • Digital marketing
  • Social media marketing
  • Mailchimp
  • CRM software development
  • Salesforce
  • POS systems
  • Data entry
  • Report generation
  • High-value project management
  • Inter-department collaboration
  • Sales proficiency
  • Team Building
  • Account management
  • Key stakeholder relationship building
  • Professional telephone demeanour
  • International sales support
  • Strategic sales knowledge
  • Complaint resolution
  • Staff education and training

Accomplishments

  • Creative Marketing and Design Professional with Expertise in Account Management, Events
  • Coordination, Sales and Business Development.

Certification

Diploma in Professional Marketing and Membership to CIM 2018 Introduction to Marketing for Business 2016 Team Building course 2005 Communication Skills course 2006 Leadership and Teamwork course 2005 Assertive Communication and Influencing course 2008 Delivering Customer Service Excellence course 2002

Interests

What do I enjoy doing in my spare time? I enjoy spending time with my family and finding new ways to make my kids laugh. watching movies,radio presenting, music production, traveling and enjoying life.

Additional Information

  • Eligible to work in the UK: Yes

Languages

English
Native
French
Upper intermediate

Timeline

Customer Loyalty Advisor

WorldPay
07.2022 - 04.2023

Head of Marketing

The Energy Check
06.2016 - 11.2021

B2B Energy Consultant

Utilitywise Plc
01.2015 - 01.2016

Account Manager

G4S Utility Services
01.2014 - 01.2015

Sub-Contractor Coordinator

Carillion Energy Services
01.2008 - 01.2013

Co-Founder and Creative Designer

The Skinny Magazine
06.2005 - 09.2008

Executive

Scotia Gas Networks, Eaga Scotland
01.2004 - 01.2008

Customer Service Agent

eaga plc, Eaga Partnership
01.2001 - 01.2008

Bachelor of Arts - Multimedia Graphics Design

Northumbria University
09.1998 - 09.2021

A-Levels - Business Studies, French, English

Royal Russell School
09.1995 - 09.1998

GCSEs - Maths, English, French, Biology, Chemistry, Physics, Art, CDT, Geography

Cannock School
09.1989 - 07.1995

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Ian Sinkamba