KAREN ALABASTER
Angmering, Littlehampton,Sussex
Summary
Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with special talents in drumming up new business. In-depth knowledge of Urology Medical products Bespoke Laboratory Labelling Products and CRM software
Overview
28
28
years of professional experience
Work history
Customer relationship account manager UK Labs
CILS International
Worthing, West Sussex
01.2025 - Current
- Managed a diverse portfolio of accounts whilst maintaining high levels of customer satisfaction.
- Strengthened customer retention by providing personalised service to each account.
- Developed comprehensive reports on account activity to present to senior management.
- Cultivated long-term client relationships for increased loyalty and repeat business.
- Handled multiple accounts efficiently, thereby maximising productivity.
- Oversaw all aspects of account management, including billing queries and dispute resolution.
- Coordinated with other departments for seamless service delivery to clients.
- Conducted regular check-ins with clients, resulting in strong professional relationships.
- Improved customer experience through after-sale service calls.
- Responded to telephone and in-person requests for information.
- Built lasting relationships with clients through customer service interactions.
- Adapted sales techniques to specific clients and promoted products based on individualised client needs.
- Set up appointments with potential and current customers to discuss new products and services.
- Developed new business by networking with valuable customers.
Customer Relationship Manager and Sales Advisor
Bard (BD) UK - Medical products
Lancing, West Sussex
09.2023 - 01.2025
- Escalated queries outside area of expertise whilst keeping customers updated to ensure speedy outcome.
- Demonstrated excellent customer service and rapport building skills by phone and through written correspondence.
- Captured customer data, entering and updating relevant information on company system to maximized data accuracy.
- Skillfully navigated challenging phone conversations with resilience, confidence and interpersonal skills to achieve positive outcome.
- Actively listened to customers to quickly identify needs and proactively enhance their brand experience.
- Skilfully navigated challenging phone conversations with resilience, confidence and interpersonal skills to achieve positive outcome.
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Kept abreast with latest product developments to inform customers.
- Tracked orders and processed refunds for new and existing customers.
- Practiced cross-selling techniques to showcase other products and services.
- Surpassed volume and revenue-based sales targets with compelling communication and targeted sales strategy.
- Championed sales techniques to maximise sales conversions, boosting profitability by 4% since February
- Utilised excellent direct sales techniques and rapport-building skills to convert warm leads into sales.
- Delivered store sales targets with tailored add on sales and product recommendations.
- Maximised sales opportunities by maintaining up-to-date knowledge of products and sales promotions.
- Increased retail sales through exceptional product knowledge and persuasive sales techniques.
CRM Manager
ASC Cloud
Bromley, Kent
01.2022 - 06.2022
- Managed escalated client enquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
- Monitored customer interactions, liaising with customer relationship team to drive exceptional service delivery.
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Handled high-volume telephone calls to address and resolve customer queries.
- Monitored email to promptly collect and respond to complaints.
- Kept organised calendar and set up new appointments for field personnel resolving issues.
- Processed refunds, exchanges and service requests for customers.
- Gave out information and advice about available ASC Cloud product options.
- Provided information on after-sales services for comprehensive support.
- Managed up to 100 customer inquiries per day in fast-paced centre both online and via phone.
- Stayed current on policies, procedures and standards to offer optimal support.
Underwriting Assistant - Space and Aviation
Hiscox 505 Underwriting
London, London
02.1998 - 02.2005
- Met with customers to determine their needs and requirements.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Worked with colleagues to review, accept or deny new and renewal business.
- Analysed risk of loss related to catastrophe, possible loss or severity.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Answered customer questions and concerns regarding insurance policies and coverage.
- Reviewed insurance contracts, checking for accuracy and completeness.
- Negotiated coverage, policy pricing and service delivery during meetings with customers, agents or brokers.
- Provided support to customers, assisting with policy terms, coverage options, renewals and claims handling.
- Made quick, sound decisions within underwriting authority and based on appropriate data.
- Built and nurtured strong, professional relationships with members and brokers for portfolio retention and growth.
- Communicated with customers to determine policy limits and degree of risk.
- Met with customers, agents and brokers to negotiate coverage, price and service delivery.
Education
A-Levels - Maths, French, History, GS
Ravenwood School
Bromley1998
Skills
- Communication skills
- Google Workspace
- Problem-solving
- Knowledge of Hubspot
- Technology integration
- Customer service
- Persuasive communication style
- Relationship building
- Online sales
- Product and service expertise
- Query problem solving
- Customer experience enhancement
- CRM systems
- Inbound call handling
- Advanced product knowledge
- Dispute resolution
- Payment processing
- Customer retention
- Customer care
Timeline
Customer relationship account manager UK Labs
CILS International
01.2025 - Current
Customer Relationship Manager and Sales Advisor
Bard (BD) UK - Medical products
09.2023 - 01.2025
CRM Manager
ASC Cloud
01.2022 - 06.2022
Underwriting Assistant - Space and Aviation
Hiscox 505 Underwriting
02.1998 - 02.2005
A-Levels - Maths, French, History, GS
Ravenwood School