Mark Haynes

Key responsibilities include:

• Contacting customers via phone, email, or other communication channels to remind them of their upcoming renewal date, or obtain information required to generate the renewal price.
• Updating customer records and documenting all interactions in the company's CRM system.
• Issuing the client’s price, highlighting any significant changes from the previous year
• Meeting or exceeding renewal targets and quotas set by the company.. Staying up to date with industry trends and competitor offerings to effectively communicate the value of renewing with the company.
• Providing feedback to the marketing and product teams based on customer insights gathered during renewal conversations.
• Coordinating with other departments to ensure timely and accurate resolution of customer issues.
• Assisting with administrative tasks such as data entry, filing, and document preparation.

Additional Role: Product & Pricing Reporting

• Collecting and analysing data: gathering data from various sources, such as financial reports, customer feedback, and employee performance metrics to identify trends, patterns, and correlations in the data and then present this to senior management.

• Planned training schedules, prepared materials and booked necessary rooms and facilities.
• Conducted regular performance evaluations to identify areas needing improvement.
• Coached and mentored colleagues to deliver high quality learning sessions, identifying areas for improvement and providing detailed feedback in 1:1 meetings.
• Identified gaps in staff knowledge, creating targeted interventions for resolution.
• Analysed training requirements at individual, team and organisational level.
• Implemented training documentation systems to enable progress monitoring and analysis.
• Assessed individual learning needs for a more personalised approach to training.
• Designed e-learning courses, enhancing accessibility for all employees.
• Updated and modified training syllabus to stay ahead of industry developments and maintain relevancy.
• Kept abreast with industry trends to ensure up-to-date content in all trainings offered.

• Trained staff on new technologies, leading to better productivity.
• Asked customer targeted diagnostic questions for speedy root cause analysis.
• Answered user questions about hardware and software operation to help resolve problems.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
• Partnered closely with other IT teams to streamline processes and resolve complex problems more effectively.
• Utilised diagnostic tools to swiftly identify hardware malfunctions.
• Fostered positive client relationships through excellent communication skills.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Collaborated with the development team to rectify software bugs swiftly.
• Investigated and diagnosed customer's technical and product queries.
• Streamlined workflow, resulting in increased efficiency.
• Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.