Mark Lewis
Llanelli,Wales
Summary
Accomplished Customer Service Consultant with a reputation for swiftly resolving complex issues and driving exceptional client satisfaction. Adept at managing high-volume queries while enhancing customer retention through proactive solutions and personalised engagement. A persuasive communicator and relationship builder, recognised for fostering long-term connections and elevating team performance through strategic coaching and collaboration. Passionate about delivering measurable results that align with organisational goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer service consultant
Legal & General
Cardiff
02.2017 - 09.2020
- Delivered exceptional life insurance customer service, reducing complaint resolution time by 30% through proactive escalation management and personalised support.
- Maintained exceptionally high standards of professionalism whilst managing customer interactions.
- Implemented team training to improve inquiry resolution efficiency, leading to 20% increase in first-contact resolution rates.
- Generated service reports using Excel, identifying trends and enhancing team performance through data-driven insights. Collaborated within teams to improve overall customer experience
.
Customer services advisor
BT
Swansea
02.2015 - 02.2017
- Provided frontline support for mobile services, resolving technical issues and managing complex complaints, achieving 92% customer retention rate.
- Increased mobile product sales by 45% through consultative sales approach, addressing customer needs with tailored solutions.
- Engaged proactively with customers to reduce cancellations, utilising CRM systems to track interactions and monitor satisfaction.
- Managed refunds, CRM updates, and created performance reports to refine customer engagement strategies.
- Consistently met targets, handling high volume of calls daily.
Customer Service Consultant
Admiral Car Insurance
Swansea
01.2013 - 02.2015
- Utilised Excel to monitor metrics, create customer reports, and document internal processes.
- Administered life insurance policies from inception to cancellation, ensuring compliance and accuracy.
- Achieved 89% client retention rate by delivering exceptional service and reducing cancellations to under 3%.
- Handled diverse customer inquiries about insurance policies, providing multi-channel support.
- Boosted brand loyalty through excellent service delivery and personal interaction with customers.
Education
Bachelor of Arts - Business Management
University of Wales Trinity Saint David
Swansea 09.2020 - 07.2023
Master of Business Administration - Business Administration
University of Wales Trinity Saint David
Swansea 10.2023 - 07.2024
Skills
- Reduced complaint resolution time by 30%, resulting in faster and more efficient service responses
- Increased mobile product sales by 45% while maintaining 92% customer retention rate
- Improved administrative processes, reducing data entry errors by 15% and enhancing reporting accuracy
- Inventory control system
- Team Work
- Fluent in Microsoft Office
- Communication
- Adaptability
- Problem Solving
Affiliations
- Travelling
- Volunteer Work
- Reading
- Self Development
Timeline
Master of Business Administration - Business Administration
University of Wales Trinity Saint David
10.2023 - 07.2024
Bachelor of Arts - Business Management
University of Wales Trinity Saint David
09.2020 - 07.2023
Customer service consultant
Legal & General
02.2017 - 09.2020
Customer services advisor
BT
02.2015 - 02.2017
Customer Service Consultant
Admiral Car Insurance
01.2013 - 02.2015
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