Mark Topping

I earned official recognition as a fully FCA compliant manager and trainer, a program that I subsequently extended to a team of over 100 staff members. My meticulous attention to detail and consistent dedication to fulfilling our clients' needs on a daily basis earned me high regard from clients.

Throughout my tenure, I adeptly managed my own team while actively participating in training and development initiatives, expanding our capabilities even further. One of my key accomplishments was ensuring that every staff member was comprehensively trained across the three critical areas of the role: FCA compliance, policy wording, and medical background screening.

• Managed my own team successfully while working alongs training and development to roll out more
• Ensuring all staff are fully trained in all areas of the three critical areas of the job - FCA compliant, policy wording, medical background screening
• Handled insurance queries from quotation stage to sold policies.
• Guided clients on correct coverage limits based on analysis of risk factors.
• Implemented new business development strategies to increase client base and bolster revenue.
• Developed strategies to expedite payments and customer resolutions.
• Cut company operating budgets through improved staffing, resourcing and inventory management.
• Trained staff in insurance product and service promotion, boosting sales and exceeding quotas.
• Provided ongoing support and training to insurance claims team members, offering constructive feedback to maintain excellent service standards.
• Worked with clients to determine correct coverage levels and options for coverage.
• Consistently met client satisfaction goals, identifying areas in which the client may require aid and proposing solutions.

Recognized for adeptly grasping and adapting to client policies and software, I am a trusted resource for resolving intricate issues. Swiftly promoted to deputy in three months due to exceptional performance, I align with the company's fast-track management ethos. As a core member, I effectively train new team members and provide continuous development. My role encompasses ensuring efficient vehicle repair processes, quality assurance, and adept communication. Proficient with IT requirements, I excel in remote work with proprietary software. Thriving under pressure, I contribute to customer satisfaction by handling call back support, resolving team issues, and ensuring quality service.

• Integral in training new team members and providing continuous development
• Streamlined vehicle repair process, ensuring timely return to customers
• Ensured quality assurance through call assessment and provided 1-on-1 coaching
• Ensured quality assurance through call assessment and provided 1-on-1 coaching
• Efficiently managed team operations, accounting for daily tasks and responsibilities
• Maintained excellent communication skills for interactions with the public
• Adapted adeptly to IT requirements, efficiently working with proprietary software
• Thrived in a high-pressure environment, managing customer needs and expectations
• Contributed to call back team, resolving escalations and preventing complaints
• Assisted 15 team members with escalation problems for quick resolutions
• Orchestrated feedback and complaint processes, engaged independent engineers for issue resolution
• Provided unwavering support to ensure comprehensive customer satisfaction

Maintaining exceptional customer support standards and achieving 100% call quality compliance, I ensure the utmost precision while handling sensitive information for test and trace procedures. Providing valuable assistance to colleagues and patients with up-to-date information, I thrive as part of a dynamic NHS team. My strong communication skills facilitate interactions with the public, and my adeptness with IT systems enables swift issue resolution. Adapting seamlessly to high-pressure situations, I offer accurate patient information amidst continuous improvements. Additionally, I prioritize learning by staying updated through e-learning, maintaining impeccable quality scores, and actively contributing insights for system enhancement.

An integral part of the management team that propelled the store to become the top-performing establishment in the Northern Ireland region, I facilitated ongoing team growth resulting in consistent KPI achievement week after week. Collaborating closely with the Thriftify and eBay departments, I played a key role in the continuous success of our online stores. My responsibilities encompassed team development and support, daily store management including opening and closing procedures, and the rigorous training of staff and volunteers in KPI and BHF standards. I identified and implemented sales improvement strategies, leveraging data analysis to consistently surpass sales targets. Assisting customers comprehensively, I managed shop queries, data handling for collections and donations, and maintained quality stock for optimal engagement with eBay and Thriftify platforms. I provided daily performance reports and actively contributed to sales decisions, store layouts, and window displays. My role extended to leading specialized training sessions and playing a pivotal role in stock management and reporting.