Martin McCusker
Coventry,West Midlands
Summary
Highly skilled professional with extensive experience in operations management and customer relationship management. with 5+ years experience working with vulnerable customers, helping to train new starters in their journey to support vulnerable customers as part of the Staysure group, who specialise in insurance for pre-existing conditions. Demonstrates exceptional time management and organisational abilities, supporting vulnerable customers with a high level of interpersonal and communication skills. Adept at conflict resolution, working well under pressure, and maintaining compliance and call quality standards. Proven track record in mentoring and coaching others, fostering a professional demeanour while being results-oriented. Creative problem solver and adaptive team player with significant interview experience. Career goals include leveraging expertise to drive operational excellence and enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
Quality Assurance (QA)
Staysure
Coventry, West Midlands
09.2021 - Current
- Monitored and evaluated inbound and outbound calls, emails, and other customer interactions for quality, accuracy and compliance.
- Conduct audits of policy documentation, claims, and underwriting files to ensure adherence to company and regulatory guidelines.
- Identify gaps in service/knowledge delivery, help identify and support vulnerable customers and provide constructive feedback and coaching to relevant teams.
- Collaborate with training and operations teams to implement corrective actions and process improvements.
- Stay current on insurance industry regulations, trends and internal policy updates.
- Assist in the development and updating of QA processes, checklists and evaluations forms.
- Supporting outsources and managing those external relationships, weekly catchups and support plans
SALES AGENT
Staysure Travel Insurance
01.2020 - Current
- Responding to inbound queries about Staysure products
- Providing quotes and processing sales
- Excellent levels of customer service, from basic query to logging a complaint
- Achieved sales targets in a fast paced contact centre environment
- Responsible for delivering a compliant, professional and personable service
- Specialising in vulnerable & terminal customers, as product was aimed towards customers with pre-existing medical conditions
SUPPORT AGENT - COACH
Staysure Travel Insurance
10.2020 - 09.2021
- Up-skilled due to higher capacity and utilised to conduct training and one to one support for agents of varying tenures and levels
- Conducted training to deliver simple, approachable sessions that agents of all learning styles could understand
- Call marking for quality assurance and compliance
- Training newcomers to best support vulnerable customers, showing empathy and guidance throughout process
- Live side by side coaching for new starters
- Responsible for training agents who have returned to work after a period of absence and signing off capabilities
- Delivering positive results while working to tight deadlines and ever changing schedules
- Objection handling and dealing with difficult customers as well as agents and colleagues under scope of training
- Proficient in training all aspects of product and company expectations.
OPERATIONS DIRECTOR
Ennigaldi LTD
03.2014 - 10.2019
- Ennigaldi is a luxury fashion brand which I co-founded. During my tenure I managed varying sized teams as well as played a part in the creative process
- Involved in hiring journey from interview process to coaching staff, monitoring performance, performance development and management
- Experienced in conducting return to work meetings, investigation and disciplinary hearings
- Managed pop-up shops and events where I was responsible for all employees, high profile clients visiting and general running of the event
- Head of production for the manufacturing of product and quality assurance throughout all processes linked to this
- Gained strong understanding of the luxury market/industry
- Maximised employee morale and corrected performance issues according to established standards
- Maintained facility compliance with health codes, sanitation requirements and license regulations
- Developed products and managed key accounts while maintaining lucrative customer relationships
MANAGER
Rooz Music Studios
05.2008 - 01.2014
- Rooz Studios are a well established music and rehearsal studio in central London used by prolific musicians
- Operated front of house and was responsible for overall building security and maintenance
- Looked after and maintained all musical equipment
- Ordering of stock and conducted regular stock take
- Excellent customer service skills
- Adeptly handled at least 30 inbound calls per day, generating thousands in sales revenue annually
- Coordinated and launched events on monthly basis
- Motivated colleagues to increase revenue
- Addressed customer issues to ensure swift and successful resolution.
Education
GCSE -
Sir John Cass Red Coat Secondry School
Skills
- Time management and organisation
- Supporting vulnerable customers
- Conflict Resolution
- Ability to work well under pressure
- High level interpersonal and communication skills
- Operations management
- Compliance and call quality focused
- Customer relationship management
- Mentoring and coaching others of varying levels
- Professional demeanour
- Results oriented
- Creative problem solving
- Adaptive team player
- Interview experience
Custom
Timeline
Quality Assurance (QA)
Staysure
09.2021 - Current
SUPPORT AGENT - COACH
Staysure Travel Insurance
10.2020 - 09.2021
SALES AGENT
Staysure Travel Insurance
01.2020 - Current
OPERATIONS DIRECTOR
Ennigaldi LTD
03.2014 - 10.2019
MANAGER
Rooz Music Studios
05.2008 - 01.2014
GCSE -
Sir John Cass Red Coat Secondry School
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