MICHAEL GREENOUGH
Norwich,GB
Summary
Results-driven professional with a proven track record in enhancing customer relationships and driving sales performance. Experienced in using CRM systems to improve client retention at National Farmers Union Insurance. Skilled in business development, leading teams to exceed sales targets with innovative strategies. Adept at managing both new and existing portfolios, meeting growth targets, and thriving in high-pressure environments. Strong communicator with excellent analytical, numerical, and problem-solving skills. Proficient in Microsoft Office and project management, with a background in managing complex business relationships at National Farmers Union Insurance and Aviva, two of the UK’s largest insurers.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Relationship Management
National Farmers Union Insurance
04.2019 - Current
- Streamlined sales and operations by implementing CRM tools, leading to increased productivity and improved customer relationship management.
- Implemented customer relationship management (CRM) platforms to streamline communication and enhance customer service.
- Implemented new CRM system, leading to better customer relationship management and increased deal sizes.
- Participated in ongoing training programs to stay current with industry trends and best practices in customer relationship management.
- Optimized customer relationship management processes, resulting in higher client retention and satisfaction.
- Streamlined internal processes by implementing new customer relationship management software.
- Utilized customer relationship management software to track customer interactions and sales, identifying opportunities for future outreach.
- Assisted in achieving branch sales goals through effective customer relationship management.
- Championed use of customer relationship management software within team, enhancing data accuracy and accessibility.
- Trained junior staff members on best practices in customer relationship management, ensuring a consistent level of quality across the team.
- Used customer relationship management software to track client activities, needs and tasks.
Sales Development Consultant
National Farmers Union Insurance
09.2014 - 04.2019
- Established monitoring and evaluation frameworks to measure project performance and inform future initiatives.
- Organized product training sessions for agency sales teams, enhancing product knowledge and improving selling techniques.
- Oversaw agency partnerships responsible for managing key accounts, fostering long-term relationships with agencies while consistently meeting or exceeding sales targets.
- Evaluated the effectiveness of various agency marketing campaigns on generating leads for the sales department, making data-driven recommendations for future initiatives.
- Conducted regular team meetings with agency partners to discuss goals, objectives, and best practices for maximizing sales success.
- Handled agency customer relations issues, enabling quick resolution, and client satisfaction.
- Conducted market research to identify emerging trends and potential opportunities for business expansion.
- Collaborated with marketing department to create compelling promotional materials, driving customer engagement and interest.
- Set ambitious yet achievable quarterly revenue targets for agency in line with company goals.
- Worked closely with other departments within the organization to develop cross-functional initiatives that promoted overall business growth.
- Developed comprehensive sales plans to target new markets and expand existing client base.
- Mentored new agency sales consultants, providing them with the necessary tools and guidance to excel in their roles.
- Monitored agency performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
- Collaborated directly with clients and agency partners to strengthen relationships, retain agency managed accounts and strategically grow share of business, ensuring alignment across all stakeholders.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Commercial Delegated Schemes Manager
Aviva Insurance
01.2002 - 09.2014
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams by recruiting, interviewing and hiring top talent, implementing effective onboarding and mentoring programs, and driving talent development initiatives to foster engagement and continuous growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
Education
High School Diploma -
Hamilton High School
Bulawayo ZimbabweAssociate of The Chartered Insurance Institute - Insurance
Chartered Insurance Institute
United KingdomAdvanced Certificate of Marketing - Marketing
Chartered Institute of Marketing
United KingdomSkills
- Customer relationship management (CRM)
- Customer relationship management systems proficiency
- Strong interpersonal skills
- Cross-selling
- Problem-solving
- Microsoft Office Suite
- Business development
- Customer flow management
Accomplishments
- Supervised two teams of 19 and 12 staff members respectively.
- Achieved an above target, Gross Written Premium for Agricultural business of £43m and Leisure business £46m, being a total growth of 12.48%, which is above target along with a 94% customer retention rate.
Certification
Chartered Institute of Marketing - Advance Certificate of Marketing
Timeline
Customer Relationship Management
National Farmers Union Insurance
04.2019 - Current
Sales Development Consultant
National Farmers Union Insurance
09.2014 - 04.2019
Commercial Delegated Schemes Manager
Aviva Insurance
01.2002 - 09.2014
High School Diploma -
Hamilton High School
Associate of The Chartered Insurance Institute - Insurance
Chartered Insurance Institute
Advanced Certificate of Marketing - Marketing
Chartered Institute of Marketing
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