Michael Newby

• Built rapport with new and existing customers to boost client retention.
• Increased new business through strategic networking and cold calling.
• Established customer purchasing needs, offering personalised guidance with product and accessory selection.
• Listened to customer problems, objections and concerns, offering tailored solutions.
• Negotiated and closed sales to secure profitable deals and contracts.
• Applied exceptional customer service skills across all sales channels to engage prospects.
• Achieved monthly sales and performance KPIs for improved team success.
• Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
• Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.
• Kept clear, detailed customer records to maximise future sales opportunities.
• Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
• Proactively contacted prospective customers to increase sales.
• Delivered outstanding after-sales care through regular communication with customers.
• Provided clear, accurate quotes and estimates to prospective clients.
• Upheld brand values throughout sales process to differentiate company from competitors.
• Maximised sales opportunities, applying social selling techniques to increase prospect and client engagement.

• Completed customer searches to generate new leads.
• Prepared sales contracts.
• Identified prospects' needs and developed appropriate responses along with information on fitting products and services.
• Set up appointments with potential and current customers to discuss new products and services.
• Increased revenue by acquiring new customers and determining needs to offer relevant products.
• Proactively managed client correspondence and recorded all tracking and communications.
• Managed business development initiatives by developing impactful customer relationships and executing benefit-orientated presentations to increase revenue.
• Resolved customer concerns promptly to maintain satisfaction.
• Researched potential clients in order to be well-prepared for appointments.
• Built lasting relationships with clients through customer service interactions.
• Earned numerous recognitions for exceptional customer service.
• Used consultative sales approach to understand and meet customer needs.
• Oversaw full sales life cycle from prospecting clients to closing deals.
• Created new client pipeline to meet monthly targets, always ensuring i had at least 4 x target.
• Closed complex, lucrative deals with new customers.
• Influenced key decision-making and established trust with stakeholders.

• In January 2013 I was promoted from the O2 consumer team into the excellent O2 business team and from here I really haven't looked back
• My first role in O2 business was as an account manager, this role included the following responsibilities amongst others;
• I looked after 150 accounts ranging from 10 MPNs to over 1000+
• Complete quarterly account reviews with all clients
• Support with all escalations
• Retain and grow accounts
• Build strong relationships at all levels including C-Suite
• Achieve quarterly business targets
• Manage my own pipeline and ensure accurate business reporting using salesforce.com
• I really thrived in this role achieving consistent over performance across all of my KPIs, I was always happy to support my clients and had a very low churn rate, a lot of this was led by the highest level of service I could offer and this was reflected in me not missing a customer CSI score in the past 5 years
• Adopted consultative sales approach to selling professional services.
• Influenced key decision-making and established trust with stakeholders.

• My main role as an O2 retentions advisor involves receiving inbound calls off customers looking to disconnect from our network
• It is my role to establish the reasons behind this and then moving forward to build up a great rapport and relationship on every call, by doing so this will allow me to gain the customers trust that I am building a deal for them as best I can
• It is imperative that I only agree deals with customers it will be a benefit to
• I work to several daily and monthly targets, these targets are predominately aligned with other business targets such as customer facing time, ACW, cost of failure and PCA
• As a department our main objectives are save rate and IVR, I see these as my 2 main focus areas, as I feel by working to these goals makes life in the operation run much more smoothly and makes achieving these targets much simpler
• I have also had a lot of involvement with the take to market team, this has involved visits down to IBM to assist with overnight system testing to ensure any planned changes during quarterly releases are implemented correctly, I also take part in these system tests in house at Preston Brook whenever called upon
• This is something I have always enjoyed as I like to be involved in all aspects of the role and by taking part in these tests I am happy knowing I have had an impact on the business achieving right first time
• During my time in retention I have fulfilled a secondment as a team manager within retention for almost 18 months, this involved me having to carry out all the duties expected of a substantive TM, this included any coaching, 121, call observations, RTW and even involved some instances following correct CAP processes meaning I learnt a lot from this opportunity
• This was an excellent opportunity for me and I learnt an awful lot and really enjoyed it.

• My main role as an O2 customer services advisor was taking inbound calls, ensuring that full ownership was taken and the customer's query was answered on a right first time basis
• These calls covered a wide range of queries from bill enquiries to complaints
• Key areas of focus were customer satisfaction and rapport building
• Time management was 100% at all times, as was dedication to the role
• My role as part of the customer satisfaction resolution team was dealing with more complex queries, the core role in this position was to deal with dissatisfied customers whom of which had wished to speak with a manager
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• De-escalated objections and disputes professionally to maintain customer satisfaction.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Investigated customer queries and responded within defined SLAs.
• Adhered strictly to policies and procedures for continued company compliance.
• Oversaw training and mentoring of new team members, promoting productivity and quality service.
• Worked with call handling technology to respond to increased customers within target timeframes.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Offered prompt solutions to maintain customer satisfaction.
• Recorded and processed customer data accurately.
• Applied conflict management to stressed and concerned customers.

Frodsham tyre company

• I started this job a week after leaving school, this being my first real job I was obviously nervous but didn't let my nerves get the better of me and set out to achieve as much as possible
• Upon starting I was working under two proprietors, a depot manager and three senior technicians, this continued for my first couple of years, in this time I was actively developing my customer service skills as I was having to meet my customers on a face to face level having to assist in any queries they had and then having to sell them the necessary products I felt suited there needs
• After about 3 years in this role my depot manager left to work elsewhere and the three senior technicians above me had also moved on, this left just the two proprietors, myself, and another technician who had started about a year after me
• For my loyalty and hard work my two bosses asked me to run the company on a day to day basis
• My key responsibilities were;
• Answering all telephone calls from customers querying our price and availability of products, this often involved me having to shop around our retailers gathering the best possible deals then deciding what to charge our customers, making it the best deal for the customer but more importantly ensuring there was a fair profit for the company at the same time
• I found this very challenging but at the same time very rewarding as I got total job satisfaction out of knowing the customer had received the best deal meaning they would buy from us time after time but also knowing I had made a sale for the company
• Dealing with all the ordering of stock and keeping on top of stocks in and out of the depot ensuring regular stock taking was carried out to ensure nothing was lost
• I was also assigned to driving to local businesses to try and collate as many new customers as possible, I done this on a monthly basis helping the business to strive forward
• From the feedback I gathered from these new customers I came up with the idea of a new branch of the company
• After careful consultation with my bosses we decided to go ahead with a mobile service which to this day is now a very successful addition to the company already having paid for itself this extra branch of the business is an extra income to the business which wasn't there before
• My core role within this area was to ensure that when selling a product that I was selling to match my customers' needs.