Molly Davies

• Outbound Lead Calling - Proactively contacted leads who had expressed interest in solar panels and solar batteries, qualifying them for potential sales appointments.
• Customer Engagement - Delivered clear and persuasive communication about the benefits of solar energy solutions, addressing any questions and generating excitement about the upcoming sales consultations.
• CRM Management - Logged call outcomes, scheduled appointments, and updated lead details in the CRM system to ensure accurate and up to date records.
• Performance Tracking: Monitored personal performance metrics, including call volume, conversion rates, and appointment setting efficiency, consistently meeting or exceeding targets.

Client Relationship Management - Managed and nurtured relationships with key clients, serving as the primary point of contact for their needs & ensuring customer satisfaction, leading to retention.

Customised Solutions - Worked closely with clients to understand their specific business requirements, tailoring delivery solutions to improve efficiency and reduce costs.

Cross-Functional Collaboration - Collaborated with internal teams (operations and logistics) to ensure smooth delivery processes, troubleshooting and resolving any issues that arose.

Performance Monitoring - Monitored KPI’s for delivery operations, ensuring the timely and accurate delivery of goods while identifying opportunities for improvement.

Issue Resolution - Addressed and resolved client complaints or issues quickly and effectively, maintaining a high level of service and minimising disruptions to operations.

• Inbound & Outbound Calling - Proactively chased overdue payments for electricity and gas bills, ensuring accounts were settled in a timely manner while maintaining customer satisfaction.
• Payment Arrangement Negotiation - Worked with customers to set up payment plans that were manageable for them, while adhering to company policies and ensuring timely debt recovery.
• Account Maintenance - Maintained accurate records of customer communications, payment arrangements, and collection status in Salesforce, ensuring all data was up-to-date.
• Dispute Resolution - Addressed and resolved any billing queries or disputes, providing clear explanations regarding charges and helping customers understand their bills.
• Sustainability Advocacy - Promoted Ecotricity’s green energy initiatives during customer interactions, educating clients on the benefits of supporting renewable energy while reinforcing the importance of timely payments.

• Sales & Product Expertise - Delivered expert advice on mobile phones, tablets, broadband, and accessories, helping customers find the best products to suit their needs and budget. Upselling and cross-selling accessories, insurance and additional products enhancing the customer experience and increasing store revenue.
• Sales Targets & KPIs - Consistently met and exceeded daily, weekly, and monthly sales targets, contributing to store revenue growth and customer satisfaction.
• Product Demonstrations - Conducted in-store product demonstrations, highlighting key features and benefits of phones, tablets, and EE’s broadband services to drive sales and customer engagement.
• Customer Service Excellence - Provided exceptional customer service, addressing any queries or concerns, troubleshooting technical issues, and ensuring a smooth, positive shopping experience.
• Team Collaboration - Worked closely with team members to maintain store performance, share product knowledge, and ensure a collaborative, efficient sales environment.

• Team Leadership - Led and motivated a team of sales assistants, ensuring that the team was productive, efficient, and delivering excellent customer service at all times.
• Key Holder Responsibilities - Managed opening and closing of the store, ensuring security procedures were followed and the store was ready for trading.
• Rota Management - Took charge of creating weekly rotas for the team, ensuring optimal staff coverage during busy times, and managing holiday requests and absences.
• Training & Development - Trained new staff members on store policies, customer service standards, and product knowledge, helping them integrate into the team and meet performance targets.
• Sales Floor Oversight - Monitored the sales floor to ensure high standards of customer service, stock availability, and store cleanliness, while addressing customer issues as they arose.
• Stock Control & Merchandising - Supported stock control and merchandising efforts to ensure the store’s layout was attractive and products were organised for maximum sales potential.