Phillip

• Listened to academic, emotional and social concerns and practised non-judgemental approach to students.
• Compared past and current student reports to assess and determine changes and growth.
• Managed conflict mediation and resolution between course candidates, Course Tutors to avoid disruptions.
• Sensitively supported students navigating difficult situations to offer safe space to talk and provide relevant assistance for course candidates.
• Provided support to the Course
• Analysed candidates skill levels and implemented new techniques to boost knowledge.
• Created testing and evaluation procedures.
• Identified key skill gaps in IT knowledge for Candidates prior to attending the course and created training classes to meet deficiencies.
• Mentored team members to succeed and advance within department and company.
• Managed department efficiencies by creating and maintaining accurate records on database.
• Developed individual learning plans for continued training.
• Created training needs assessments to identify skills and knowledge gaps.
• Analysed course candidates skill levels and implemented new techniques to boost knowledge prior to attending the course and on into assisting them complete their Post course Portfolio.
• Boosted employee performance, developing plans to facilitate cross-training between departments and roles.
• Conducted Training Needs Analyses to assess customer requests.
• Optimised quality of training content by incorporating input from subject matter experts.
• Assessed instructional effectiveness, analysing data to determine impact of training on company KPIs.
• Answered phones and responded to enquires relating to training.
• Answering emails and responding to enquires relating to training.
• Improved online training modules and boosted candidate bookings.
• Evaluated costs of training programs and stayed within required budget.
• Created an easy way to book onto a course which did not exist in the company prior to this.
• Sending out of the pre-course literature.
• Setting up the course foe the Course Tutor.
• Exceeding sales targets for a consistent 4 year period.
• Advised clients on optimum mix of products and distribution channels for greatest success.
• Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
• Wrote engaging, entertaining and informative media scripts for different uses.
• Predicted and interpreted consumer trends to improve product offerings.
• Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
• Managed multi-channel advertising campaigns to support sales objectives.
• Networked with media and PR professionals to build campaign reach.
• Developed marketing plans to support department strategies.
• Maximised media coverage through tactical planning and communications.
• Organised marketing plans and programmes to best support business growth and development.
• Conducted market research to understand customer base and enhance products.
• Developed holistic advertising strategies to achieve revenue and awareness goals.
• Compiled and reviewed consumer data on patterns and preferences for marketing information.
• Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
• Evaluated campaign performance to optimise return on investment.
• Produced monthly Training income and financial reports, aiding assessment of progress against sales targets.
• Worked with wider management teams in strategic planning and operational improvement implementation to aid overall business growth.
• Handled thorough client retention and renewal processes, from joining the company and completing Training to lodging all work under the company.
• Being a point of contact if a client is not getting a suitable or timely answer from our various technical teams or Certification Team (ie dealing with Insurance queries and liaising with the in-house teams we have to get an answer fast)

• Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
• Leveraged strong working knowledge of products and systems with financial industry.
• Compared supplier risks to make balanced, strategic purchasing choices.
• Analysed consumer data to predict future purchasing trends for informed decision-making.
• Highlighted product features and benefits in line with customer needs, securing high-value sales.
• Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
• Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
• Warmly greeted customers to establish positive first impressions, enhancing potential of a sale.
• Established customer purchasing needs, offering personalised guidance with product and accessory selection.
• Delivered outstanding customer experiences through attentive care and faultless service.
• Retained customers by building rapport and delivering tailored product recommendations.
• Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
• Delivered commercially responsible decisions in every interaction to meet needs of customer and business.
• Managed objections by demonstrating effective deescalation techniques and interpersonal skills over phone.
• Generated, maintained and updated list of potential sales leads.
• Boosted product sales by offering selection guidance to customers.
• Carried out active selling from initial customer greeting.

• Inbound call taking

- Amending Motor Policies (mid-term)

- Logging and resolving of complaints

• Trained co-workers and new staff, interpreting technical jargon for ease of comprehension.

- General enquiries

- Achieve Daily Targets - AHT, Wrap Time, complaint logging

sales Targets, compliance.

• Achieved KPIs through team motivation and incentivisation.
• Monitored gauges, dials and indicators to verify proper machine operation.
• Determined maintenance requirements and assigned repairs to qualified employees.
• Utilised control mechanisms and manual procedures to safely operate machines.
• Planned, scheduled and delegated daily tasks, consistently meeting demands on technical support teams.
• Led daily team briefings to improve productivity and performance.
• Organised work schedules to meet demanding production goals.
• Maintained technical quality assurance to meet customer satisfaction objectives.
• Observed manuals and manufacturer instructions to effectively install and troubleshoot devices.
• Managed technical team performance by training, mentoring and motivating employees.
• Reviewed staff performance and provided personalised feedback in appraisals.
• Handled routine servicing on electromechanical equipment, maintaining optimal functionality.

• Offered prompt solutions to maintain customer satisfaction.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Offered detailed advice on product and service benefits.
• Liaised with team to develop strategies in improving customer service.
• Practiced cross-selling techniques to showcase other products and services.
• Assisted manager in implementing and updating procedures to sustain quality standards.
• Recorded and processed customer data accurately.
• Coached and trained team members to increase productivity and growth.
• Established positive relationships with clients by going extra mile to build rapport.
• Kept abreast with latest product developments to inform customers.
• Scheduled customer appointments and sent reminders to maintain active schedule.
• Participated in staff meetings to discuss new developments.
• Transferred customer calls to respective department or personnel to address specific issues.

• Answered customer enquiries with excellent customer service skills.
• Navigated internal computer database for smooth client interactions.
• Created timely follow-up alerts for increased sales conversions and completions.
• Anticipated clients' commercial needs and made appropriate recommendations.
• Implemented customer feedback to continuously improve personal performance.
• Promoted current services and offers using expert product knowledge.
• Delivered telesales scripts clearly to engage callers with relevant service information.
• Recorded customer information and interactions.
• Maintained client databases with updated customer information and current service plan agreements.
• Established positive customer rapport using multiple communication channels.
• Delivered exceptional after-sales customer care to promote customer loyalty.
• Cold-called customers from assigned contact lists to build new business.

• Actively listened to complaints to identify finer details of pain points.
• Responded to customer feedback within target timescales.
• Communicated with customers politely, promptly and professionally.
• Took ownership for customer correspondence to deliver exceptional customer service levels.
• Escalated urgent, complex or technical cases following established procedure.
• Stayed calm to navigate tricky situations in collected manner.
• Resolved complaints requiring escalation using advanced conflict management skills.
• Communicated customer feedback through appropriate channels to help fuel continuous improvement.
• De-escalated aggressive behaviour using effective conflict resolution techniques.
• Served as first line of contact for customers filing complaints.
• Clarified complaints to fully understand customer issues.
• Achieved prompt and fair resolution of customer complaints in adherence with company guidelines.
• Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
• Helped to prevent further recurrence of recorded issues by recommending corrective action.
• Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
• Documented customer interactions, following company policy and procedure in all engagements.
• Owned end-to-end complaint handling and resolution in line with established procedures.
• Investigated reported issues, liaising with staff (within Barclays Branches) at multiple levels to obtain relevant information.
• Identified root causes of complaints through effective questioning.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.

• Answered customer enquiries with excellent customer service skills.
• Navigated internal computer database for smooth client interactions.
• Created timely follow-up alerts for increased sales conversions and completions.
• Anticipated clients' commercial needs and made appropriate recommendations.
• Engaged clients with sales opportunities to secure valuable transactions.
• Promoted current services and offers using expert product knowledge.
• Delivered telesales scripts clearly to engage callers with relevant service information.
• Recorded customer information and interactions.
• Maintained client databases with updated customer information and current service plan agreements.
• Monitored market trends to remain ahead of competitor activity.
• Delivered exceptional after-sales customer care to promote customer loyalty.
• Cold-called customers from assigned contact lists to build new business.
• Ordered prompt product dispatch to meet business delivery timeframes.

• Addressed and resolved customer disputes to support favourable collection rates.
• Exceeded collection target goals with assertive communication and negotiation skills.
• Maintained records on diary notes and debt status codes to support customer account accuracy.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Performed collection of overdue debts, reconciling high-volume account queries.
• Closed month-end sales ledger with consistent record of 0% error rate.
• Leveraged skip tracing and data tracking techniques to locate debtors.
• Achieved performance goals on consistent basis through strong knowledge of industry best practices.
• Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
• Worked in call-centre environment handling manual and automatically dialled outbound calls.
• Maintained high volume of calls to meet demands of busy group.

• Offered prompt solutions to maintain customer satisfaction.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Offered detailed advice on product and service benefits.
• Practiced cross-selling techniques to showcase other products and services.
• Assisted manager in implementing and updating procedures to sustain quality standards.
• Recorded and processed customer data accurately.
• Coached and trained team members to increase productivity and growth.
• Kept abreast with latest product developments to inform customers.
• Transferred customer calls to respective department or personnel to address specific issues.

• Offered prompt solutions to maintain customer satisfaction.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Transferred customer calls to respective department or personnel to address specific issues.
• Established positive relationships with clients by going extra mile to build rapport.
• Registered and updated accurate customer information on database.
• Coached and trained team members to increase productivity and growth.
• Assisted manager in implementing and updating procedures to sustain quality standards.
• Practiced cross-selling techniques to showcase other products and services.
• Offered detailed advice on product and service benefits.
• Liaised with team to develop strategies in improving customer service.

• Offered prompt solutions to maintain customer satisfaction.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Offered detailed advice on product and service benefits.
• Liaised with team to develop strategies in improving customer service.
• Transferred customer calls to respective department or personnel to address specific issues.
• Participated in staff meetings to discuss new developments.
• Troubleshot glitches and provided techniques to smooth workflow for customers.
• Recorded and processed customer data accurately.
• Coached and trained team members to increase productivity and growth.

• Improved department efficiency by responsibly managing stock and company assets.
• Protected staff and guests by complying with health and safety regulations.
• Checked and processed incoming deliveries, unpacking and storing with care to avoid stock damage.
• Contributed to team meetings to improve company processes.
• Carried out day-day-day support duties accurately and efficiently.
• Collaborated across team to boost productivity and achieve company goals.
• Upheld high hygiene standards by periodically emptying rubbish bins, clearing aisle spillages and cleaning high touchpoint areas.
• Displayed strong customer service and professional telephone manner while resolving enquiries.
• Promptly processed orders to maintain clean and tidy production area.
• Called maintenance team to perform repairs and inspections on office equipment.