SARAH JANE COLLINS

Currently working for a Licenced Provider of water and waste water services to business customers in Scotland, working closely with Scottish Water. Dealing with queries from sole traders all the way up to multi internationals, investigating and resolving issues. A big part of this role is dealing with accounts that have fallen in arrears through to Litigation.

This role involves identifying potential business opportunities, arranging viewings, building relationships with key stakeholders, conducting market research and overseeing the deal-making process from initial discussions through to completion.

• Exceptionally organised creating Excel spreadsheets to help track and review workload.
• Utilised sales techniques and strategies to build strong customer relationships and close sales, surpassing KPI's at 400%.

Dealing with customers who are concerned they are due to fall in arrears with their mortgage or those who have already done so. Strong emphasis is placed around customer vulnerability and high emotional intelligence and resilience are essential here. The ability to collate and process information to make suitable and non-detrimental recommendations for customers is critical.

• Passed 10 financial assessments ranging from customer complaints to property leasehold enquiries.
• Ability to emphasise and actively listen whilst negotiating.
• Strong awareness of customer vulnerability and the TEXAS model.
• Understanding of MCOB regulation.

Lead generation role, dealing with inbound queries and outbound dialling off numerous platforms, for the largest Equity Release intermediary in the UK, which, when went into business, generated millions in revenue. Highly target-oriented, multitasking and high organisation skills been vital. Also working with management to improve system processes through data analytics.

• Produced several solo Data Analytics projects - resulting in changing the company system.
• Solo tested the system recommendation I made and trained a department of 60 people on my design.
• Unmatched sales record since company was founded in 2004 (390% to target) Top Female performer for 5 years running.

Two roles here, dealing with phone queries via an inbound source, relating to all billing, clean and waste water issues, ensuring that immaculate customer service is given at all times whilst cross-selling Home Serve insurance. Also doing webchat, dealing with three 3 web-chat conversations simultaneously.
• One of two chosen to test the company system ( algorithm testing)
• Mathematics and data analysis experience.
• Best sales insurance lead record in the company - awarded 10 + times and hotel expenses paid.

Two roles, both creating and maintaining strong relationships with existing customers and cross-selling products, thus generating repeat business. Operating within a strict security and regulatory framework, where cost control, containment of commercial risk and high-quality customer service are key.

• Consistently exceeding an individual target of £29 million in mortgage renewals every month.
• Top 10 Mortgage performance in the company.
• Compliance and FSA understanding.