Stephen Turnbull
Consett,Durham
Summary
Dynamic professional with expertise in customer service and sales, adept at managing accounts and delivering compelling presentations. Demonstrates strong time management and conflict resolution skills, with a proven ability to build rapport and maintain customer relationships using CRM software. Committed to advising clients assertively while exercising patience and perseverance, aiming to enhance client satisfaction and drive business growth.
Overview
41
41
years of professional experience
Work history
Sales/Enrolment Adviser
National Learning Group
Prudhoe, Northumberland
2025.08 - 2025.11
- Proactively contacted leads by telephone to identify tuition needs, including SEN.
- Guided conversations using S.P.I.N. techniques to enhance engagement.
- Administered lead database to streamline follow-ups and tracking.
- Collaborated with colleagues to achieve exceptional results and maintain service standards.
- Maintained focus and drive to consistently meet performance targets.
- Collaborated effectively with colleagues, fostering a positive work environment.
Billing Agent
Northumbrian Water
Durham, Durham
2025.03 - 2025.08
- Undergo extensive training programme
- Adhere to SLA requirements
- Converse with customers with regard to bills, moving, bereavement and other such challenging circumstance
- Uphold service level expectations
- Upsell Homeserve Insurance
- Have professional phone manner and deal with in empathetic manner
Parcel Delivery
Royal Mail Group
Hexham, Northumberland
2024.11 - 2025.03
- Carry out vehicle inspections for road worthiness
- Liaise with management re delivery routes and schedules
- Effectively organise delivery of parcels and comply with requirements
- Represent RM in professional manner
- Adhere to parcel returns and collections.
- Maintained excellent physical fitness to ensure efficient parcel delivery.
- Followed strict schedules and timelines for parcel delivery, resulting in improved efficiency.
Travel Sales Executive
US Airtours Ltd (WFH Remotely)
Consett, Durham
2024.03 - 2024.10
- Represented company in a professional and engaging manner.
- Established rapport with customers to understand holiday needs.
- Created tailored itineraries using flights, cars, trains, and cruises.
- Advised customers on activities and tickets, enhancing overall holiday experiences.
- Collaborated with tour operators to develop attractive package deals.
- Liaised with back office to ensure service level agreements were met and exceeded expectations.
Business Travel Consultant
CWT (WFH Remotely)
Consett, Durham
2022.12 - 2024.03
- Arranging travel for large corporate client
- Flights, hotels, trains, transfer, visa, security clearance
- Working as part of dedicated team
- Being a valued member of team
- Offering exceptional customer service as standard
- Sabre, Power Turbo, Power Hotel, Groundspan
- Dealt effectively with last-minute alterations or requests from clients demonstrating flexibility and problem-solving skills.
- Enhanced company reputation through meticulous attention to detail and commitment to quality service.
SALES, SERVICE & RETENTION
British Airways Plc
Newcastle upon Tyne, Tyne & Wear
2013.11 - 2022.12
- SERVICE & RETENTION DEPT - British Airways Plc
- 2022 - £997,000 in Sales 2019 - Over £650,000 in Sales (2020 - £200k Jan - Mar 2020 before COVID 19)
- Sales of flights, hotels, car hire, experiences, transfers and upselling
- Contact Centre involving direct communication with customers of different nationalities
- Enthusiastic approach to amending flights, hotels car hire with eye on up/cross selling
- Self- motivated in in approach to excellent customer service standards
- Adhering to Data Protection Standards & being security compliant
- Increased customer satisfaction by resolving issues.
- Being able to deal with challenging circumstances e.g. death, crisis, COVID 19
- Display high levels of teamwork across organisation using excellent communication skills
- Meeting and exceeding set targets within role from Sales, Performance & Attendance
- Carried out day-to-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
IT SALES ACCOUNT MANAGER
PCC Systems Ltd
Stocksfield, Northumberland
2006.07 - 2013.08
- Fostered high levels of teamwork during installation management.
- Developed and maintained excellent relationships with clients.
- Arranged regular meetings to manage client accounts effectively.
- Adopted a positive approach to drive new business from existing clients.
- Prospected for new business using data sources and databases.
- Assessed customer needs and submitted dynamic, affordable solutions.
- Assisted with installation and IT tasks, including hardware and software support.
- Liaised with MD regarding targets and activity metrics.
SALES EXECUTIVE
Park Leisure 2000 Ltd
Stanhope, Durham
2006.01 - 2006.07
- Generated over £30,000 in new business within three weeks.
- Executed comprehensive sales processes from initiation to completion.
- Conducted professional park tours, ensuring positive first impressions.
- Presented stock with professionalism to enhance customer engagement.
- Upgraded existing customers to improve company profitability.
- Advised on advertising campaigns and coordinated trade shows.
SALES & ACCOUNT MANAGER
Empire Machinery Services
Birtley, Durham
2001.01 - 2006.01
- Managed export and import projects for parts and machinery to Russia.
- Monitored service schedules with high accuracy for machinery upkeep.
- Optimised parts ordering processes to enhance efficiency.
- Drove sales revenue growth while improving profitability.
- Cultivated strong customer relations through effective communication and service.
- Followed up on credit control and monitored legal proceedings.
- Prepared and verified shipping documents for accuracy and compliance.
- Coordinated with freight companies to ensure completion of all legal documentation.
GOLF SALES MANAGER
George Washington Golf & Country Club
Washington, Tyne & Wear
1997.01 - 2001.01
- Directed strategic business management, focusing on profit and loss aspects.
- Led market development projects to boost profitability.
- Managed sales and marketing, achieving £250,000 annual turnover.
- Promoted profitable corporate golfing days through effective planning.
- Co-ordinated departmental activities, demonstrating strong teamwork.
- Built and maintained relationships with corporate and private customers.
- Developed a database for future marketing initiatives.
- Explored new market opportunities and product requirements.
INSURANCE SALES ADVISER
Pearl Assurance Group
Newcastle upon Tyne, Tyne & Wear
1996.01 - 1997.01
- Delivered exceptional customer service across designated area.
- Developed new customer bases while maintaining existing accounts.
- Utilised sales skills to promote product benefits and enhance turnover.
- Oversaw efficient collection and processing of renewal premiums.
- Served as primary contact for customers, providing comprehensive advice and guidance.
- Achieved high standards in customer support performance and satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
Halifax plc
Hexham, Northumberland
1985.01 - 1996.01
- Delivered comprehensive product information and guidance to all customers.
- Provided exceptional customer service to enhance company image.
- Utilised strong customer service skills to effectively resolve issues.
- Liaised with customers, solicitors, and relevant bodies on sensitive matters, including arrears.
- Generated leads for the company and financial consultants to boost revenue.
- Monitored cash management, arrears control, and document security processes.
- Advised customers on investment and borrowing options.
Education
A-Level or equivalent - Environmental Studies
Queen Elizabeth High School
Hexham, NorthumberlandSkills
- Customer service & Sales expertise
- Time management
- Presentation delivery
- Account management
- Efficient time management
- Conflict resolution capability
- Assertiveness in advising
- Customer relationship management software
- Patience and perseverance
- Rapport building
Additional information
- KEY SKILLS:
- Customer testimonials to back up sales, service
- Proficient user of Pegasus, Ex Rez and Switchfly systems
- Sales driven with excellent customer service skills as well.
- Excellent communication, written, verbal & presentation skills
- Positive & professional in manner & appearance with high level of attention to detail
- Highly organised, efficient & creative with excellent time management skills
- First Class Account Management & relationship building skills to match
- Determined/driven- completed 140 mile charity run in aid of SBRF, raising £1860
Affiliations
- 10K Running Races (Training and Development)
- Cycling, Golf, Football
- Musical Theatre, Reading and Socialising
Timeline
Sales/Enrolment Adviser
National Learning Group
2025.08 - 2025.11
Billing Agent
Northumbrian Water
2025.03 - 2025.08
Parcel Delivery
Royal Mail Group
2024.11 - 2025.03
Travel Sales Executive
US Airtours Ltd (WFH Remotely)
2024.03 - 2024.10
Business Travel Consultant
CWT (WFH Remotely)
2022.12 - 2024.03
SALES, SERVICE & RETENTION
British Airways Plc
2013.11 - 2022.12
IT SALES ACCOUNT MANAGER
PCC Systems Ltd
2006.07 - 2013.08
SALES EXECUTIVE
Park Leisure 2000 Ltd
2006.01 - 2006.07
SALES & ACCOUNT MANAGER
Empire Machinery Services
2001.01 - 2006.01
GOLF SALES MANAGER
George Washington Golf & Country Club
1997.01 - 2001.01
INSURANCE SALES ADVISER
Pearl Assurance Group
1996.01 - 1997.01
CUSTOMER SERVICE REPRESENTATIVE
Halifax plc
1985.01 - 1996.01
A-Level or equivalent - Environmental Studies
Queen Elizabeth High School