TRACEY ELLIOT
Northamptonshire,England
Summary
Accomplished professional with a strong background in account management and customer service. Demonstrates excellent communication skills and the ability to build strong customer rapport. Proficient in prioritising workflows, handling complaints, and driving product and service sales. Skilled in account servicing, negotiation tactics, and multitasking. Committed to delivering exceptional service and achieving career growth within a dynamic organisation.
Overview
36
36
years of professional experience
5
5
years of post-secondary education
Work History
Corporate Account Manager
Opus energy
Northampton, Northamptonshire
10.2015 - Current
- · Working effectively with clients on a wide range of services relating to their energy account’s. Advising clients according to best practice, adopting an appropriate communication style for all individuals to provide a bespoke service that meets clients’ needs / circumstances.
- Investigating and resolving client complaints. Retrieving client records, analysing activity, identifying root cause, communicating with internal personnel / departments, maintaining regular contact with clients to inform of progress and providing a fair resolution to the agreement of all parties.
- Successfully building and maintaining client relations. Establishing a sound understanding of client needs, answering questions/queries and providing appropriate advice, to ensure customers receive a personal service that meets their needs.
- Conducting one to one meetings with clients regarding service issue’s/disputes. Identifying topics for discussion, gaining a comprehensive background of complaint and preparing meeting plans to align with individuals’ case, to ensure expectations are met/managed effectively and disputes resolved.
- Managing own client case load. Responding to client enquiries/requests within SLA timeframes and providing bespoke advice/guidance according to client needs, to build rapport, instil confidence and enhance business / client relations.
- Working collaboratively as part of a team. Maintaining open communication channels, offering support with colleague’s workloads and actively taking ownership of team workloads during times of absence, to ensure team/department SLAs are met and service levels are maintained.
- Maintaining up-to-date knowledge of client contract variables and ensuring delivery adheres to contract parameters, which ensures contractual obligations are met and reduces the risk of complaints and escalations.
- Made outbound calls for collecting unpaid debts from customers.
- Negotiated payment arrangements for overdue debts.
- Managed a high-volume workload within a deadline-driven environment.
- Exceeded collection target goals with assertive communication and negotiation skills.
Reservation and sales Agent
Affinion International Travel
Kettering, Northamptonshire
10.2010 - 09.2015
- Provided customers with price information and handled financial transactions.
- Listened to customer problems, objections and concerns, offering tailored solutions.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
- Understood individual/department goals and used upselling and cross-selling techniques to achieve targets.
- Develop and maintain strong cross-departmental relationship.
- · Competent in admin queries and dealing with complaints when necessary.
- Resolved customer complaints promptly, ensuring customer satisfaction.
Accounts supervisor
RCI Europe
Kettering, Northamptonshire
09.2000 - 08.2015
- Dealing with all customer payments Balancing accounts on a daily/monthly basis Auctioning all refunds to customers Working under strict deadlines Dealing with all customer queries and complaints.
- Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure that accounts are balanced.
- Create, maintain, and enter information into databases.
- Operate office equipment, such as fax machines, copiers, or phone systems, and arrange for repairs when equipment malfunctions.
- Maintained general ledger accuracy with routine audits.
- Dealt efficiently with client queries, building strong business relationships as a result.
- Monitored overdue accounts, resulting in improved collection times.
Bank clerk
Yorkshire Bank
Kettering, Northamptonshire
09.1989 - 08.2000
- Managed cash deposits and withdrawals, conducting daily cash counts.
- Assisted customers with questions about products, services and terms.
- Confidently opened and closed accounts as appropriate
- Directed customers to necessary personnel for specific questions or advanced service requests.
- Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
- Reconciled accounts and cash drawers for discrepancy-free recordkeeping.
- Accepted payments on bank loans and updated accounts with changing balances.
Education
GCSEs - Secondary school
Montagu School
Kettering, Northamptonshire 09.1984 - 06.1989
Skills
- Account management
- Customer Service
- Excellent communication skills
- Customer rapport
- Prioritizing workflows
- Complaint Handling
- Product and service sales
- Account servicing skills
- Negotiation tactics
- Multitasking
- Debt settlement strategies
- Payment plan structuring
- Excel spreadsheet usage
- Account reconciliation
Affiliations
- Keeping Fit
- spending time with family and friends
- Films
References
References available upon request.
Timeline
Corporate Account Manager
Opus energy
10.2015 - Current
Reservation and sales Agent
Affinion International Travel
10.2010 - 09.2015
Accounts supervisor
RCI Europe
09.2000 - 08.2015
Bank clerk
Yorkshire Bank
09.1989 - 08.2000
GCSEs - Secondary school
Montagu School
09.1984 - 06.1989
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