Profile
An energetic and ambitious sales professional with a strong background in customer service in both contact centre and customer facing roles. Target driven with a proven track record in achieving monthly sales targets. Good commercial awareness with excellent interpersonal skills and the ability to communicate concisely at all levels.
Work Experience
Aug 2014 – Present
Howarth Morris Ltd, Liverpool/Warrington
The North West’s leading independent recruitment consultancy specialising in Finance, Accountancy Practice, Insolvency, HR and Office Support and with offices across Manchester, Liverpool, Warrington and Bolton.
Senior Recruitment Consultant
Working in a team of 5, reporting to the Managing Director, responsibilities include:
• Working towards and exceeding targets relating to a value to be billed to clients
• Using sales, business development, marketing techniques and networking to attract business
• Cold calling local businesses to introduce our brand, our candidate portfolio and our level of service
• Regularly visiting prospective clients to build and develop relationships – minimum 1 client per week
• Developing a good understanding of client companies, their industry, what they do, plus their work culture
• Advertising vacancies by placing adverts using online job boards and using social media to advertise positions, attract candidates and build relationships with candidates and employers
• Regularly meeting new candidates to discuss their skills and experience to date – minimum 3 per week
• Proactively marketing candidates to our existing client database via weekly Eshots, monthly Mailshots and calls
• Preparing CVs and correspondence to forward to clients regarding of suitable applicants
• Reviewing applications, managing interviews and tests and creating a shortlist of candidates for the client
• Using candidate databases to match the right person to the client’s vacancy
• Headhunting – identifying and approaching suitable candidates who may already be in work
• Briefing the candidate about the responsibilities, salary and benefits of the job in question
• Negotiating pay and salary rates and finalising arrangements between client and candidates
• Organising interviews for candidates as requested by the client
• Informing candidates about the results of their interviews
• Offering advice to both clients and candidates on pay rates, training and career progression
• Requesting references and checking the suitability of applicants before submitting their details to the client
• Reviewing recruitment policies to ensure effectiveness of selection techniques and recruitment programmes
Achievements:
– I joined Howarth Morris as a Trainee Recruitment Consultant and received my first promotion to within 3 months. This was due to consistently achieving monthly billing targets.
– After 6 months covering the Liverpool area I was entrusted to cover the Warrington region. This was due to regularly achieving KPIs and willingness to undertake additional responsibilities.
– I received a second promotion 12 months later by successfully billing £50k in a rolling 6 month period.
March 2014 – Aug 2014
Harrington Brooks Ltd, Manchester
One of the UK’s leading debt solution providers, currently helping over 57,000 people repay credit by financial management plans and handling a further 18,000+ active clients IVA’s (Individual Voluntary Arrangement).
Account Manager
Working in a team of 10, reporting to the Account Team Manager, responsibilities include:
• Inbound & Outbound contact centre – 100+ calls per day
• Reviewing client’s financial management plans
• Offering advice and support on issues relating to their finances
• Educating clients on alternative products and services available to them
• Sharing best practises to ensure customer satisfaction
• Dealing with utility and media switches, up-selling products more beneficial to the client
Nov 2011 – Feb 2014
All Leisure Holidays Plc, Leicester
An established holiday company which owns the tour operators Travelsphere, Just You, Voyages of Discovery, Swan Hellenic, Hebridean Island Cruises and Discover Egypt. Voyages of Discovery, Swan Hellenic and Hebridean offer destination-led cruises to a number of countries.
Sales Executive
Working in a team of 10, reporting to the Sales Team Manager, responsibilities include:
• Inbound and outbound contact centre handing approx. 100 calls per day
• Support the inbound booking line
• Up-sell and offer additional products e.g. airport parking, hotels stays, transfers, excursions and flight upgrades
• Follow up on leads using outbound calls and emails
• Producing and issuing client quotes
• Assist marketing department in lead generation
• Support active marketing campaigns by collating relevant data on clients booking habits
• Provide overflow support to Customer Service
• Build and maintain good relationships with customers and agents
• Dealing with complaints and overcome objections
Apr 2011 – Oct 2011
Lifestyle Holidays Plc, Costa Brava, Spain
Specialise in mobile home and camping holidays to some of the finest most sought after camping & holiday village locations in France & Spain.
Senior Resort Representative
Working in a team of 6 (low season)/ 15 (peak season), reporting to the Resort Manager, responsibilities include:
• Support senior members of staff with the customer booking allocation
• Supervise the team in absence of senior management
• Overseeing the check-in/check-out process
• Assist with arrivals and departures
• Provide a high level of service to holidaymakers with all aspects of their stay
• Support a diverse customer base dealing with people from all over Europe
• Giving introductory talks on the facilities and the local area
• Selling excursions, handling company monies
• Dealing with queries, complaints, escalations and general admin
Achievements:
– Received a promotion to Senior Resort Representative due to all the efforts from the previous year.
– Our team received the highest rating for customer service across all sites in Spain.
Nov 2010 – Apr 2011
Santander UK, Leicester
Customer Service Advisor
Working in a team of 12, reporting to the Team Manager, responsibilities include:
• Inbound contact centre offering support to Santander UK customers – 100+ calls per day
• Dealing with general banking queries and complaints
• Problem solving whilst adhering to strict call handling targets and DPA guidelines
March 2010 – Oct 2010
Lifestyle Holidays Plc, Costa Brava, Spain
Resort Representative
Working in a team of 5 (low season)/12 (peak season), reporting to the Resort Manager, responsibilities include:
• Provide a high level of service to holidaymakers with all aspects of their stay
• Support a diverse customer base dealing with people from all over Europe
• Giving introductory talks on the facilities and the local area
• Selling excursions, handling company monies
• Manage arrivals and departures
• Check-in/check-out process
• Dealing with queries, complaints and general admin
Oct 2009 – Jan 2010
Virgin Media via Manpower UK, Swansea
Customer Service/Technical Support Agent
Working in a team of 8, reporting to the Team Manager, duties include:
• Provide the highest level of customer service
• Diagnose faults with Virgin Media products
• Offer technical support
• Book technician visits
• Arrange deliveries/returns
• Deal with customer complaints
Further Experience: Outbound Sales Advisor – Upgrade Centre, Swansea. Resort Rep – Crystal Ski, France. Trainee Estate Agent – Shirley Hill & Co, Worcester. Warehouse Operative (Night shift) – Alpla Plastics, Droitwich. Warehouse Assistant – Wiseman Dairies, Droitwich. Order Picker – DHL, Droitwich.
Education & Qualifications
2009 City and Guilds NVQ Advanced Apprenticeship Level 3 In Customer Service
2004 – 2006 Worcester College of Technology, Worcester – BTEC National Diploma in Business – Merit Level (Equivalent to 4 A levels)
1999 – 2004 Bishop Perowne C of E High School, Worcester – 9 GCSEs grade A – C
Interests
Strong interest in football, have played all my life until work commitments took priority, but very keen to continue. I also enjoy playing golf when I can. I have a passion for travel and have worked in Spain and France in previous years. I have picked up a little of both languages but I’m looking to concentrating on studying and becoming fluent in both.
References
Available on request
