Work experience

• Back Office Specialst

  Verisure Services UK Limited

  2022.05-Current

  (3 years)

  Main responsibilities: • -Allocating and dispatching sellers to face to face appointments, based on their performance, and through assessing the customers on the conversion rate of the originating source. • -Doing monthly call quality assessment of contact centre marketing calls • -Resolving inbound incidents with sellers, such as delays, cancellations and reassignments. • -Being the first point of contact between the Newcastle Head Office and the regional Branch Managers all across the UK and Ireland • -I have consistently hit and overachieved all my monthly performance targets and KPIs, on average assigning around 600-800 appointments, and resolving 30-50 incidents daily on top of the quality assessments. • -Built and maintained a strong relationship of trust and reliability with Branch Managers across 34 different locations across Britain. • -Provided a solid line of support with my work to the call centre team, improving their performance, and offering frequent ideas for changes across our operations. • -Assisted one of the busiest regions in a difficult month, earning the commendation of the Sales Director.
• Customer Booking agent

  Verisure Services UK Limited

  2021.04-2022.06

  (a year)

  Main Responsibilities: -Interacting with prospective customers on the phone -Booking appointments for in-person appointments with representatives, through convincing customers about the benefits and advantages of the company’s products. -Keeping up with KPI-s and weekly targets -Dealing with queries, complaints and offering solutions to them. Achievements: -Maintained a solid conversion rate throughout my tenure and consistently adapted to the changes in organisational structure. -Showcased my ability to adapt to changes in procedures, campaigns and environments. -Frequently got put in charge of keeping track of the team’s statistics and assisted in training. -Constantly sought opportunities for improvement, and through my efforts, managed to secure a promotion to a more varied, high responsibility role.

Educational experience

• Northumbria University

  Business and Marketing Management BA (Hons)

  2020.08-2024.12

  (4 years)

  During my studies, I’ve developed three separate seasonal campaigns for companies in different sectors learning the intricacies of existing tactics of those companies, and I’ve strived to implement creative solutions to improve upon them. Constantly engaged in teamwork, reinforcing my ability to learn how to succeed in a group in a creative setting, as well as build leadership and management practices through taking on the role of team leader. Learned how to balance my studies and employment which helped me build up efficiency and to learn how to achieve strong results under pressure.

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