Account Manager
About Candidate
Education/Qualification
- ETA Level 1 in Digital Contact Centre
- Gateway Level 1 Award in Cybersecurity Level 2 Awards in Digital
- NVQ Level 3 in Customer Service
- BTEC Advanced Certificate in Debt Resolution
- 1999 Burnley College –
- BTEC 1st In Engineering
- BTEC Intermediate in Engineering
- GNVQ Advanced Engineering
- Levels 1, 2 and 3 in Electronics and Electrical Engineering
- 1994 Walshaw High School – GCSEs Achieved, including Mathematics and English
Systems used
- Microsoft Word and Excel
Career Summary
Current Employer – Vehicle Loans/Finance T/O ≤£632,000
Position – Brokerage Manager
Dates – February 2023 – November 2024 (Self-employed)
- Assessing and monitoring online applications to make sure customers obtain the best possible finance deal available to them. Manually underwrote credit applications to see which company would best suit the applicant and to see if BSAL could finance the agreement in house
- Provide customers with the best customer journey, including helping them find the right vehicle and lender to finance the purchase
- Working with brokers, lenders, and dealers to ensure a swift and easy transaction
- Helping customers with vehicle finance, also helped broker deals for business loans and other financial services including personal and business mortgages, asset finance, and corporate finance. Used several different computer systems to monitor the progress of the applications to make sure the customers received the best service possible
Previous Employer – Debt Management and Business Consulting
Position – Customer Advisor
Dates – January 2016 – November 2022
- Worked as part of a team, reported to the CEO
- Advised clients on different debt solutions to ensure they could make an informed choice regarding how they wanted to deal with their debts
- Complete SIP 3 calls with clients who wanted to pursue an
- IVA and help the insolvency practitioner to draft the proposal. The role also included customer liaison, dealing with complaints and queries, ensuring these were resolved quickly and efficiently
- Responsible for loading client details into the automated dialer system so that my team can contact the customers as quickly and efficiently as possible
- Helped improve the policies procedures and processes within the department to allow us to be more productive and efficient
- Worked closely with other departments and helped where needed, allowing a smooth client journey
Reason for Leaving: Redundancy
Previous Employer – Financial Services
Position – Review Advisor
Dates – April 2013 – December 2015
- Reported directly to the Team Leader
- Spoke with new customers to ascertain their current financial situation, advised them on the correct financial solution based on their needs
- Worked together with other departments to help improve processes and the customer journey
- Used a dialer system to make outbound calls to customers who left website enquiries along with taking inbound calls from new customers Constantly working towards making a difference and improving our customers’ financial position
- Worked closely with the management team and the performance improvement team to achieve regulatory standards
- Helped to improve processes in my current role e.g. the reporting of vulnerable customers and case notes
- Identified opportunities to recommend Fairpoint subsidiary products to clients to help them make their money go further
Previous Employer – Consulting and Assurance Experts
Position – Team Leader / Senior Advisor
Dates – May 2008 – April 2013
- To motivate a team of advisors and give advice to help reach and maintain targets by setting and monitoring key performance indicators, such as number of calls, call compliance from call monitoring and customer surveys
- Coach and help staff to achieve higher targets and a better standard of work by implementing training plans for individuals and teams
- Conducted one-to-one appraisal with team members to help deal with any issues such as training needs or HR related needs
- Planned and oversaw the introduction of new staff members
- Took on additional projects to help in all aspects of the business
- Advised new and existing clients regarding their financial situation
- Case management including all aspects of an ongoing IVA