Sally Johnson

Customer Service, Sales and Development Professional

sally02_Johnson@yahoo.co.uk

Personal Statement

I have had a wide variety of responsibilities at Personal Touch where I have been fortunate to develop many new skills. I have an excellent rapport with Financial Advisers from my time recruiting and building a DA proposition. I have successfully trained and coached many staff members into customer service and sales roles and I have actively improved processes using my problem solving abilities. I can use and work under my own initiative which is why I was successful in moulding the customer service team into an efficient department and was able to set up a new department recruiting and selling services to Financial Advisers.

My previous roles have enabled me to prove; my problem solving abilities that I can work under my own initiative, and my management skills.

Skills

• Eight years Customer Service, Account Management and relationship building
• Sales and development
• Telephone and face to face meetings onsite and externally
• Building a department and processes
• Full knowledge of Financial Service Network propositions including Mortgage, Protection & General Insurance products.
• Active member of the Operations team
• Working collaboratively across business functions
• Management of a Customer Service and a Sales team of 10
• Providing Training for individuals and groups
• Excellent knowledge of IT systems (including Toolbox)
• Designing and delivering Presentations to increase sales
• Met own sales targets
• Set and managed sales team members individual targets
• Excellent knowledge of Financial Services
• Background in medical insurance sales and Veterinary Science

Work History

Personal Touch Financial Services         Various Positions                    Sept 2003 to Feb 2010

Various roles including, Sales Support Manager, DA Proposition Manager, Customer Services Manager, PMI Team Leader, Customer Services Adviser.

My experience is detailed below:

Management

City & Guilds Level 2 Team Leading

NVQ Level 3 Customer Service

Set and manage SLA’s

Setting up and managing processes for a new department, and a new team

Staff development including appraisals

Staff disciplinary, when required.

Setting targets for KPI’s and ensuring company targets are met

Awareness and understanding of industry guidelines and rules (including FSA TCF initiative)

Sales/Targets

Setting and exceeding targets on a personal and team basis

Organising and facilitating sales meetings for recruitment and product awareness

MI Reporting to the Board on team performance, income and sales targets

Demonstration and sales of the companies back office system (Toolbox) to existing and prospect accounts

Attending Roadshows as a representative of the company to recruit and support members

Business Development

Recruiting new clients to expand the company proposition

Developing new propositions to increase company turnover by communicating client demand to appropriate internal departments

Increase client awareness of company products.

Recruitment of internal staff and external accounts (AR and DA)

Design marketing plans for support and recruitment

Write weekly newsletters to members

Other Skills, training or achievements

Appointed First Aid Team member

Leader of “Increasing Customer Experience” focus group

Leader of setting up and managing a team to produce an Intranet Site for staff use

Previous Employers:

Britannic Assurance                 Customer Service Adviser                 Aug 2002 – Sept 2003

Hollywood Veterinary Centre                  Veterinary Nurse                                  July 1998 – Sept 2002

Clifford & Watts Veterinary Centre        Veterinary Nurse                                  Oct 1994 – July 1998

Qualifications

NVQ Level 3 Customer Service

NVQ Level 2 Retail

City & Guilds Level 2 Team Leading

Veterinary Nursing

First Diploma in Print

8 GCSE Grade B & C inc. English (Language and Literature) Science and Humanities  

Reference

Available immediately (and attached/enclosed where possible)

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