satpal singh

Medical Beds & Therapeutic Services / Venous Thromboembolism

Subject matter expert providing insight to achieve the best outcome for customers, liaising with network and specialist colleagues to enable the delivery of consistently high standards of customer service across all branch propositions.

Established, managed and developed a portfolio of customer relationships. Designed unique financial plans to cover the short, medium and long term needs of customers using Barclays product offerings in an effective, efficient and compliant way.

* Contact Centre - Delivered performance excellence through working as part of a team undertaking wide range of sales, servicing, processing, relationship management and complaint resolution activities. * Mentored and coached new team members in sales through customer service strategy. * Represented the Sunderland Contact Centre in the Cultural Diversity Network for the north east.

Managed the delivery of effective, efficient and compliant customer sales and servicing, working collaboratively with branch team colleagues, in order to maximise customer satisfaction and overall branch performance. Qualified as a General Insurance Supervisor to ensure all accredited GI sellers were FSA compliant.

Took ownership of specified training groups as they completed the training led part of the service to sales conversion course, from taking the first call to jointly running the skills surgery and sign off to their new team leaders. I trained a team of 6 experienced advisors to team leader level who then trained their own teams of 12 that I supervised during my secondment. I also set up coaching sessions on sales performance to help improve productivity and confidence in all aspects of the role. These sessions were incorporated into the offshore teams training program for new recruits.

* Piloted the first small business telephony team to work after banking hours. * Championed continuous process improvement through pilot initiatives then helped analyse data. * Created personal call structure guide that was cascaded to the entire local business community to share best practice on calls. * Successfully passed all General Insurance training for personal and business banking achieving 100% success rating on all calls for 5 years.

* Rated as top role model advisor both within team and telephony community. * Developed own sales techniques and approaches that created a unique call structure. * Personal development focused on training for team leader role for career advancement.

Promoting Convactec's product portfolio working alongside Tissue Viability Nurses helping to train and update Practice, Community and District Nurses.

Activities and Societies: University of Sunderland Tennis Team