Laura Gillard Cert CII

Experience

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  Axa Life

  Feb 2009 - Jul 2011

  Call Quality Coach

  Monitoring of inbound calls to busy customer service contact centre. Providing result analysis to management team to give team and department level performance indications. Measuring adherence to company and industry wide policies to include TCF and DPA. Providing coaching and technical support to drive development and high performance and to deliver an excellent customer experience. Analysis of trends including investigations to determine root causes and seek a correctional solution. Assessing the customer experience to include detrimental impact to the customer and seeking ways to remedy the causes of this. Providing timely feedback to customer service representatives to maintain a high level of service to customers and financial advisers. Show less

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  Wunderman

  Jul 2011 - Jun 2012

  Customer Service Team Leader

  Team Leader of 14 customer service agents for Jaguar Cars. Key responsibilities include: monthly 1:2:1 appraisals, coaching and development, construction of training and induction sessions for new starters and existing members of staff, weekly and monthly call centre performance reporting at individual and departmental level, implementation of new processes and systems. Key skills include: positive attitude to encourage positive behaviour through change, enstilling motivation to achieve and exceed performance targets at individual and team levels, ability to liaise with colleagues at all levels including client management and key stakeholder management, strong performance management and people development. Show less

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  NFU Mutual

  Jun 2012 - now

  Sale of pensions, investments and protection in a retail and corporate capacity on a non advised basis.Lead conversion to financial planning appointments for face to face and telephone based financial advisers.Facilitating annuity contracts using the open market option. In depth knowledge of stocks and shares, fund performance and holdings. Relationship management with customers, internally and externally with the development of new working relationships.Sales target driven in all aspects including quality of service, sales quantity and creating new business opportunities. Show less

  • National Development Manager

    Feb 2023 - now

  • Sales Development Manager

    Jul 2020 - Feb 2023

  • Sales Manager

    Apr 2019 - Jul 2020

  • Sales Manager (Secondment)

    Dec 2018 - Mar 2019

  • Sales Development Consultant

    Oct 2015 - Nov 2018

  • Locum Agency Manager

    Jul 2015 - Oct 2015

  • Account Manager

    Nov 2013 - Jul 2015

  • Customer Telephone Introducer

    Jun 2012 - Nov 2013