mark_owens_cv

Mark Owens The Rolleston. The Harrow Way, Basingstoke, Hants, RG22 4BX Home: 01256 331343 Mobile: 07494090872 Email: [email protected]

Date of Birth: 15.10.1984

Profile:

I am a highly competent and able individual, who is keen to further develop my career. Customer

service, Account Management and Sales are my specialist knowledge areas, however I am confident

when taking on new roles and give all new challenges one hundred per cent. I am used to working in

high pressurised, time critical environments and am self driven, highly motivated, with a cool head

under pressure and a good decision maker. I am looking to progress within a company whose drive to

succeed is equal to my own.

Employment History:

Techdata

Account Manager (Sales) March 2014 - current

• Began with a 3 week Sales Academy, learning aspects of the IT industry and useful sales techniques.

• Moved into a managed role in September 2014 and have since been managing 80-90

SMB accounts. • Targeted between £600k-£1m each calender month.

• Am yet to miss target and regularly over achieve.

Be Wiser Insurance

Sales Advisor March 2013 – Feb 2014

I started Be Wiser Insurance in a sales role. Having completed a 12 week training course on the insurance industry and sales techniques, I am now feeling comfortable and confident in my

role. I am hitting targets set and am on course for bonus this month. I do enjoy the role and

the company is great. However, with the role being based in Andover I am having to rely on public transport commuting from Basingstoke, which is becoming a big inconvenience so am

looking to relocate to a role based closer to home.

Movianto

Multi-drop Courier Aug 2012 – Feb 2013

Movianto is a company that provides homecare deliveries for customers. Delivering medication and medical equipment to people that are either vulnerable or unable to collect them

themselves.

The company makes deliveries across the country, however my parti cular route was based in Central and West London.

On an average day I will make around 40 deliveries, however this may vary.

Media Tactics

Personal Injury Claims Consultant Aug 2011 – July 2012 After a brief period of unemployment I began working for Media Tactics as a Personal Injury

Claims Consultant. Working again in a fast paced call centre environment. Daily tasks would involve taking inbound calls from clients that have had an accident that was not their fault. I

would then need to access their claims to see if they are eligible for compensation. Once

assessed I would need to liaise and find a suitable law firm to take on the claim on a no win no

fee basis. Strong Customer Service skills and excellent telephone manner would be required throughout the day.

Whilst I did enjoy the job there was little room to progress within the company. This was again a temporary position which has now come to an end.

GAME Customer Service Administrator March 2011 – July 2011

GAME is the countries leading computer games retailer. My role involved working within a fast-

paced environment and dealing with a high volume of calls and emails from customers. Queries

would vary from general to more complex queries regarding customer orders. Each query must be

answered within 48 hours, of being submitted from the customer and must be answered with an

expected high level of customer service.

This job was a temporary contract which has now come to an end.

Global Crossing

Service Delivery Account Manager Aug 2010 – Feb 2011

Global Crossing is a Telecommunications company. They provide products for the communications

industry such as Telephone lines along with a wide variety of modifications for them. They also

provide Headsets and Handsets. I worked on the Voice Order desk as a Service Delivery Account

Manager.

A typical working Day included answering and resolving a variety of incoming customer queries, in

a time effective manner, to meet or exceed the customer expectations. I was appraised on my ability

to provide a high level of customer service and enjoyed managing and overseeing the sales process,

from the point of negotiating the initial order through product despatch, customer receipt along with

the after sales customer care. In this position I formed good working relationships with key third

party distribution companies including blue chip clients such as BT and Siemens. I enjoyed the

opportunity I was given, to converse with customers at all levels from order clerks to finance

directors and feel this role helped me to further my knowledge of business to business sales whilst

developing previously gained customer service skills.

This position was a temporary six month contract to cover maternity leave.

Scottish and Southern Energy Billing Account Manager Dec 2009 – Aug 2010

In this role my key responsibility was the day to day management, of around 3000 major business

customer accounts. Developing and maintaining an excellent customer relationship with my key

accounts through being highly organised, punctual and going the extra mile. Working as part of a

billing team to cover colleagues’ duties and continue a high level of professionalism in their absence.

I was the first point of contact for numerous clients and it is my responsibility to deal with queries as

and when they arise, as well as ensure payments are made within the contracted terms.

In a typical day I had to ensure that I dealt with customer queries by telephone and email whilst

preparing invoicing and energy reports in a timely manner, to ensure that they were able to validate

for payment and process within payment terms.

I believe that this role suited my ability to time manage effectively and I enjoyed working to strict

targets and deadlines.

I enjoyed my role in Major business with SSE however I was looking to progress into a sales

environment and at that time SSE had no internal sales vacancies.

Scottish and Southern Energy

Prepayment Team Supervisor in Prepayments May 2008 – Dec 2009

After my promotion I was Supervisor of a team of 10 in a call centre environment. This involved the

day to day team management of the internal calls team – inclusive of call escalation on both complex

problem solving and customer complaints. I was also involved with employee KPI targets and

appraisals.

I feel that my time in this position helped me into a supervisory role and enabled me to develop both

my listening and negotiation skills and also enabled me to fully understand the demands of team

management.

I left this position after eighteen months as I was offered a position in MBS as an account manager.


Customer Liaison Nov 2007 – May 2008

I was moved into a frontline telephony position within the customer liaison team, due to my

negotiation abilities and calm customer care I portrayed in escalations. The SSE customer liaison

team deal with customer complaints and complex customer problems with their domestic electricity

accounts and it was my responsibility to listen, empathise and work with the customer to reach a

solution to the problem.

I moved from Customer Liaison as I was looking to progress into a supervisory position and was

offered promotion in a neighbouring team.


Escalation Team Member Aug 2006 – Nov 2007

After eight months in the team I was asked to move to the escalations team Handling escalated

queries from the Frontline Telephony Team. This position involved taking calls from the Front line

team that had complex queries or could not be resolved at source. I would need to investigate in

greater detail the underlying problem to effectively suggest and implement a solution.


Front Line Telephony Jan 2006 – Aug 2006

My first Job at Scottish and southern energy was working within a fast-paced environment and

dealing with a high volume of calls and queries from customers, in a call centre environment. This

involved providing them with an expected high level of customer service. .

B. J Champion Construction LTD Apprentice Bricklayer Apr 2004 – Jan 2006

I was offered a three year apprenticeship a company that specialises in the construction industry.

My job role was Apprentice Bricklayer. I would spend the majority of my day organising and making

sure the Bricklayers had enough bricks to complete the area they are working on. Also calculating

how many bricks and setting out for the work the following day. The rest of the day would be spent

alongside one of the many Bricklayers, learning and improving my skills as a Bricklayer.

I left my position after two years as due to a downturn in the construction industry, I was unable to

get funding for my third year college course and was unsure of future employment possibilities.

Raynesway Motorway Maintenance Highway Maintenance Technician Nov 2002 – Jan 2004

My first position was with a highways maintenance company. Maintaining and repairing any

obstacles or defects along the motorway. The majority of work conducted related to Bridges,

Flyovers and manmade traffic calming measures. In this role I learned a great appreciation of health

and safety legislation and its importance in the workplace, along with the importance of timekeeping

and the importance of working as a team.

I left this role as I believed as a young man it would benefit me to serve an apprenticeship.

Education:

Scottish and Southern Electric

Intermediate Excel Training Apr 2009


NVQ (Level 3) Customer Service Mar 2009


NVQ (Level 2) Customer Service Jan 2008

Brighton Hill Community School

Eight GCSEs obtained Jul 2001

Science Grade C x2

Maths Grade B

English Grade B

Hobbies and social interests:

In my spare time I play a wide variety of sports such as tennis, football and golf. I currently play for

a local football Team and also enjoy watching football, having played for many years. I have a keen

interest in Music and regularly attend concerts and events involving my favourite artists.

References:

Available on request.

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