Jack OKEEFE

Handled high-volume inbound billing and account queries, resolved complaints with compliant outcomes, and met KPI targets including FCR and quality while assisting vulnerable customers.

Handled FNOL calls, processed insurance claims, liaised with brokers and loss adjusters, ensured FCA/PRA compliance, and helped develop workflows that reduced processing time by 10%.

Managed key business client relationships, oversaw contract renewals and upselling, collaborated cross-functionally to resolve issues, and consistently exceeded sales and retention targets.

Handled inbound resident calls to raise and track property repairs, coordinated emergency repairs, and used Northgate and Excel for data management to meet SLAs and improve satisfaction.

Made 100+ outbound calls daily to promote telecom improvements, scheduled appointments for sales consultants, engaged senior decision-makers, and exceeded appointment targets by 15% on average.

Conducted high-volume outbound sales promoting energy and home improvement products, trained new team members, and implemented follow-up strategies that increased repeat engagement by 20%.

Handled inbound warranty registration calls, upsold extended warranties meeting daily sales targets, and maintained a 95% customer satisfaction rating through strong product knowledge.

Generated outbound sales through structured calling schedules, built customer rapport to increase repeat business, and consistently achieved and surpassed sales targets.

Generated new business via daily cold calling and appointment setting, ranked among top three salespeople, and achieved 120% of target while improving lead conversion by 15% with a new tracking system.

Completed an NVQ in Sales at Chesterfield College, focusing on practical sales skills and customer engagement.

Studied and achieved GCSEs including English (C), Maths (C), and Science (Pass).

Grade: Pass

Completed a BTEC in Business with a Pass grade, covering core business principles and vocational skills.