Looking for a job

Laura Cowell

@lauracowell

Message

I convert supporter leads into long-term donations and lead high-performing telephone fundraising teams.

United Kingdom

Message

What I'm looking for

I'm looking for a customer service, telemarketing or team leadership role where I can use my experience meeting targets, mentoring colleagues, resolving customer concerns and developing new skills.

I've spent over 10 years in customer service and telemarketing, converting supporter leads into long-term charitable donations through clear, rapport-led conversations.

At Stratcom, I lead teams of 30–45 telephone fundraisers, organising campaigns, targets and incentives, tracking absence and hours, and supporting colleagues through Slack and TeamViewer.

I've also handled public claims enquiries for the Department for Work and Pensions, resolved escalated customer complaints, trained new starters, monitored call compliance, and consistently worked to KPIs and deadlines.

Experience

Work history, roles, and key accomplishments

Telephone Charity Fundraiser & Team Lead

Stratcom

Apr 2022 - May 2026 (4 years 1 month)

Led a team of 30-45 people, setting up the working day, organizing campaigns, targets, and incentives. Made outgoing calls to prospective charitable supporters to convert leads into long-term donations.

Team Leadership Telemarketing Customer Service Slack TeamViewer Direct Debit Setup KPI Management

Telephone Charity Fundraiser

Zebra Marketing

Aug 2020 - Oct 2021 (1 year 2 months)

Made outgoing calls to prospective charitable supporters to convert leads into long-term donations. Also involved in recruitment and training of new starters.

Telemarketing Customer Service Direct Debit Setup Recruitment Training

Claims Handler

Department of Work and Pensions

Apr 2016 - Jul 2016 (3 months)

Handled inbound calls from the public regarding ongoing claims, adhering to GDPR and logging information accurately. Achieved and exceeded daily, weekly, and monthly KPIs.

Customer Service GDPR Data Entry KPI Management Complaint Handling

Telephone Charity Fundraiser

Insight CCI

Oct 2015 - Mar 2016 (5 months)

Made outgoing calls to prospective charitable supporters to convert warm leads into long-term donations. Processed one-off card payments and set up direct debits.

Telemarketing Customer Service Direct Debit Setup Payment Processing

Telesales Operator & Team Leader

Clean Green Home Energy

Sep 2012 - Sep 2015 (3 years)

Contacted cold leads to promote green energy services and arranged free quotations. Provided training, monitored compliance, and coached team members on performance.

Telesales Team Leadership Training Compliance Monitoring Cold Calling Administration

Heating Oil Sales Adviser

Goff Petroleum

Dec 2004 - Present (21 years 9 months)

Took inbound calls from customers placing or amending orders for heating fuel and agricultural vehicle fuel. Set up syndicate payments and input order details on the system.

Customer Service Order Processing Payment Processing Direct Debit Setup