Mark Crawley

Working on different campaigns within the Pursuit Marketing group, mainly remotely however there were times that I would have been required to work from the office. Whilst I was there I worked on 3 major Campaigns which included Google, 6 Degrees and Copado the latter being the longest campaign for over 2 years.

With the Copado campaign I worked in a team of 5 to expand Copado's business through effective network development, identifying new, and prospective clients for upsell. Using various systems including SalesForce, Outreach and in house platforms to handle current portfolio and prospective leads. Brand awareness was boosted by representing the company at industry events and conferences throughout Europe

Managing a diverse portfolio of clients across multiple industries and countries ensuring a deep understanding of each sector'.s unique challenges and opportunities plus Identifying new business opportunities through cold calling, networking, marketing and prospective database leads and LinkedIn

• Building relationships with customers - Servicing customers with post order issues (returns,replacements,refunds,delivery status and issues with fulfillment)-Exceed customer satisfaction, efficiency metrics and issue resolution targets-Identify areas of improvement and convey trends in customer calls to leadership - Navigate multiple software applications and technologies simultaneously - Use of conflict management skills and maintain a professional composure - Working remotely from home on a 7 day rota start times varied from 07.00 and finishing at 22.00 - This was a self-motivating role as working from home in a fast paced environment monitoring customers' orders to ensure a seamless delivery to the client. In the event a customer would contact Wayfair I was empowered to resolve the issue using the tools provided on the first call, email or live chat (which was part of my metrics) could involve liaising with other departments both within the company and to external businesses (suppliers, transport companies)

• Working upon 100% commissions - Average investment size £25,000 - £40,000 with upselling to £100,000 - Learn new technologies with selling - Level of buyers from retired to CEO of corporate companies - Promoting investments with a certain element of risk - Both warm and cold calling - Attending exhibitions throughout the UK with new and previous clients (arranging these meeting prior to the exhibition arranging transport accommodation etc.) - Learning different CRM systems- Working within an office of 25+ sales agents with daily, weekly and monthly KPI's - Selling investments to retail, commercial with a high networth - Minimum investment of £15,000 - Long sales process involving several calls and email exchange with information on occasions face to face meeting. Once completed updating clients on a regular basis with their capital investment, company news and requesting referrals.

• Working within a target driven and extremely competitive environment - Offering solutions to client queries and problem solving - - Different shift patterns from 06.00 - 23.00 - Cold calling worldwide - Speaking to highly educated physicians (doctors, dentists and hospital management) - Working on salary and commission - Dealing with both B2C and B2B to persuade them to join a 25-minute webinar about the company products on medical education and LMS systems. Once viewed invite them to a further 1-hour consultation on how the product can benefit their business/hospital and the pricing involved. Worked under different targets including daily, weekly and monthly with calls made and webinars booked, views and final conversation

• Setting up an office for a UK based company in Cyprus - Developing a network of clients - Cold calling via the phone and door to door - Presentation of the product to single, married and groups up to 30+ - Dealing with customers with empathy and understanding - Own motivation - Cold calling prospective clients within Cyprus to inform them of funeral plans within Cyprus and repatriation back to the UK, This involved canvassing and own lead generation from cold calling and various networking with door to door knocking, appointment making, time management and diary planning. This was a 10-step presentation reporting statistics and reporting results versus objections (During my time with Avalon I took 3 months out in 2014 to work for ACFX to head up their introducing broker department to get it back on track)

• Working and striving within a very high pressure environment - Promoted to team leader after 4 months - Developing a better working practice - Close business for junior staff - Keep junior members motivated along with addressing any problems they may have - Ability to be tactful and advise clients their loss of capital - Retention of clients - working as a team to clear workload, working extra hours to cope with demand - This role was expanded to include additional supervisory responsibilities over several members of staff that meant setting goals, forecasting, planning, organising, motivation and monitoring. I was earmarked as an 'Active Guru' for staff to learn and follow as I assisted with their professional development, also spending several months working on the customer service side as a supervisor. The role included working on a 24/7 shift rotation with 8 members of staff on live chat dealing with client problems and questions on their account and trading platform. Training and making correct decisions when no senior management available concerning the companies' procedures.