Courteney Modeste - Falconer

Find prospective clients via several channels such as Gumtree, Facebook Marketplace and old listings. .Contact the clients, offer a valuation of the property and a visit. Take professional photos and videos, make sure the correct paperwork is completed and list the property. Conduct viewings for prospective buyers and see the process through to completion.

Conduct property viewings on behalf of various estate agents including auction properties. Conduct property ratings and surveys. Become a key holder of various properties therefore becoming responsible for conducting all property visits.

Took inbound calls from customers who want to cancel their subscription. Convinced them to stay by offering them deals and reiterating the benefits of having a subscription. Made outbound calls to chase up missing payments from customers and update their payment details, also offering deals to get them to remain on subscription. Dealt with general customer service queries such as delivery and service issues. Dealt with difficult customers often and responded to them in a calm and understanding manner. Dealt with extremely high call volumes and often exceeded targets, saving over half the customers that called to cancel. Took inbound calls from customers wanting to subscribe, matched them with the best package and deals to suit their needs as well as the perks of our subscriptions..

Working to place apprentices into roles. I looked at the candidate database to analyse the candidates' location and skills, I would then contact companies and pitch the candidates to them, set up interviews, trials and eventually have them placed. Our target was to place 4 candidates a month which I met and often exceeded. Meeting businesses face to face to promote our services.

Was trained on 360 recruiting Duties involved cold calling candidates to find out more about the sector they worked in, their role and trying to gain hiring manager contact information from them. After this, we would contact the hiring managers to see if they required assistance with filling any roles. I also set up meetings with hiring managers to discuss placing candidates on our database with them, and shortlisted candidates for interviews. We had weekly targets which I always met and often exceeded.

Working on behalf of the HMRC for the Trader Support Service, I dealt with inbound calls, outbound calls and emails where I supported traders with their queries since the Brexit NI Protocol change. This included helping getting traders registered, assistance with filling out documents and general enquiries. Intensive training and learning helped me keep up to company standard, it also helped me to extensively build upon my knowledge of trade which I can use in the future. I helped to support other members of the team where I could, especially newer members as there was a lot to learn and a lot of information to take in at first, this helped me improve upon my leadership and team cooperation skills. Weekly feedback with team manager enabled me to identify my strengths and weaknesses and make a consistent improvement in my work as identified in my reports. I was also ranked a “High Achiever" in the company.

Working on behalf of Public Health England and the NHS on the Coronavirus Test and Trace programme, I advised patients who were confirmed contacts of people who had tested positive for COVID-19 on the necessary courses of action to take. I developed my emotive language and empathy skills due to dealing with such a sensitive matter. Training workshops and extensive training made sure I was up to knowledge and performance standards as well as regular monitoring from management. Communicating with my team and managers via zoom and working remotely, I had to be adaptable as this was a new environment and experience.

Gained experience using in house CRM systems. I ensured I met sales targets by assisting customers with purchases over the phone and encouraging them to make their purchase over the phone with us. Reaching an average of 100 contacts a day through calls and emails, I made sure I met and exceeded the productivity target of 70 contacts a day. I resolved any client queries and complaints quickly and efficiently. For example, regularly liaising with courier companies and our distribution centre staff in order to track customers' orders. I went above and beyond to ensure all our customers had a favourable and helpful experience with the company. Working in an extremely faced paced environment, especially during the festive period, has aided me in my organizational skills and ability to multitask.

Observing underwriters and the company product guides has given me an extensive knowledge of mortgage terms and lending criterias. Training has given me knowledge of the FCA, FSCS and FOS policies and how to minimize financial risk. Processing and completing applications has challenged me to maintain a high level of attention to detail whilst working at a fast pace and to deadlines. Conducting 'speak with’ calls with applicants and liaising with brokers has helped to build upon my communication skills whilst making sure I comply with company data and security policies. Conducting credit search reports and assessing applications has given me awareness of credit risks. Liaising with solicitors and assisting with legal queries has helped to expand my knowledge of the industry and improved my problem solving skills.