Jemma Hart
Barrie,Canada
Summary
Self-motivated and focused individual with exceptional communication and interpersonal skills. Brings strong organizational and planning abilities. Experience in managing teams of advisors in a busy call/customer service center environment. Thrives under pressure. Committed to continuous improvement and quality. Customer-focused approach inspires those around.
Overview
9
9
years of professional experience
Work History
Inside Sales Account Manager
Near North Supply
02.2023 - 10.2024
- Managed a portfolio of 150 client accounts.
- Ensured placement of all orders and facilitated sourcing non-stock items through special requests.
- Processed transactions efficiently.
- Handled both incoming and outgoing calls effectively.
- Resolved customer concerns through effective problem-solving.
- Created tailored email content to address quotes and special orders.
- Engaged in ongoing education of new products and methods.
- Communicated regular promotional events to the client base.
- Managed order fulfillment by coordinating packing processes.
- Assessed stock availability continuously.
- Engaged in conversations with suppliers about diverse stock products.
- Manage emails and regular administrative tasks.
- Designed sheets to organize admin responsibilities.
- Researched client-specific products through strategic use of business insight, online tools, and supplier networks.
- Engaged clients to comprehend their requirements.
- Supported team efficiency during peak times.
Healthcare Consultant
Bupa Health Insurance
10.2019 - 10.2022
- Conducted calls to market both personal Private Medical and Dental Insurance.
- Delivered exceptional customer support.
- Demonstrated empathy and compassion during customer interactions involving medical sensitivity.
- Quickly managed and resolved customer concerns.
- Performed at one of the highest levels for departmental QA.
- Consistently met and surpassed monthly targets for Private Medical Insurance and Dental Insurance.
- Assisted the Loyalty department for 6 months during the pandemic, gaining system experience (Swift, Point, Cisco).
- Created and delivered departmental presentations on combating climate change.
- Executed extensive evaluation of comprehensive 7-year customer medical history during the underwriting process.
- Contributed to finding leads for sales while addressing general inquiries through various communication channels.
- Maintaining organization of call backs and sales pipeline.
Business Sales Executive
Peninsula- BrightHR
10.2018 - 10.2019
- Provided exceptional customer service while marketing HR products.
- Addressed and resolved client concerns to ensure satisfaction.
- Participated in webinars.
- Utilized SalesForce to identify and pitch the optimal product.
- Cultivated strong professional relationships.
- Met established KPIs consistently.
Team Manager
Trusted Advisory Group
06.2017 - 06.2018
- Led a team of 13 agents.
- Formulated and executed call quality evaluation metrics and scoring systems.
- Organize regular sessions dedicated to planning personal growth for team members.
- Demonstrated ability to exceed set targets continuously.
- Facilitated onboarding processes, managed return-after-absence meetings, and conducted disciplinary hearings for policy non-compliance.
- Coordinate team discussions to ensure alignment.
- Managed resolution of customer grievances with effective solutions.
Sales Advisor/Second In command
Trusted Advisory Group
02.2017 - 06.2017
- Delivered results above monthly objectives, ensuring completion of more than 65 pack backs regularly.
- Executed call management for various lines.
- Managed challenging customer objections effectively.
- Verified every web form for accuracy and completeness.
- Managed team operations in TL's stead.
- Conducted introductory sessions for recently hired staff.
Waitress and Bartender
The Woodthorpe Hotel
04.2016 - 02.2017
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
A Level - Sociology
Bury Collage
England 06.2011
10 Gcse's - A-C inc. English and Maths
King David High School
England 06.2009
Skills
- Customer relationship management
- Data analysis
- Product knowledge
- Problem solving
- Conflict resolution
- Team collaboration
- KPI tracking
- Account management
- Empathy and rapport building
- Goal-oriented mindset
- Sales team leadership
Languages
English
Native or Bilingual
Accomplishments
Volunteer Stream Moderator & Tournament Administrator
Currently Volunteering
- Moderated live streams for two prominent content creators, ensuring smooth communication and engagement in real-time chat.
- Managed multiple Discord communities with over 30,000 members, maintaining a positive and safe environment.
- Updated and optimized commands to provide accurate and timely information to viewers.
- Recently hired as an administrator and moderator for a week-long live gaming tournament, overseeing submission reviews, data collection, and ensuring compliance with tournament rules.
- Played a key role in creating and managing the tournament's Discord server, providing live updates to the host, and coordinating event closure after its completion.
Timeline
Inside Sales Account Manager
Near North Supply
02.2023 - 10.2024
Healthcare Consultant
Bupa Health Insurance
10.2019 - 10.2022
Business Sales Executive
Peninsula- BrightHR
10.2018 - 10.2019
Team Manager
Trusted Advisory Group
06.2017 - 06.2018
Sales Advisor/Second In command
Trusted Advisory Group
02.2017 - 06.2017
Waitress and Bartender
The Woodthorpe Hotel
04.2016 - 02.2017
A Level - Sociology
Bury Collage
10 Gcse's - A-C inc. English and Maths
King David High School
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