Lynne MacKenzie
Edinburgh
Summary
Organised and dependable account manager with 18 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
39
39
years of professional experience
Work History
Key account manager
Towergate Health & Protection
Home based
11.2019 - Current
- Report on account progress, targets and forecasts
- Built and develop constructive relationships with clients to increase account spending and loyalty
- Enforce service standards to maintain establishment reputation for excellence
- Establish strong working knowledge of products within healthcare industry
- Provided first-class client services, from onboarding to daily account management
- Successfully delivered on tasks within tight deadlines
- Served customers to drive sales and deliver top-quality experiences
Healthcare account handler
Towergate Health & Protection
Edinburgh
10.2005 - 10.2019
- Provided sales support to account manager
- Obtain alternative insurer quotations as part of market review process
- Prepare review report for client following market review
- Support clients with mid term membership changes
- Provided strong working knowledge of products within healthcare industry
- Enforced service standards to maintain establishment reputation for excellence
- Supported team by demonstrating respect and willingness to help
Customer services advisor
Royal Bank of Scotland
Edinburgh
07.1997 - 09.2005
- Assisted customers with varying questions using product knowledge and service expertise
- Answered customer telephone calls promptly and improved on-hold wait times
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes
- Advised customers on availability, pricing and location of products
- Handled in-person, email and mailed correspondence
- Implemented customer follow up to uphold service standards
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques
- Recorded information about inquiries and complaints within internal database
- Participated in regular training to maintain up-to-date knowledge on company products and policies
Sales support administrator
R & S Robertson
Edinburgh
06.1985 - 12.1992
- Met departmental training requirements to consistently improve standard of work
- Managed sales quote lifecycles from source to close, achieving timely, profitable outcomes
- Recorded sales transactions, outgoing payments, and receipts to support financial governance
Education
Scottish Qualifications Certificate - Various
Royal High School
Edinburgh 06.1984
Skills
- Customer retention strategies
- Account management
- Client relationship management
- Upselling and cross-selling techniques
- Time management
- IF7 qualified
- Customer-focused
Timeline
Key account manager
Towergate Health & Protection
11.2019 - Current
Healthcare account handler
Towergate Health & Protection
10.2005 - 10.2019
Customer services advisor
Royal Bank of Scotland
07.1997 - 09.2005
Sales support administrator
R & S Robertson
06.1985 - 12.1992
Scottish Qualifications Certificate - Various
Royal High School
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