Jake Warner has over 10 years of experience in customer service roles, including as an outbound retention advisor, commercial account handler, head waiter, and restaurant supervisor. He has a Higher National Diploma in Hospitality Management and A-Levels in Geography, Biology, and Ancient History. Jake is motivated to succeed with strong leadership, teamwork, problem-solving, and innovation skills. He currently works as a commercial account handler and account manager at Towergate Insurance, where he deals with insurance policies ranging from £800 to £45,000.

1. 1 6 B A R N F I E L D C O T T A G E S ,
F O N T W E L L ,
A R U N D E L
W E S T S U S S E X ,
B N 1 8 0 S E
M O B - 0 7 9 0 0 8 9 0 7 8 1
J A K E WA R N E R
EDUCATION
09/01 to 06/03 Chichester College
Higher National Diploma in Hospitality management - Merit Grade achieved.
Models included marketing, small business management, Hotel management and Accountancy.
Intermediate Food Hygiene
All gained at St Philip Howard High School from 1996 till 2001
2 Grade C A levels in both Geography and Biology and 1 Grade D A level in Ancient History.
All GCSE’s above C’s
SKILLS PROFILE
LEADERSHIP
• As a Supervisor and head waiter in my previous roles I was involved in organising the shift and
planning the daily duties including leading by example.
• My involvement outside of work in playing football has assisted with leadership outside of work.
• My current has allowed me to do side by side coaching and call scoring in line with Rias/ FCA
regulations.
• I am seen as role model in my current role at Rias. The new starters on department come to me for
help.
MOTIVATION AND AMBITION
• I am able to perform well in a high pressured environment as I am very competitive with a strong
motivation to succeed in life. An example of this is achieving Business retention advisor of the year in
2014 and by hitting and exceeding all targets since I first started at Rias.
• Additionally I have always worked since I was 16 working alongside studying.
• I am currently doing side by side call scoring and side by side coaching with new starter within the
business to add another skill to my portfolio.
• My current role at Rias involved hitting and exceeding monthly targets. As one of the top performers
on the outbound department I have high level of customer service and deal with customer in a
number of situation including complaints and cancellations.
• Working as an outbound retention advisor the role involved contacting existing clients to get them to
renew and selling additional products when contacted.
• I do a lot of long distance running and this has involved me being self motivated.
TEAMPLAYER
• I am an active team member both at work and away from work. I recognise that is not just important
to hit personal goals but it is also important to hit business goals. An example of this is within my
current role once I hit my targets I also strive to hit the tem and business targets as well.
• Another example of being a team player is that in the past I have come in and done overtime to hit

2. the team’s targets although I had already hit my own personal target.
• Working as part team is also important outside of work when I am playing for my 7 a side football
team and cricket team.
INNOVATION AND PROBLEM SOLVING
• Resolving customer queries is important in my current and previous roles. Working at Rias has
involved complaint handling and suggesting ways in which to resolve the customer compliant, to
retain the customer.
• I have done an add-on and objection help sheet for the new starters on department.
WORK EXPERIENCE
01/08/2016 to Present Towergate insurance Lancing
Commercial Account Handler/Account Manager
• Dealing with both single car and Fleet policy for taxi drivers for premiums that range from £800 to
£45000
• The role involves dealing with Midterm adjustments for both individuals and companies.
• Dealing with renewing clients policies and up selling additional products
• As a broker liaising with underwriters making sure all client details are kept up to date and correct
premiums are taken from the client
• The role also dealt with document chasing and administration/ sending letters to client (certificates,
letters chasing payments, etc)
• Updating spreadsheets/databases.
• Complaint handling.
12/11/07 to 25/06/2016 RIAS PLC Bournemouth
Outbound retention advisor/ Cancellation advisor
In 2014 won business retention advisor of the year from managing director for performance.
• Side by side call scoring in line with the compliance department and FCA regulations
• Side by side coaching to enhance other individuals on the team’s performance.
• Working as an outbound retention advisor the role involved contacting existing clients to get them to
renew and selling additional products when contacted.
• The role involved hitting and exceeding monthly targets. As one of the top performers on the
outbound department I have high level of customer service and deal with customer in a number of
situation including complaints and cancellations.
• Complaint handling.
03/03/04 to 10/09/04 Blues Restaurant Scilly Isles
Head Waiter
• In a 20 table restaurant worked as head waiter, serving high quality locally sourced food to customers
in a professional manner. My role involved both organising staff and serving customers in a highly
professional manner.
27/09/99 to 10/02/04 Little Chef Fontwell
Restaurant supervisor
• As restaurant supervisor within a well known restaurant chain, I worked has a restaurant supervisor,
which involved both serving customers and organising staff in a busy restaurant chain. This role also
involved dealing with customer complaints, stock taking and cashing up after shifts.
03/03/02 to 14/09/02 Gleneagles Hotel Perth
Waiter/ Bar work

3. • Working within a 5 star as waiter/barmen, this role involved serving customers in a highly
professional manner, this role involved both bar work and high level of customer service. This was
part of a work placement joined with my HND.
EXTRACURRICULAR ACTIVITIES
• Play 7 a side football for local football side
• Running and Gym
• Play cricket for local cricket team
• Keen interest in going out with friends.
• Member of local running club.
References
Paul Coveney- Senior manager at Rias
07710 577563
Human resources department at Rias
HRManagers@rias.co.uk
HRSupportTeam@rias .co.uk
08000969116
Steve Gray- CCM at Rias
sgray2@rias.co.uk
Hilary Adkin- Department Manager
hadkin@rias.co.uk