1. Elena Di Fiore
16 Kingsbrook Road, Bedford, Bedfordshire, MK42 0BH
A dynamic, energetic, inspirational Client Relationship Manager and coach qualified and experienced in
sales and developing individuals whilst maintaining service delivery and meeting stakeholder
expectations. A highly effective training and sales consultant with considerable experience in designing
and delivering sales and service skills face to face, at the telephone and to large audiences.An
exceptional communicator who engages individuals and teams to perform to their highest potential.
Skills and Achievements
Leadership, Coaching and Communication
Managed and provided as a Client Relationship Managera wealth management service. Discussed
clients’ individual financial needs including savings,loans, mortgages and general insurance face to
face and at the telephone. Developed, directed and led branch sales and advertising campaigns that
resulted in exceeding personaland branch annual targets.
Proactive in seeking new business opportunities,created a diary booking systemto achieve 100% diary
capacity each week. This resulted in exceeding personal sales targets.
Ability to influence and engage with clients and staff at all levels in a sales environment. Demonstrated
sales floor management and promoted alternative financial products and grew my portfolio of clients.
Designed, delivered and role modelled telephone contact training. Developed individuals within their
role. Improved team moral, confidence and performance evidenced in their appraisals. Mentored,
trained and coached a team of 10, provided clear direction to the team, delegated and controlled
Motivated and inspired staff at all levels by presenting a consultative sales skills workshop. The aimof
the workshop was for staff to observe ‘live telesales calls’ and give appropriate constructive feedback
for their personal development to take back to their business area. This resulted in individual career
progression and internal promotion.
Training & Development
Implemented the local and regional telesales team ‘Delivering Superior Customer Service’ to 150
managers and staff in the South East region. Engaged key customer stakeholders to present at the event
to share their feedback experience with HSBC. Connected clients with delegates to meet after the event
to gain further insights which helped to significantly improve the customer experience and sales and
positive feedback that benefitted all parties.
Led the induction training for new entrants,formed and managed a team of Area Induction Trainers,
conducted regular team meetings and informed trainers of new policies and procedures to ensure
consistent training methods were applied.
Supervised and coached team members and new entrants to HSBC Bank. This included one to one
reviews to discuss areas for personal development.
Created bespoke telesales and induction programmes, tackling skills gaps effectively and swiftly
improving the individuals’ key performance indicators.
Used a blend of practical and theoretical sales training styles and adapted training styles to meet the
individual’s needs.Achieved 100% feedback and improved relationships between the different
2. Career Summary
Training Consultant 2013 – to date
Senior Client Relationship Manager 2005 - 2013
Training and Development Manager 2001 - 2005
HSBC Training and Management College, Bricket Wood
Winning Team Facilitator 2000 - 2001
HSBC Training Centre London
Network Development Manager 1997 - 2000
Cashier, Senior Branch Counsellor 1986 - 1997
5 GCSEs in English, Maths, History, Italian, Art
Internal HSBC training accredited and mandatory/regulatory annual assessments
IFS School of Finance
Certificate for Financial Advisers - UK Financial Services and Regulation & Introduction to the
Financial Services Environment and Products
Certificate for Financial Advisers - Principles of Investments & Investment Products
Certificate for Financial Advisers - Financial Protection and Retirement Planning
Institute Of Linguists - Italian
Citrix, Browser, Lotus Notes, Microsoft Outlook, Word, Excel, PowerPoint, Experian
Organising events to raise money for charity,
Walking, travelling, football, spending quality time with family and friends