About me
Data & tech loving, dynamic Customer Service & Operations Manager with particular strengths in performance reporting, increased customer satisfaction, process management, CRM’s and various systems.
Work history
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Client Account, Branch & Business Development ManagerWoodland Group
Coventry, United KingdomFull Time
Overall responsibility and management of site operations for a 3PL & warehouse provider with a varied client base, including B2B and B2C channels.
• Overachieved on key accounts’ SLA annual performance.
• Present and deliver client business and operational performance reviews, including KPI analytics and suggestions for improvement.
• Customer complaint and problem resolution, point of contact for all urgent queries and customer escalations. Onboarding of new customers and maintenance of customer records.
• Improved account management, reworking accuracy, delivery conformance and client satisfaction through execution of customer account operating guide.
• Deliver various reports including monthly P&L reports, annual budgets and forecasts for the Coventry site. Customer performance and order OTIF performance evaluations.
• Site staff performance and development, training and HR manager.
Cultural Achievements: Managed and organised Christmas function, including gifts for all staff, and first Secret Santa event. Supported at charitable company event to raise money for Air Ambulance.
Distributor Customer Service & Operations ManagerDr. Martens PLC
- London, United KingdomFull Time
Customer Service & Operations Manager for EMEA & Australia distributor territories, responsible for internal supply chain management and customer reporting for optimal sales performance.
• Determined and developed channel KPI’s, and operational reporting in line with distributor feedback and sell through analysis.
• Channel production and order fulfilment reporting improved by evaluating territory specific data including seasonal trends, sell through and sales data.
• Increased satisfaction with operational performance by way of implemented improvements through customer surveys and regular performance reviews.
• Responsible for customer data management, customer service management for all distributor territory accounts and accompanying clients to product launches and meetings.
Cultural Achievements: A voluntary member of the company culture team, participating in CSR & community outreach charity programs. Mental Health First Aid champion. Appointed D365 Super-User and integration change management representative.
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Skills
- Customer Service
- Operations
Education
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Mental Health First Aid ChampionMental Health First Aid (MHFA) England
- London, United Kingdom
Attended the Adult MHFA One Day course and is now a Mental Health First Aid Champion. This course provides an understanding of common mental health issues and the skills to signpost people to support.
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