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Customer Service Manager
Customer Services Hub Manager
From July 2013
Consultancy interim role to form the new hub to serve their customers
Changed the reactive team into a pro active team
Created processes to support the new activities
Designed and built a new CRM to support and manage relatiionships and tasks
Introduced an internal buddy system so the field personnel and customers have a single point of contact.
Standardized communication to a house style
Placed one person to be the champion in each revenue stream amd attend meetings on behalf of the hub
Wrote the mission statement and strategic plan for the team
Head of Customer Services
June 2012 - June 2013
Online bathroom retailer
The company strategy for customer experience
Complete review of processes and systems
Management and direction of the team
Reduction of refunds and free of charge products and services by creating a toolbox of alternative solutions
Leadership of continuous improvement programme
Recruitment and development of the team
Sales and service training for both teams
HR for the company
Managed outsourced customer services team with third party as well as in house
Internal Sales Manager
Impey UK Ltd
January 2010 - October 2011
Manufacturers and distributors of level access showering products. (Wet rooms)
Impey has multiple routes to market, including Retail, Merchants, Housing Associations and other social housing bodies, Architects, National and regional contractors and sub contractors.
My responsibilities are management and direction of:-
Sales Order Processing
Account development (upselling/cross selling)
Identification of growth accounts and banding customers by style of managment
Synergistic selling to other sites of existing customers
Outbound business development
Selection and implementation of a new ERP system
Two major accomplishments were to re process the operation and cut 17 step processes down to just 4 in some cases. Cut the credit control and order processing time down from 5 hours to 1 hour.
Created a new and lapsed business initiative which is generating about £80k per month at 47% margin. This is being achieved with one headcount.
REM Ltd incorporating Zings Music Group
April 2009 - December 2009
REM is a UK company sourcing and supplying software for the education market, local authorities and private users. REM also owns Zings Music Group who source and supply musical instruments and equipment for both indoor and outdoor use to the same market place.
Lead generation and cold calling for software sales and instruments
Direct and drive revenue generation
Qualifications & Certifications
LONDON COLLEGE of FASHION & TEXTILE DESIGN
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