Experience

BCA LOGISTICS LIMITED

• United Kingdom
• Automotive
• 100 - 200 Employee

• Head Of Business Improvement

  • Jan 2019 - Present



Volkswagen Financial Services

• Germany
• Financial Services
• 700 & Above Employee

• Customer Service Manager - Fleet

  • 2011 - Dec 2018

  Volkswagen Financial Services - Fleet is now one of the UK's fastest growing leasing companies and offers vehicle supply, funding and fleet management services under one roof.Our customers are organisations of all sizes - from those with one or two vehicles to fleets of 500 or more.As Customer Services Manager I am responsible for teams providing: inbound call solutions, complaint resolution, end of contract management and administration services. My key responsibilities are: • Driving high performance, engagement and productivity• Developing and maintaining key stakeholder relationships• Strategically assessing and consistently improving performance• Resource planning and workflow management to ensure SLA’s are met both internally and with suppliers• Reporting and analysis of MI to capture productivity and identify trends • Leading operational change and driving continuous improvement

• Team Leader

  • Jan 2009 - Nov 2011

• Collections and Administration Manager

  • Feb 2008 - Dec 2008

• Operations Finance Team Leader

  • Jun 2005 - Jan 2008

• Adminstration Team Leader

  • Aug 2001 - May 2005

• Fleet Administrator

  • Mar 1999 - Jul 2001