Experience

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  Lyreco UK and Ireland

  • United Kingdom
  • Retail Office Equipment
  • 700 & Above Employee

  • Customer Care Director

    • Jun 2021 - Present

    After 6 months back in the UK, I am truly honoured to continue leading the Lyreco UK and Ireland Customer Care team but now in the capacity of Customer Care Director, reporting to our Managing Director. Work continues on improving the adoption of our recently implemented best in class contact centre tools and new way of working, in addition to investing in the further development of our knowledgeable and experienced Customer Care Advisors. Our goal is simple: to drive loyalty and sales growth by delivering an exceptional customer service.

  • Head Of Customer Care

    • Jan 2021 - Jun 2021

    After working on the global digital transformation of Customer Care with colleagues across Europe and Asia, I am delighted to return to lead the UK & Ireland Customer Care team. A focus on the implementation of new contact centre tools, in addition to a revised operating model, will support our knowledgeable and experienced Advisors deliver a best in class customer experience.

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  Lyreco Group

  • Interim Customer Care Project Manager

    • Mar 2019 - Jan 2021

    As Lyreco continues to work through an extensive global digital transformation program, I am thrilled to have been invited to lend operational insight and support to the Lyreco Group Customer Care Stream (on a long term secondment basis). Heavily involved in the functional design, testing and global implementation of several new omni-channel tools which we are confident will provide customers and customer care employees worldwide a much enhanced, digital experience. In addition, ensuring that our evolving operating model is properly implemented to support our teams and enable continuous improvement throughout our transformation.

• 

  Lyreco UK and Ireland

  • United Kingdom
  • Retail Office Equipment
  • 700 & Above Employee

  • Head of Customer Services

    • Jun 2018 - Mar 2019

    Delighted to have been awarded the Head of Customer Service role on a permanent basis as Lyreco continues to deliver meaningful and memorable customer experiences through employee development and engagement. Exciting times ahead!

  • Interim Head of Customer Services

    • Apr 2016 - Jun 2018

    Providing day to day support to our Customer Service Director to ensure the smooth operation of our award winning multi site contact and customer service centre, and the success of our Field and Corporate Inside Sales operations.With 90% customer calls already being answered within 5 seconds by an agent with average 9 years service our service level KPIs are already industry leading. My focus is simply to ensure that delivering an exceptional customer experience remains at the top of each team members agenda.A fantastic development opportunity whereby I hope to further enhance my understanding of CS operations and broaden my knowledge whilst working as part of an incredibly effective team.

  • Corporate Accounts Inside Sales Manager

    • Jun 2015 - Apr 2016

    Responsible for the management, leadership and development of a team of Inside Sales Representatives empowered to drive sales across our highly valued Public Sector framework customers, and International Accounts. Our success, demonstrated by year on year growth, has been achieved by concentrating on delivering exceptional customer service. With a focus on a regular outbound call cycle, quality telephone conversations and ensuring an efficient, speedy response to enquiries, my enthusiastic and highly motivated team are in a strong position for expansion which will even further enhance the support we are able to offer our salesforce and our customers. A new and exciting opportunity which will be instrumental in defining Corporate Inside Sales best practice.

  • Inside Sales Manager

    • Aug 2013 - Apr 2016

    Responsible for the management, leadership and development of a team of 14 Inside Sales Representatives across 3 key areas of support to the business: Field Vacant Territories (when a local representative is absent for any length of time) Field Remote territories and Public Sector accounts within our Corporate business. Focus on sales and margin results in addition to improving call quality and productivity across the division.Largely responsible for a best practice document that was adopted by Group and utilised as reference by our International Subsidiaries.

  • Inside Sales Team Leader

    • Feb 2013 - Aug 2013

    Responsible for designing and implementing the new Corporate element of the Inside Sales division ie. recruiting the team, identifying and understanding the needs of the Corporate Salesforce, writing and installing process and procedures to meet those needs, and review at regular intervals with Corporate Accounts Sales Director.

  • Customer Service Team Leader/CRM Project Co-ordinator

    • Aug 2011 - Feb 2013

    To lead a small team in a brand new high profile CRM venture with one of our key suppliers.The project was anticipated to last 6 months, but due to its unprecedented success ran in excess of 2 years, under my continued management as Inside Sales Team Leader.Became the point of reference for CRM activity; responsible for designing CRM Best Practice and accompanying document which was later adopted by our International Subsidiaries.

  • Customer Service Operator

    • Jul 2003 - Jul 2011

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  Pertemps

  • Telford, United Kingdom

  • Recruitment Consultant

    • Aug 2002 - Jul 2003
    • Telford, United Kingdom

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  Blue Arrow

  • Recruitment Consultant/Account Manager

    • Sep 1998 - Aug 2002