Experience

Ability Matters Group

• United Kingdom
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Support Senior

  • Oct 2020 - Present

  ● Overseeing efficient running of the Order Input Team in the UK and line-managing four members of staff● Holding regular 1-2-1’s with team members as well as quarterly appraisal reviews● Organised training for team development ● Identifying recruitment needs and overseeing the recruitment process for department.● Senior Customer Operations Advisor – A role spanning both the UK and European Customer Services Teams.● Providing team leadership to the customer support team, order fulfilment, logistics and invoicing operations across a varied range of services and medical device provision.● Staff training. On boarding new staff members into the Customer Operations teams, providing up to date and relevant training, both face-to-face and remotely when required. ● Creation of processes, implementation and launch of process changes.● Partnering with key accounts, from Executive-Level Manager within the company to admin teams to help implement new contract services across the commercial landscape leading to successful service integration and on boarding of new customers.● ERP system management. Mentoring the order fulfilment team in the UK and managing back-orders and all order queries from customers, reporting on team KPIs to identify areas for improvement.● Reviewing and advising on process best practice in relation to the management of order fulfilment and back-order alignment across all European area of the business.● Reviewing the returns processes for products returned, updating processes, analysing trends and ensuring continuous improvement projects are successful.● Reviewing, documenting and improving Customer Services processes to establish a consistent approach across the customer operations functions and in line with ISO 13485 standards. Show less

• Customer Operations Specialist

  • Jan 2018 - Oct 2020

  ● Worked on various projects with the leadership team to enhance the efficiency for the head office customer operations department to improve service performance.● Monitoring and mentoring team to ensure they can accurately and efficiently complete tasks.● Maintaining strong customer relations and ensure accurate and timely communication to customers through team.● Creation and implementation of an open order report process.● Mentoring team members to build up their confidence for their own personal development. ● Liaising with suppliers and customers to ensure orders are delivered on time, whilst building and maintaining relationships● Preparing purchase orders and placing orders for internal and external customers, including the NHS● Identification and implementation of continuous process improvement● Providing first line support in dealing with customer queries and complaints Show less



FIRST NINE CATERING LIMITED

• United Kingdom
• Food and Beverage Services

• Shift Manager

  • Oct 2016 - Nov 2017