Experience

3RP - Oracle NetSuite Alliance Partner

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• NetSuite Consultant

  • Nov 2021 - Present



Rivus

• United Kingdom
• Vehicle Repair and Maintenance
• 200 - 300 Employee

• Customer Experience Executive

  • Feb 2020 - Oct 2021

  • Built strong relationships with key customers and stakeholders. • First point of contact for escalations for customers. • Extensive knowledge of systems used by both Account Management and Operations. • Strong understanding of customer profiles and different demands customer face. • Regularly update customer profiles to ensure they are up to date. • Managed my own projects such as compliance related recalls which are business critical to Customers. • Implemented customers… Show more • Built strong relationships with key customers and stakeholders. • First point of contact for escalations for customers. • Extensive knowledge of systems used by both Account Management and Operations. • Strong understanding of customer profiles and different demands customer face. • Regularly update customer profiles to ensure they are up to date. • Managed my own projects such as compliance related recalls which are business critical to Customers. • Implemented customers onto bespoke Vehicle Defect Check app. • Brought revenue into the business by being able to sell and lead on additional such as onboarding customers for a vehicle wash facility. • Attend monthly/weekly review meetings with key customers. Including regularly hosting these calls. • Actively manage Salesforce complaints to ensure they are dealt with in a timely manner. • Work closely with Customer Operations Managers to ensure any customer related information is fed back to ensure processes are being followed. • Manage and process ITMs for my Senior customer relationship managers (SCRM) and customer relationship managers (CRMs) and monitor through to completion. • Work closely with my SCRM and CRMs to go through Invoice and Maintenance challenges. • Responsible for providing invoices on Sage for customers monthly and ensure they are billed correctly. • Work closely with key customers to try and save costs for them which are targeted on annual basis. • Extensive work on Microsoft products such as Excel providing key data for customers focusing on Vehicles off the road.

• Rivus Fleet Solutions

  • Oct 2018 - Sep 2020

• Customer Service Advisor

  • Oct 2018 - Feb 2020

  • Utilising the skills gained during my apprenticeship. Applying these skills daily while handling customer enquiries and complaints via telephone/email to ensure the compliance of six external customer’s vehicles. • I have been given responsibility to act as covering CEE on multiple occasions which has consisted of working closely with Customers, running reports daily and being the first point of support for the team. • Leading role on managing recalls for 6 Customers which were used… Show more • Utilising the skills gained during my apprenticeship. Applying these skills daily while handling customer enquiries and complaints via telephone/email to ensure the compliance of six external customer’s vehicles. • I have been given responsibility to act as covering CEE on multiple occasions which has consisted of working closely with Customers, running reports daily and being the first point of support for the team. • Leading role on managing recalls for 6 Customers which were used for monthly customer reviews on the status of recall compliance. • I have attended multiple National Grid customer reviews to share details of recall management and act as a representative of the hub. • I am hugely passionate about the daily Continuous Improvement huddles my team run and I often volunteer to run them to understand strengths and weaknesses of what we are doing for our customers to improve their customer experience. • I have presented updates on my team’s continuous improvement journey to senior management from BT and Post Office in the Customer’s annual reviews. • A key member of the team for visitors to sit with to gain an understanding of what my team does. • I have fully trained three new members on the team to the point where they are competent in the role.



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Apprentice

  • Oct 2017 - Oct 2018



Adecco

• Switzerland
• Staffing and Recruiting
• 700 & Above Employee

• IT recruitment resourcer

  • Jan 2017 - Oct 2017



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Advisor

  • Feb 2015 - Sep 2016