Experience

eCourier

• Chile
• Freight and Package Transportation
• 1 - 100 Employee

• Specialist Services Manager

  • Feb 2023 - Present

• Senior Account Manager

  • Oct 2019 - Feb 2023


CitySprint
• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 400 - 500 Employee
• Client Development Manager - SME Clients

  • Mar 2018 - Oct 2019


eCourier.co.uk

• Medical Account Manager

  • Jan 2017 - Feb 2018

  While working through many departments throughout Ecourier I have now found a passion through our ever growing medical department. My role is to answer to all customer queries, and to ensure the customers are happy at all times. I run regular monthly or weekly reports dependent on the customer's requirements to ensure their KPI's are being met. I attend regular review meetings with the customers that I look after to ensure their needs are adhered to and also to generate new business. Assisting in training drivers/riders for our medical fleet and ensuring all of their medical certifications are in date. This training ranges from the requirements of carrying blood to spill kits.

• National Controller

  • Jul 2013 - Jan 2017

  My role is to monitor SLA's for major accounts, stock upkeep,and advising customers. My role is to also sub contract out of London work to our partner companies, as well as monitoring the work sub contracted out also dealing with any tracking queries that a customer may have, whether it be adhoc, internationals or overnights. For this role you have to be very thorough as customers have set SLA's that need to be met. I am responsible for any emails that come through our operations department as well as the operations team, this ranges from queries, tracking and booking jobs. I also deal with larger vehicles ranging from 7.5 tonnes upwards. Also in this role I am responsible for insurance of all our customer goods, for this you need to know what the goods are and whether they are packaged correctly, also knowing what goods can and cannot be insured. This role also means dealing with anything out of the ordinary, E.G. transportation of dry ice, bloods and hearts etc.

• Customer Service Representative

  • Jul 2012 - Jul 2013

  The roles of this job would include answering calls, making booking, answering live chats and also answering any emails. This role enables you to communicate directly to our customers and trying to solve any queries they may have before passing them on. You are responsible for making all the bookings whether it be adhoc, international or overnights. The live chat facility is usually made up of queries or a customer trying to track their collection/delivery. The emails are usually a variety of things, whether it is a customer query or a customer with a complicated booking, either way you would be responsible to answer the customer service emails/calls/live chats that are received and presenting the best possible customer service.