Experience

Cadogan Tate Fine Art

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Client Account Manager

  • Jan 2023 - Present



Phillips International Quality Art Handling & Shipping

• United Kingdom
• Package/Freight Delivery

• Client Services Manager

  • Feb 2022 - Nov 2022

  • Working with galleries, exclusive collectors and artists globally organising art-fairs and exhibitions. • Ownership of all domestic and international shipments of art from customs paperwork, insurance, to delivery. • Management and development of all client relations including advising on acquisition of art. • Identified numerous costs saving opportunities including the usage of Carnet’s (passport for goods) to optimise paying duties and taxes (Example rates: Europe 10% & USA 6.5%) on over £3.5m worth of art for exhibitions in Europe and USA. • Lead contact dealing with commodity codes & VAT exemptions globally. • Developed a social media strategy to expand reach to artists/galleries not yet on the client roster, which resulted in an increase of an average of 4-5 new clients per month. • Participated in various marketing campaigns, specifically targeting galleries before and after art-fairs. • Regularly working alongside art advisors and galleries to coordinate viewings for clients. • Liaising with HMRC on behalf of clients when artworks are sold and released from temporary admission. • Leading the relationships with shippers and customs brokers on inbound & outbound logistics.



DHL Express UK

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 500 - 600 Employee

• Senior Account Manager

  • Jul 2017 - Jan 2022

  • Oversaw a portfolio of £45m per month including some of the biggest customers of DHL and acted as a lead contact between the company and client.• Continuous tracking of client accounts to ensure annual profit targets are met whilst working with finance to provide commentary around analysis, including profitability, retention, and ROI.• Worked closely with the Brexit team from 2017 – 2021 to relay information on restrictions & costs to clients in an ever-changing landscape, including advising clients on postponed VAT accounting. • Established a strategy for over 20 accounts growing year on year by 20% including two major e-commerce retailers• Leading day-to-day discussions, speaking with business owners, stakeholders, and operations to ensure smooth running of services.• Implemented a customer relationship strategy resulting in a 35% increase in customer retention.• Negotiating payment terms and bespoke billing requirements with board members on behalf of clients.• Regularly hosting clients at hospitality events and dinners to further enhance working relationships.• Evaluated risk and credit limits to new and existing customers with the CFO & CSO.• Heavily involved in a duty relief programme to enable clients to optimise duties paid.• Won several awards from recommendations by clients for business growth, retention, and outstanding customer service.

• Account Management & Credit Control

  • Sep 2014 - Jun 2017

  • Business management and development of the customer portfolio of £15m per month that I was responsible for.• Managing relationships with existing client to generate new opportunities and grow existing business.• Tasked with cash collections to ensure DSO (day sales outstanding) reaches target.• Developed and implemented an approach to secure competitors and prospects business.• Lead point for all logistical queries on accounts. • Working closely with the key accounts team to be proactive on new business.• Recognised as a key customer retainer within the business and tasked with retention projects.

• Senior Frontline Customer Services Specialist

  • Aug 2010 - Aug 2014

  • Stabilising the ACR (abandoned call rate) from 22% to 1.5% over 4 months. • Lowering customer complaints by 45% over a 6-month period.• Handling and dealing with 60+ calls a day from clients with queries regarding accounts, shipments, rates, duties.• Prepared monthly performance reports to present to management on where improvements can be made.• Devised ways to optimise procedures and keep staff motivated.• Ensure adherence to policies for attendance, established procedures etc.

• Frontline Customer Services

  • Jun 2006 - Jul 2010

  • Responsible for handling inbound sales orders as well as queries and complaints.• Maintained an ACR (abandoned call rate) of 2.5%.• Identified and escalated priority issues in relation to key accounts.• Ensured all caller concerns were actioned and all parties notified.



ICT Insurance

• United States
• Insurance
• 1 - 100 Employee

• Insurance Consultant

  • Nov 2004 - May 2006

  • Reviewing clients’ needs to identify suitable insurance packages. • Issuing non-binding insurance quotations. • Identifying what client’s needs were then tailoring plans around them. • Built strong and influential relationships within the business. • Reviewing clients’ needs to identify suitable insurance packages. • Issuing non-binding insurance quotations. • Identifying what client’s needs were then tailoring plans around them. • Built strong and influential relationships within the business.