Experience

VMC Cashless Payment Systems

• Southam, Warwickshire

• Helpdesk Supervisor

  • Jun 2015 - Present



Volvo Trucks

• Rugby

• Team Manager

  • Apr 2013 - May 2015

  • Responsible for the day to day running of the Breakdown Assistance team along with another Team Manager. Ensuring the team deliver a high standard of service to our dealers and customers along with meeting their personal and team KPI’s. • Supporting and developing team members through their Performance Based Programme. Including arrangement of placements, role shadowing and project time allocation with the result of highlighted team members progressing into new roles within the company. • Conducting 121’s, mid and annual year reviews to highlight both areas of improvement and high performance. • Supporting the Volvo brand through team, customer and dealer contact by dealing with queries and complaints with the goal of resolution without going to arbitration level. • Working with the Volvo UK & Ireland market through ongoing team and dealer performance review also dialogue, with the result in 2014 of the market exceeding its lead-time target in 10/12 months. • Being an active member of the Uptime Solutions management team supporting operational excellence and company culture, for example, continuous improvement methodology via encouragement of suggestions from the team. • Working alongside Team Managers in offices in Europe and South Africa to ensure the application of breakdown processes is aligned but also look to see where improvements can be made. • Dealing with absence and performance issues. For example, performance improvement plan implementation following high levels of absence with the goal and result of absence reduction. Dealing with a team conflict with the goal and result of resolution and behaviour / conduct improvement. • Communicating and implementing changes in processes and annual strategic objectives with the team through sharing of relevant, relatable and clear information via verbal and written mediums. Show less



Portus Consulting

• Warwick

• Pensions Administrator (temporary assignment)

  • Feb 2013 - Apr 2013

  • Producing pension reports to issue to clients as part of their pension transfer process. • Issuing letters to clients and pension providers. • Contacting pension providers via telephone and letter to chase up outstanding queries. • Providing any administrative support required by any members of the Pensions Department. • Producing pension reports to issue to clients as part of their pension transfer process. • Issuing letters to clients and pension providers. • Contacting pension providers via telephone and letter to chase up outstanding queries. • Providing any administrative support required by any members of the Pensions Department.



Go Native

• London, United Kingdom

• Account Manager

  • Sep 2012 - Nov 2012

  •Key objective to ensure clients and online customers received a consistently high level of service so they would continue to use GoNative for their accommodation requirements. •First point of contact for corporate clients responding to requests and queries within two hours to deliver a prompt and high level of service. •Processed property bookings for both corporate clients and online customers. •Responded to any accommodation issues from clients and online customers through liaising with Operations and keeping the guest updated on when the issue will be resolved. •Conducted property viewings for clients. •Responded to and followed up, alongside the Business Development Manager, new enquiries via the company website by emailing details of suitable properties to the enquirer with the goal of generating new business. Show less



Smith+Nephew

• United Kingdom
• Medical Equipment Manufacturing
• 700 & Above Employee

• Senior Customer Service Advisor / Team Leader

  • Nov 2007 - Aug 2012

  •Acted as first point of contact for internal and external customers liaising directly to deliver a constant high level of service, reacting promptly to requests and queries.•Demonstrated in depth knowledge of the complex products providing expert information to both sales team and customers to ensure products meet specific requirements.•Co-ordinated availability, booking and delivery of surgical kits, often sourcing stock globally at extremely short notice for trauma units and hospitals.•Supported the sales force and hospitals through knowledge of products and providing availability, booking and ordering and stock.•Handled more complex queries and logistic challenges using initiative to create prompt resolutions for high value accounts and prevent potential escalation.•Received regular excellent feedback and acknowledgement from both the sales teams and customers for reaching or exceeding expectations.•Managed complaints and recalls alongside the UK, US and Switzerland offices dealing with malfunctioning and organising analysis and resolutions for hospitals promptly to restore confidence in the brand.•Authorised transactions, investigated and resolved invoice queries and produced a variety of correspondence and reports.•Covered for Manager in periods of absence providing leadership and decision making to ensure the team operated to the usual high standards.•Prioritised workloads for the team and ensured sufficient staffing levels at all times to meet departmental needs and customer expectations. •Trained all new members of the team providing ongoing mentor and support and identified development needs and empowering them with knowledge to become confident effective team members. Show less

• Customer Service Team Leader (promotion secondment to cover maternity leave)

  • Feb 2011 - Oct 2011

  •Managed the team of Customer Service Advisors and often had overall responsibility for the Customer Service department. •Supported the team with their workload. Such as assisted with processing stock orders so that they were on the system on time and customers then received their stock when required.•Prioritised workloads for the team and ensured sufficient staffing levels at all times to meet departmental needs and customer expectations.•Organised and chaired team meetings.•Set team member targets and followed them up with 1 2 1’s and mid year reviews of team member performance to help ensure individuals and the department met KPI’s.•Reported regularly to senior management as to team and department performance identifying whether KPI’s were being met. Addressed any issues if required so targets were met and resulted in bonuses for each member of the team at the end of the year. •Recruited and trained team members and was involved in their ongoing training and support to ensure they carried out their role correctly and with confidence. •Dealt with capability and disciplinary issues addressing the issues sensitively but confidently so that as a team everyone worked together well and performed to theirs and the department’s KPI's Show less



Jephson Housing Association

• Housing Assistant

  • Feb 2007 - Nov 2007

  •Took calls from and dealt with tenants face to face to resolve promptly any issues or queries they had. •Provided administrative and technical support to the management of the sheltered housing scheme. •Liaised with external contractors to manage the prompt and effective maintenance of the housing scheme properties. •Took calls from and dealt with tenants face to face to resolve promptly any issues or queries they had. •Provided administrative and technical support to the management of the sheltered housing scheme. •Liaised with external contractors to manage the prompt and effective maintenance of the housing scheme properties.



RWD Technologies

• Project Administrator

  • Sep 2003 - Jun 2006

  •Set up and managed SAP projects including ongoing management and billing of projects, project support to senior management and monthly reporting on projects to the Division Vice President. •Provided training to Project Managers on using the SAP system •Set up and managed SAP projects including ongoing management and billing of projects, project support to senior management and monthly reporting on projects to the Division Vice President. •Provided training to Project Managers on using the SAP system



Bridgestone

• Commercial Sales Analyst

  • May 2001 - Aug 2003

  •A variety of administration and direct reporting roles to senior management. Specific roles included maintenance of sales databases, reported commercial sales information to senior management. •Dealt with customer satisfaction in the Commercial Sales department. •A variety of administration and direct reporting roles to senior management. Specific roles included maintenance of sales databases, reported commercial sales information to senior management. •Dealt with customer satisfaction in the Commercial Sales department.



Secure One Limited

• Enderby, Leicestershire

• Finance Department Assistant (temporary assignment)

  • Feb 2001 - Mar 2001



Millward Brown UK Ltd

• Interviewer Services Centre Assistant

  • Sep 1999 - Jan 2001

  •Organised market research activities •team member workload management •Organised market research activities •team member workload management