Experience

Cardwave

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Customer Service Account Manager

  • Jan 2016 - Present

  Manage the relationships with key accounts effectively and prioritise projects, ensuring that the the highest standard of service delivery is achieved. To drive the business forward through strategic planning to develop new and existing services. Support marketing and PR activities where possible with targeted activity to provide information, collateral, press releases, campaigns or events. Manage the relationships with key accounts effectively and prioritise projects, ensuring that the the highest standard of service delivery is achieved. To drive the business forward through strategic planning to develop new and existing services. Support marketing and PR activities where possible with targeted activity to provide information, collateral, press releases, campaigns or events.



Healthwatch Swindon

• Swindon

• Manager

  • Dec 2013 - Dec 2015

  To champion the voice of the local people of Swindon to express their concerns, issues and experiences regarding Health and Social Care services. To engage with statutory, voluntary and community organisations within Swindon to develop an effective framework to represent and gather local views and experiences in order to improve the delivery and commissioning of health and social care services across Swindon. To identify opportunities and develop project briefs to support new initiatives, including joint collaborations with statutory, third sector and private sector organisations. To develop and implement front line service for signposting enquiries and advocacy support for complaints. Drafting, planning and implementing evidence based reports and recommendations for the board of directors, presenting and summarising the key results and recommendations.



Ntouch Brand Support

• Wiltshire

• Service Delivery Manager/Operations Manager

  • Apr 2006 - Feb 2013

  • Account management of key clients, developing successful relationships and identifying opportunities to enhance quality and value of service. • To review and develop Customer Retention Management solutions in line with the clients ethos and brand tone. • To project manage outbound and lead generation campaigns, from initial briefing to project completion through both telephone and web platforms. • To coach and develop Customer Service Agent's knowledge and skills, identifying and addressing both training needs and resource deficiencies. • Responsible for providing accurate and timely reports for both external and internal stakeholders, including Senior Management. • To manage team of Customer Service Agents, taking responsibility for all issues that arise within the team including meeting defined Service Level Agreements and KPIs. • To assist new business initiatives and opportunities, including sales support.



Rawlingson Lane Pubilicity Ltd

• Pewsey

• Project Manager

  • Aug 1996 - Apr 2006

  • To manage market research projects (from questionnaire design to full analysis). • To lead and support outbound research teams to achieve daily, weekly and project targets. • Assist and support in the recruiting, briefing and training of research teams. • Prepare and present reports to key stakeholders, identifying key findings and recommendations. • Develop, manage and update client databases including all lead generations and promotional material requests. • To manage the mail order facility, including fulfillment and despatch of bespoke hampers of premium regional products. • To perform administrative and technical support to Senior Management.