Experience

Tor Coatings

• United Kingdom
• Chemical Manufacturing
• 1 - 100 Employee

• Account Manager

  • Jan 2023 - Present

  Providing support to the Senior National Account Manager with the management of all national accounts, including DIY e-commerce channels. Taking an active role in new product development, working closely with product management and marketing teams. Researching and developing new business opportunities and attending production and operations meetings to help co-ordinate product launches and promotional activity. Working closely with the e-commerce team to improve listing standards and ensure our brand standards are maintained as well as participating in retailer led staff training and demo days. Show less



WhoCanFixMyCar

• United Kingdom
• Automotive
• 1 - 100 Employee

• National Account Operations Manager

  • Nov 2021 - Dec 2022

  Responsible for the service operations of some of our largest clients and commercial partners in the automotive industry, including Bosch, XsNet, Merityre and HiQ. Duties include leading the compilation, analysis and delivery of performance reports to ensure client satisfaction. Proactive training of colleagues, customers and partner affiliates using our platform, promoting best practices as well as developing and delivering new processes. Tracking performance and analysing data across all clients to identify issues and highlight improvements. Supporting data preparation and presentations to communicate conclusions and recommendations to clients. Implementation of recommendations through creation of sprint plans, Gannt charts and programmes. Carrying out research, data collection and leading small scale workstreams as part of wider projects. Regularly liaising with clients, team members and management to keep them informed of continued progress. Show less



Santander UK

• United Kingdom
• Banking
• 700 & Above Employee

• Mortgages Telephony Advisor

  • Jun 2021 - Oct 2021

  Servicing inbound calls from customers, brokers and solicitors relating to Santander mortgage applications. Confidently navigated various systems and liaised with internal departments to ensure the mortgage application process ran smoothly. Achieved Key Performance Indicators such as Security and Quality Assurance targets whilst performing high value transactions on customers’ accounts. Ensured all queries raised were fully answered and that the account was accurately updated. Servicing inbound calls from customers, brokers and solicitors relating to Santander mortgage applications. Confidently navigated various systems and liaised with internal departments to ensure the mortgage application process ran smoothly. Achieved Key Performance Indicators such as Security and Quality Assurance targets whilst performing high value transactions on customers’ accounts. Ensured all queries raised were fully answered and that the account was accurately updated.



My Car Import

• United Kingdom
• Wholesale Import and Export
• 1 - 100 Employee

• International Logistics Manager

  • May 2018 - Aug 2020

  Head of international logistics, responsible for the fulfilment of logistical operations importing classic and luxury cars from around the world. Negotiated, booked and confirmed shipments with overseas agents and customers ensuring that cars were secured and shipped in the shortest timeframe possible. Responsible for all client correspondence post deal completion through to arrival in the UK. Accountable for gathering and checking customs paperwork from clients and lodging with customs/import agents prior to vessel arrival. Managed a small team of drivers in order to facilitate inland transport from port to facility or direct to client once the vehicle had been unloaded and cleared customs. Consistently updated the CRM with accurate shipping information and worked closely with the IT department to improve system user-friendliness for both employees and customers. Presented to the Company Director and senior management at weekly meetings to advise of progress, developments and potential bottleneck issues for the team. Show less



Specsavers

• United Kingdom
• Retail
• 700 & Above Employee

• Corporate Eyecare Sales and Account Manager

  • Jul 2012 - Feb 2018

  Consistent top performer within the Corporate Eyecare sales team, responsible for the largest departmental portfolio of more than 3000 accounts with a total annual spend of over £1,300,000. Generated a 10% increase in sales every year over six years by converting new business and positively managing the accounts of existing clients. Tracked performance of our larger clients to identify problems and increase adoption of our eVoucher scheme. Networked with commercial partners and regional stores to increase lead submission and improve customer satisfaction. Gathered regional sales data, analysed and presented findings at quarterly departmental sales meetings. Created and delivered training material for new starters to improve understanding of our products and online system. Presented our eVoucher scheme to potential and existing clients either remotely or face-to-face using Webex and PowerPoint. Involved in interviewing and instrumental in the ongoing coaching and development of colleagues. Provided high quality customer service and successfully resolved escalated complaints in order to maximise customer retention. Assisted with the design of the department’s online website and other marketing materials such as brochures and trade show stands. Show less

• Corporate Eyecare Customer Services Adviser

  • Jul 2009 - Jul 2012

  Working in the Corporate Eyecare customer service team I processed orders efficiently under pressure to meet our key performance indicators and developed a solid understanding of the payment methods in which customers can purchase eVouchers; namely BAC’s, cheques and credit cards. I learnt to deal effectively with a high volume of customer service enquiries and complaints in writing, in person and over the phone.



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Referrals Analyst

  • Jul 2007 - Jun 2009

  Responsible for the efficient processing, analysis and management of applications for new credit card accounts. This involved liaising with credit reference agencies and analysing sensitive documents in order to verify whether customers met Capital One's financial requirements. Additional challenges included training new associates in application processing and database management, supervising their workload and assisting with team-building events. Responsible for the efficient processing, analysis and management of applications for new credit card accounts. This involved liaising with credit reference agencies and analysing sensitive documents in order to verify whether customers met Capital One's financial requirements. Additional challenges included training new associates in application processing and database management, supervising their workload and assisting with team-building events.