Experience

Sherborne Windows Ltd

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Experience Manager

  • Sep 2020 - Present



Roofline Solutions Home Improvements Limited

• Office Manager

  • Apr 2009 - Sep 2020

  - Responsible for the overall management of the office and customer experience, providing exceptional service from initial contact to after sales - Developed and drove continuous improvement initiatives to raise the professional image of the company which involved gaining accreditations from trade bodies, redesigning literature and exploring all marketing channels - Providing Sales Administration support, understanding and translating the customer requirements to the Sales Team, Lead follow-up, Quote generation and Order input - Implemented successful upsell initiative, offering new services to existing customers, generating significant increase in sales - Developing strong relationships with Suppliers, Sub-Contractors and commercial/technical teams, key to ensuring high level of quotation accuracy - Developed a bespoke system and price matrix for quote generation - Assisting the Installation Manager with scheduling Sub-Contractors and accommodating customer timescales - Key contributor in a project to develop and deploy a new CRM system, responsible for providing business requirements and testing - Successfully implemented operational processes and procedures to improve efficiency and service levels - Assisted the Project Manager with corporate re-branding and website re-development, increasing lead generation by 25% - Providing After Sales support, scheduling service visits and managing customer expectations. Show less



Brackenwood Windows Limited

• Basingstoke, Hampshire

• Installations Administrator & Personal Assistant to Trade Sales Manager

  • Jun 2007 - Apr 2009

  - Responsible for providing support to the Trade Sales Manager with day-to-day management of the showroom, including handing customer enquiries, general administration and diary management - Provided Sales Administration support, Lead follow-up, Quote generation and Order processing - Designed advertisements and leaflets for local distribution - Created Excel based profit-calculation tool to provide insight into contract profitability - Successfully implemented changes to procedures reducing installation timescales and increasing sales - After Sales support, scheduling Sub-Contractors and ensuring the highest level of Customer Service is provided. Show less



Sherborne Windows Ltd

• United Kingdom
• Retail
• 1 - 100 Employee

• Administration Manager

  • Sep 2002 - Jun 2007

  - Managed the daily running of the office, showroom and Service Department - Assisted the Sales Director with management of the Sales Team, including producing reports to analyse marketing strategies, prioritising opportunities and quality control of all administration - Redesigned office stationery and marketing literature raising the professional profile of the company, assisting with sales support in a competitive market - Successfully completed a project with the Managing Director to customise a new CRM system improving communication and efficiency with a recently opened second office - Worked with developers on the customisation of a CAD design package which is used on a UK wide basis to provide a variety of quotations and reports - Collaborated with the Marketing Consultant to design a display that went on to win a national award - Implemented new procedures based on staff and customer feedback to improve efficiency in all departments - Organised the daily duties of the Administration Assistant, delegating and prioritising tasks - Trained new members of staff on company databases and procedures - Order processing and confirming contract variations with the customer as required - Organised the distribution of newsletters and direct mail, meeting all set deadlines. Other positions previously held at this company: I began working for Sherborne as a Receptionist in 2002 being responsible for greeting customers in the new Showroom. During this time, I gained valuable insight into all areas of the business and expressed a keen interest in the Sales Department. In 2003 I was promoted to Sales Administrator and welcomed the challenge of improving the accuracy and efficiency of the sales process in a rapidly growing company. I was awarded “Employee of the Year” twice during this time and subsequently promoted to Senior Sales Administrator before accepting a management position in November 2004. Show less