Experience

Global Surveys

• Architecture and Planning
• 1 - 100 Employee

• Office Manager

  • May 2015 - Jan 2016

  May 2015 - January 2016 Reporting to the Survey Director and briefed to support him and act as the Office Manager in his absence. Key Responsibilities & Achievements: • Endowed with responsibility for the day to day running of the office • Successfully dealing with customer enquiries in a professional manner, then preparing quotations and… Show more May 2015 - January 2016 Reporting to the Survey Director and briefed to support him and act as the Office Manager in his absence. Key Responsibilities & Achievements: • Endowed with responsibility for the day to day running of the office • Successfully dealing with customer enquiries in a professional manner, then preparing quotations and processing client acceptances. Show less May 2015 - January 2016 Reporting to the Survey Director and briefed to support him and act as the Office Manager in his absence. Key Responsibilities & Achievements: • Endowed with responsibility for the day to day running of the office • Successfully dealing with customer enquiries in a professional manner, then preparing quotations and… Show more May 2015 - January 2016 Reporting to the Survey Director and briefed to support him and act as the Office Manager in his absence. Key Responsibilities & Achievements: • Endowed with responsibility for the day to day running of the office • Successfully dealing with customer enquiries in a professional manner, then preparing quotations and processing client acceptances. Show less



Baxter International Inc.

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

• Customer Service Subject Matter Expert

  • Jun 2013 - Apr 2015

  A highly progressive period of employment: Following original engagement in July 2000 won successive promotions as detailed below. Reported to the Senior Director and briefed to be the ‘Core’ team member of a global Customer Service Centre responsible for the strategy and restructuring of Customer Service, initially in Latin America. Key Responsibilities & Achievements: • Provided the expertise to design, build, test and implement a robust IT system (SalesForce.com) with interactive… Show more A highly progressive period of employment: Following original engagement in July 2000 won successive promotions as detailed below. Reported to the Senior Director and briefed to be the ‘Core’ team member of a global Customer Service Centre responsible for the strategy and restructuring of Customer Service, initially in Latin America. Key Responsibilities & Achievements: • Provided the expertise to design, build, test and implement a robust IT system (SalesForce.com) with interactive voice response (CIC), to include all necessary training materials whilst meeting all regulatory requirements. • Provided the expertise to develop the internal structure of a new customer service centre, furnishing, breakout areas, equipment and storage solutions. • Built and implemented management manuals and implemented KPI’s to monitor centre performance and individuals. • Developed a business continuity plan and standard operating procedures for use globally. • Confidently resolved issues and removed obstacles that could jeopardise the success of the program.

• Regional Service Manager - Hospital & Homecare

  • Feb 2008 - Jun 2013

  Reported to the Head of Customer Services Operations and briefed to be the voice of the customer and UK operations. Building strong, firm relationships with customers, on a customer facing basis, covering a large territory. Key Responsibilities & Achievements: • Worked in collaboration with Logistics, Distribution, Credit Control, Clinical, Sales and Marketing teams to deliver excellent customer satisfaction. • Promote and implement Value Added Service to hospitals in line with… Show more Reported to the Head of Customer Services Operations and briefed to be the voice of the customer and UK operations. Building strong, firm relationships with customers, on a customer facing basis, covering a large territory. Key Responsibilities & Achievements: • Worked in collaboration with Logistics, Distribution, Credit Control, Clinical, Sales and Marketing teams to deliver excellent customer satisfaction. • Promote and implement Value Added Service to hospitals in line with business strategies. • Provided customer facing support and promoted innovations with the ability to effectively deliver change. • Account management to drive service as a differentiator and build and maintain strong customer relationships. • Continuously thought ‘out of the box’ resolving scenarios with a ‘win-win’ attitude. • Worked with the logistics team to develop a contingency plan during a product recall and manage the distribution of vital supplies into London during the 2012 Olympics. • Supported customer events such as education sessions. • Managed the service specification for the National NHS Renal tender and worked collaboratively with Sales, Marketing and the Contract team to negotiate, build and implement Scottish tenders. • Ensured customers had a full understanding of any changes when new contracts were awarded and monitored contractual service levels throughout the duration. • Won promotion to Customer Service Subject Matter Expert.

• Customer Service Team Manager

  • Jun 2000 - Feb 2008

  Reported to the Customer Service Manager and managed a team of twenty Customer Service Representatives, ensuring that standard operating procedures and KPI’s were met. Key Responsibilities & Achievements: • Responsible for developing and implementing projects to ensure continuous improvement of the existing service, reviewing processes for best practice and monitoring service levels. • Managed key accounts with specialised knowledge of prescription and healthcare… Show more Reported to the Customer Service Manager and managed a team of twenty Customer Service Representatives, ensuring that standard operating procedures and KPI’s were met. Key Responsibilities & Achievements: • Responsible for developing and implementing projects to ensure continuous improvement of the existing service, reviewing processes for best practice and monitoring service levels. • Managed key accounts with specialised knowledge of prescription and healthcare management. • Ensured regular invoicing and handled complaints through the ISO reporting process. • Held regular team meetings, one to one’s and annual appraisals. • Managed challenging demand for change through good staff retention, recruitment and development with full HR responsibility. • Promoted to the position of Regional Service Manager.



Unichem Laboratories Limited

• India
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Customer Service Supervisor

  • Dec 1996 - Jun 2000

  Reported to the Head of Customer Service and managed a team of six Customer Service operatives to include their on-going training and ensuring that processes were adhered to. Key Responsibilities & Achievements: • Oversaw the processing of orders for medical supplies to establishments throughout the UK via phone, email and Electronic Data Interchange. • Investigated any invoice queries and authorised credit notes where appropriate. Reported to the Head of Customer Service and managed a team of six Customer Service operatives to include their on-going training and ensuring that processes were adhered to. Key Responsibilities & Achievements: • Oversaw the processing of orders for medical supplies to establishments throughout the UK via phone, email and Electronic Data Interchange. • Investigated any invoice queries and authorised credit notes where appropriate.



Bibby Distribution

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 200 - 300 Employee

• Customer Service Supervisor

  • Feb 1994 - Dec 1996

  Reported to Head of Operations and managed a team of five Customer Service operatives to include on-going training and ensuring processes were adhered to. Key Responsibilities & Achievements: • Supervised and assisted with the training of the team with the implementation of new computer and phone systems • Recruitment, training and managing staff to include staff rota • Liaison with suppliers and clients to ensure excellent service level • Work closely with the distribution… Show more Reported to Head of Operations and managed a team of five Customer Service operatives to include on-going training and ensuring processes were adhered to. Key Responsibilities & Achievements: • Supervised and assisted with the training of the team with the implementation of new computer and phone systems • Recruitment, training and managing staff to include staff rota • Liaison with suppliers and clients to ensure excellent service level • Work closely with the distribution team • Stock control, audit month end and reconcile discrepancies • Handle customer complaints and invoicing queries Show less Reported to Head of Operations and managed a team of five Customer Service operatives to include on-going training and ensuring processes were adhered to. Key Responsibilities & Achievements: • Supervised and assisted with the training of the team with the implementation of new computer and phone systems • Recruitment, training and managing staff to include staff rota • Liaison with suppliers and clients to ensure excellent service level • Work closely with the distribution… Show more Reported to Head of Operations and managed a team of five Customer Service operatives to include on-going training and ensuring processes were adhered to. Key Responsibilities & Achievements: • Supervised and assisted with the training of the team with the implementation of new computer and phone systems • Recruitment, training and managing staff to include staff rota • Liaison with suppliers and clients to ensure excellent service level • Work closely with the distribution team • Stock control, audit month end and reconcile discrepancies • Handle customer complaints and invoicing queries Show less