Annabelle Boone Email & Phone Number

Chalgrove, Gb

My exciting new role is to build and maintain a new “best in class” service operation supporting the Sonim Technologies portfolio. I will be setting up new business partnerships and relationships to enable us to provide efficient and effective support to all our customers across the EMEA and APAC regions.

Provision of management consultancy solutions for Hi-Tech companies , including Channel Program implementation & Project and Problem Management, Product Localisation, Repair Service and Vendor Management, Regulatory Compliance & Repair/Return Service Business and Warranty Services.Former clients include Cloud Engines Inc (PogoPlug), PlayJam & Anki

United Kingdom

Establish the overall strategy for the Service team and the Bullitt global service network with partners, ensuring it is aligned with company goals and objectives.· Manage the performance of the team – both our internal team members and service levels working with supply chain to external service providers, channel partners and direct end customer care engagement through various forms of communication platforms.* Monthly report of Service KPIs, P&L and Inventory status to… Show more Establish the overall strategy for the Service team and the Bullitt global service network with partners, ensuring it is aligned with company goals and objectives.· Manage the performance of the team – both our internal team members and service levels working with supply chain to external service providers, channel partners and direct end customer care engagement through various forms of communication platforms.* Monthly report of Service KPIs, P&L and Inventory status to C-level management team and weekly attendance of Founders’ strategy meetings as part of Senior Leadership team.· Optimise customer relationship management within the organisation, establishing the strategy for loyalty schemes, up-selling and cross-selling to the existing customer base.· Establish metrics and Service Level Agreements, ensuring they develop, monitor and drive improvements to ensure the highest standard of customer service.· Continually evaluate processes and procedures to increase productivity and service quality.· Proactively manage the warranty and support budgets with step change in support costs.· Supervise the investigation of complex complaints and identify and eliminate root causes of customer issues.· Develop and drive strategies and programmes that improve the customer experience and the competitive position of the organisation.· Assume the management representative role in maintaining the certified quality management system, ensuring continual compliance to the international standards (e.g. ISO 9001)• Show less

United Kingdom

Built an industry-leading Channel partner program to support c.700 resellers and distributors across the EMEA and APAC regions. Created a model including a set of benefits and requirements to ensure success for the partners and Sensus in building Sales revenue and margin growth.Recruited a Channel Operations team to build a support network for the partners and to monitor performance and compliance of the partners via new processes, tools and systems implementation.

Uk

* Designed and implemented a suite of new global Channel Services programmes to manage and develop c.600 reseller/repair partners in 86 countries across APAC, EMEA & NALA. The product knowledge and geographical spread of these trained partners provide a local service to customers to ensure that their device is in the repair cycle for the shortest time, which leads to greater customer satisfaction. The advantage to Zebra is considerable cost savings by not having to pay transport, labour and… Show more * Designed and implemented a suite of new global Channel Services programmes to manage and develop c.600 reseller/repair partners in 86 countries across APAC, EMEA & NALA. The product knowledge and geographical spread of these trained partners provide a local service to customers to ensure that their device is in the repair cycle for the shortest time, which leads to greater customer satisfaction. The advantage to Zebra is considerable cost savings by not having to pay transport, labour and customs costs to get the device back to a central repair facility.• Established new global team located in China, Mexico, Singapore, UK and US representing each region to execute programme requirements and maintain governance, whilst developing close partner relationships to increase Services business revenue. Challenges have included persuading partners to comply with the requirements of the programme when previously there had been little or no partner management, gathering accurate information about the partners to level set them against the programme requirements, removing those partners that do not comply, whilst also working with the Channel Account Managers to ensure that we are in sync with Channel strategy and considering the diversity of cultures, languages and working practices in each region• Persuaded senior leaders that we should provide a partner-friendly version of engineering test software to our repair partners via a license agreement to ensure highest standards of repair quality Show less

Singapore

• Invited to relocate to Singapore to apply successful EMEA Service Business principles to APAC Service organisation.• In the role of Services Business Manager leading teams in APAC covering Business Development, Service Product, Service Delivery, Spare Parts and Customer Service developing policies & processes to create a cohesive Service structure• Recruited a Services Business team to review the After Sales service contract proposition and make it into a highly marketable product to… Show more • Invited to relocate to Singapore to apply successful EMEA Service Business principles to APAC Service organisation.• In the role of Services Business Manager leading teams in APAC covering Business Development, Service Product, Service Delivery, Spare Parts and Customer Service developing policies & processes to create a cohesive Service structure• Recruited a Services Business team to review the After Sales service contract proposition and make it into a highly marketable product to enable Services to make a significant revenue contribution to the overall business, whilst also working to improve Customer Satisfaction.• Implemented a regional strategy to work with repair partners across the regions to enable Zebra to provide its customers with a local multilingual repair and technical helpdesk service. Identified and on-boarded new partners in Australia and India. • Represented the Services organisation at partner conferences in Australia, Japan and New Zealand, presenting a new Service solution to support customers within the region Show less

United Kingdom

• In the role of Services Business Manager leading teams in EMEA covering Business Development, Service Product, Service Delivery, Spare Parts and Customer Service developing policies & processes to create a cohesive Service structure• Recruited a Services Business team to review the After Sales service contract proposition and make it into a highly marketable product to enable Services to make a significant revenue contribution to the overall business, whilst also working to improve… Show more • In the role of Services Business Manager leading teams in EMEA covering Business Development, Service Product, Service Delivery, Spare Parts and Customer Service developing policies & processes to create a cohesive Service structure• Recruited a Services Business team to review the After Sales service contract proposition and make it into a highly marketable product to enable Services to make a significant revenue contribution to the overall business, whilst also working to improve Customer Satisfaction.• Increased EMEA Services contract revenue from $4.5m (5% above target) in 2012 to $7.3m (40% above target) in 2013, securing contracts with customers including Tesco, Swiss Post, SNCF, Decathlon, Motorola and Shell. • Implemented a regional strategy to work with repair partners across the regions to enable Zebra to provide its customers with a local multilingual repair and technical helpdesk service. Identified and on-boarded new partners in Central Europe and Turkey. Also terminated a repair partner in Russia and carried out due diligence to find a more suitable replacement to meet the country repair needs.• Represented the Services organisation at partner conferences in Europe and Middle East representing a new Service solution to support customers within the region• Selected to attend Henley Business School Advance Personal Leadership programme• Implemented a new Europe-wide reverse logistics solution to enable Zebra customers to have their printer collected free of charge, sent for repair and then returned to them - all trackable via a central portal. I worked with the vendor to build a bespoke IT system and develop associated processes to create an intuitive and customer-friendly solution. Show less

Principal AccountabilitiesManage Service Repair & Reverse Logistics Operation for North West Europe Mobile Devices region: UK, Ireland, Benelux & Nordics Coordinate direct reports in Third Party Maintainer (TPM) Vendor Management, Technical Support & Administration in all parts of the region.Maintain regional P&L account (c.$400k) & identify cost-saving measures as per budgetary requirements.Key customer contact for Mobile Operators and Retail &… Show more Principal AccountabilitiesManage Service Repair & Reverse Logistics Operation for North West Europe Mobile Devices region: UK, Ireland, Benelux & Nordics Coordinate direct reports in Third Party Maintainer (TPM) Vendor Management, Technical Support & Administration in all parts of the region.Maintain regional P&L account (c.$400k) & identify cost-saving measures as per budgetary requirements.Key customer contact for Mobile Operators and Retail & Distribution, including O2, T-Mobile, Vodafone, Virgin Mobile, The Carphone Warehouse (CPW), Brightstar, Data Select & Phones4U.Negotiate commercially competitive support contracts with customers and repair & logistics suppliers.Manage escalation path for suppliers who are not meeting pre-determined KPIs.Liaise with all other areas of the business to support Customer or Regional requirements.Maintain Customer Quality Scorecard for all key accounts.Notable AchievementsImplemented new Returns procedures resulting in $1.5m cost savings in a Six Sigma Green Belt project. The procedures have now been adopted as best practise across the EMARA region.Reached & maintained #1 service manufacturer position with CPW & T-Mobile.Consolidated repair hub operations in Benelux, Nordics & Ireland resulting in a more cost effective & streamlined repair operation.Revamped direct consumer contact via website & call centre which led to greater customer satisfaction & reduced repair cycle times.Designed & developed Post Repair Customer Satisfaction web survey for the EMARA region. Show less

Managed special projects rolling out new BT service to key Banking customersProject Management and resolution of post-service roll-out issues for Major Customer Accounts, e.g. Abbey National.Liasing with internal departments and external TPMs to resolve ongoing issues, e.g. voice, data, software, hardware, and network servicesManagement of the customer relationship to maintain communications concerning project roll-out eventsMonitoring and reporting statistics against Major… Show more Managed special projects rolling out new BT service to key Banking customersProject Management and resolution of post-service roll-out issues for Major Customer Accounts, e.g. Abbey National.Liasing with internal departments and external TPMs to resolve ongoing issues, e.g. voice, data, software, hardware, and network servicesManagement of the customer relationship to maintain communications concerning project roll-out eventsMonitoring and reporting statistics against Major Customers operational centre performanceDepartmental "champion" for Remedy DatabaseManagement of the introduction of Remedy into Major Customers departmentProduction and analysis of customer escalation reportsNotable AchievementsTook over the management of the Remedy DatabaseManaged a reduction in Major Customer Account issues from over 200 to less than 40Introduced new procedures into the operational centre to ensure common working practices across all groupsDeveloped Problem Management methodologies to improve efficiency of operational centre performance Show less

Single point of contact between Nortel Networks and designated network operators concerning all post implementation service issues.Primary contact between customer and service organisation = main KPI objective.Co-ordinated service teams to ensure that customer SLA service deliverables are met and exceeded.Directed regular service review meetings with the account team and the customer to establish and maintain high levels of customer satisfaction.Managed escalation path on behalf… Show more Single point of contact between Nortel Networks and designated network operators concerning all post implementation service issues.Primary contact between customer and service organisation = main KPI objective.Co-ordinated service teams to ensure that customer SLA service deliverables are met and exceeded.Directed regular service review meetings with the account team and the customer to establish and maintain high levels of customer satisfaction.Managed escalation path on behalf of customer for any issues affecting the service level.Implemented internal action plans to overcome issues that may impact the SLA.Established constant communication flow between all teams to keep everyone updated on current events.Prepared performance reports and statistical analysis for the customers at regular intervals of the month. Show less

Primary contact between customer and service organisation = main KPI objective.Co-ordinated service teams to ensure that customer SLA service deliverables are met and exceeded.Directed regular service review meetings with the account team and the customer to establish and maintain high levels of customer satisfaction.Managed escalation path on behalf of customer for any issues affecting the service level.Implemented internal action plans to overcome issues that may impact the… Show more Primary contact between customer and service organisation = main KPI objective.Co-ordinated service teams to ensure that customer SLA service deliverables are met and exceeded.Directed regular service review meetings with the account team and the customer to establish and maintain high levels of customer satisfaction.Managed escalation path on behalf of customer for any issues affecting the service level.Implemented internal action plans to overcome issues that may impact the SLA.Established constant communication flow between all teams to keep everyone updated on current events.Prepared performance reports and statistical analysis for the customers at regular intervals of the month. Show less

I assisted in the set up of a Network Operations Centre where we launched video conferences for corporate customers, such as the Ford Motor Company, P&G, 3M & IBM; duties involved admin & technical troubleshooting.I also created a European Problem Management team to track technical & network issues involving 3rd parties, such as Tech Support teams & Network Operators.