Multilingual customer service for partners in countries throughout western Europe. Use of SAP, MS Office. Liaising with outsourced logistics supplier, finance, marketing, sales and tech to resolve any issues and proactively change procedures to make things run more smoothly.Key Achievements:• Increasing annual customer survey scores in the lowest scoring market - Spain – by 30% by visiting customers to identify issues, and managing expectations and then implementing improvements.• Reducing distribution costs by 43% by analysing the figures and highlighting discrepancies, resulting in the rectification of overcharging.• Proactively reducing the customer impact of the transition from an existing finance team to a new team by instigating a face-to-face meeting with both parties to ensure process alignment.• Creating SAP process documents and training colleagues in the USA new to SAP about order management.• Implementation of delivery issue log with outsourced logistics company allowing identification of trends and root cause analysis.

In 2004 LEGO Education outsourced its Western European sales and distribution to a new small business called DACTA Ltd.Key Responsibilities:• Entering orders, sending deliveries to our local warehouse, invoicing and raising credit notes on SAP Business One• Providing customer service, answering queries and resolving complaints for customers throughout Western Europe• Raising purchase orders for LEGO stock based off sales projections and current inventory status analysed via an Excel data file I created.• Updating the weekly sales figures in Excel and adjusting for new customers as necessary.

Working for for Shell Information Technology International providing first line support for Shell employees in Italy with IT issues including MS Office. Fixing a large proportion of issues via phone or with use of PCAnywhere remote access software and transferring issues to second line support if unable to resolve. Calls logged in Service Centre database.

Lotus European Helpdesk supporting end users in Italy (in Italian). 2nd level support analyst, trainer of new staff for Wordpro and member of quality control team.