Anne H. Email & Phone Number

Portsmouth, England, United Kingdom

Portsmouth, England, United Kingdom

Dedicated and results-driven People Manager with a proven track record of successfully leading a team of 11 direct reports. Reporting directly to the Customer Service Operations Manager, I am accountable for all aspects of people management, including training, coaching, performance management, personal development, and mentoring. Led a high-performing team, focusing on achieving and maintaining service level agreements (SLAs) with an unwavering emphasis on quality and purposeful customer contacts. Ensured the team's competence through strategic training and development initiatives, addressing skills or knowledge gaps effectively. Cultivated and maintained strong relationships with colleagues, key stakeholders, and external contacts, including Surveyors, Trading Standards, and Enterprise customers. Implemented and monitored effective controls to ensure that all team members adhered to established requirements and compliance standards.

Initiated and managed the creation of a comprehensive SharePoint for processes, enhancing the training process for new team members. Provided valuable education to traders through the feedback procedure, ensuring clarity and understanding of Checkatrade's processes. Actively participated in supporting various projects within the team, bringing a collaborative and proactive approach to achieve project goals and objectives to streamline processes and improve overall efficiency in membership assessment procedures.

Contributed to a collaborative team responsible for assessing traders' eligibility for continued membership through comprehensive reviews of complaints, judgments, and the overall membership status. Successfully handled calls related to the removal of members, demonstrating a keen understanding of the organization's policies and procedures. Consistently achieve 100% call quality, showcasing a dedication to maintaining high standards of service. Successfully identified and led the removal of a criminal group, contributing to making Checkatrade a safer platform.Serve as the GDPR champion for the team, ensuring compliance and handling information requests for Trading Standards and Police investigations. Actively contribute as a Mental Health First Aider, demonstrating a commitment to the well-being of team members. Monitor and manage Enterprise complaints, including the design and implementation of a detailed report to address and prevent issues.

Portsmouth, United Kingdom

Managed a total of 18 accounts across three different teams during my tenure at Inchcape, showcasing versatility and adaptability in handling diverse responsibilities. Currently oversee 8 accounts, maintaining effective communication with fleet contacts, dealerships, and drivers to ensure a seamless and positive experience for all stakeholders. Achieved the highest number of resolved complaints as a Driver Support Advisor within the company, demonstrating a commitment to customer satisfaction and issue resolution. Completed various training courses, including "Train the Trainer," "Commercial Vehicle," and "Customer Services Training" in Porsche, enhancing my skill set and knowledge in the automotive industry. Designed vehicle reallocation list spreadsheets for several accounts, streamlining processes and improving operational efficiency. Created and implemented a comprehensive training course for vehicle movements, successfully rolling it out to new starters, contributing to their onboarding and development. Received numerous nominations for Inchcape Stars within the business, acknowledging outstanding contributions and achievements. Won five Inchcape Stars awards and the 2019 Customer Services Award, exemplifying a commitment to excellence and recognition from peers and superiors.

Portsmouth, United Kingdom

Worked collaboratively in a team of 12 dedicated to delivering excellent customer service to energy customers. Managed various aspects of customer accounts, including manual bill calculations, account information updates, and responding to customer queries promptly and accurately. Transitioned to the New Customers and Retention Accounts department based on previous experience in insurance sales, where I played a crucial role in helping customers choose and enter beneficial contracts. Adhered to strict OFGEM guidelines to ensure compliance and prevent any form of customer misinformation while promoting the company's products and services. Promoted to a training role within 9 months, where I became an integral part of the team responsible for training new employees, monitoring their work, providing constructive feedback, and facilitating the achievement of their goals. Successfully trained new team members by teaching essential skills, conducting regular assessments, and addressing escalations for customer complaints. Seconded to the Escalations Team due to exceptional performance in training and resolving customer complaints. Resolved customer complaints over the phone and via email, ensuring prompt and satisfactory resolution. Collaborated with various stakeholders, including energy suppliers, local authorities, distribution centres, and engineers to address customer concerns and ensure a high level of service satisfaction.

Petersfield

Collaborated closely with an external Territory Manager to generate and maintain business, showcasing strong teamwork and coordination skills. Initiated contact with prospective customers through outbound calls and efficiently managed incoming sales and administration calls, addressing issues, and handling problematic orders. Maintained regular communication with existing clients, promoting the latest offers and products to enhance customer engagement and satisfaction. Proficiently utilized Sales-I, a data analysis system, to collect information, identify sales gaps, and take strategic actions to boost sales. Entered orders into the system and managed them through to the delivery stage, ensuring a seamless and efficient process. Qualified to design Fire alarm systems and emergency lighting schemes, adding value to the company's capabilities. Progressed from managing two small areas to overseeing a total of three, including the largest and most profitable area in the company. Undertook a solo project to take over web sales, achieving remarkable success by increasing the customer base by 175%.

Portsmouth, United Kingdom

Inbound and outbound sales for pet insurance.