Barbara Murphy Email & Phone Number

Office products supplier, Business to Business & Business to ConsumerOverall site management at Wakefield, responsible for all customer service, facilities and Health & Safety management reporting to Customer Care Director.Hands on leadership for all customer service teams.Responsible for 1 outbound team making pro-active sales calls to our customersManaged a change programme to include:-Project management of the integration of Corporate Express into the Staples business then the closure of the Wakefield site ensuring continuation of all service levels to customersDelivery of a major system change from In-house system to SAP - analysed processes, produced training material and helped to deliver training as a senior "super user".Improved relationships between internal departments by regular communication. Focus on management training, coaching of direct reports and succession planning.Implemented daily and monthly KPI's with challenging targets closely linked to company business plan and strategy. Contributed to sales growth and improved service through sales by introducing direct selling.Introduced robust performance management processes, to include 1 to 1's, annual reviews, personal development plans, competencies and succession planning.Initiated "Ideas and Opinions" meetings to encourage staff to contribute to future changes and strategies.

Financial sector - Card Protection Plan; 250 seat inbound contact centreOperations Manager - 6 Team Managers My focus was on:- Value added activities.Managing risk/compliance and introduction of FSA standards.Call volume reduction, involving analysis of internal call drivers, call distribution and impact of business partners. Long term process changes and identification of quick wins measuring results against targets.Maintaining SLA's during a period of constant change through effective real-time management and utilisation of resource & planning and tools.BARBARA MURPHY

Managed multi site customer service teams of 10 Managers and 300+ agents across sites in the UK and Ireland reporting to Group Sales Director as Head of Customer Service.Managed a change programme to include:-Implemented SAP across 14 sites as a key member of SAP project team. Worked closely with other functional areas to ensure a one-team company approach to customer care. Introduced multi-selling skills and new sales platform to maximise sales in customer service. Impacted company profitability:-Reduced customer service costs from 2.4% to 1.75% of sales turnover. Improved net profit contribution by increased focus on minimising refunds and credits. Implemented new refunds process to reduce the impact of refunds issued outside policy T's & C's with an impact of approx £250k / month.Developed close working relationships with major customers by setting up a customer forum to ensure their involvement in future change. Regular contact was maintained to ensure updated feedback. Introduced "Make A Difference" to assist culture change and ensure staff are valued at all levels, working with other external companies who were undergoing similar change. Made a personal contribution to a book published in 2001 called "Contagious Customer Care". Personally achieved highly commended status as "Leader of the Year" in 2001 Institute of Customer Service Awards. One of the Guilbert Advisors also won "Customer Service Professional of the year".

300 agents across 10 sites

Managed a team of 8 multi skilled staff to cover all sales admin tasks including completion of tender documentation and involvement in final tender presentations to customers.

Managed an office of 12 consultants and completed financial accounts, PAYE and VAT returns.

Preparation of monthly management accounts, calculation of salaries and commissions, bank reconciliation and cash flow forecasts, PAYE and VAT returns.F.W.W. Woolworth - U.K. based Major High Street Retailer - Area Personnel OfficerAs Area Personnel Officer for Woolworth I was responsible for all H.R. activities within the stores in my area. I also undertook project work including completing and evaluating first-line management training for all supervisory staff.

A Level Maths, Economics, History, Gen Studies

A.I.P.M. - Associate Member Of Institute, Accountancy; Personnel Management