Deborah Fletcher Email and Phone Number

Just finished a contract at Motonovo Finance, this has been a great experience, met and worked with some amazing people. Wishing all at Motonovo and Aldermore best wishes for the future.

Customer Services, Material Control & Logistics

Promoted as a result of the previous role to the Customer Services and Operational manager of a larger operating site for the leading global provider of packaging in the pharmaceutical, health & personal care, consumer and specialist packaging sectors.Lead, managed and developed a team of 12 Customer Service Managers in their management of the team workloads to ensure that client expectations were exceeded and SLAs maintained, driving a culture of Continuous Improvement.Developed and maintained close working relationships with key stakeholders, internal and external. Specifically, external clients, sales, operations, and supply chain within the wider 160 strong site.Ensured the staff working in the Customer Service Department were well supported and directed with clear job responsibilities. Trained, motivated and empowered to do their job.Ultimately responsible as a key member of a small senior management team in the closure of the companies packaging capability on site. This involved:Significant workforce engagement, including the re-employment prospects.High level negotiation with senior clients that enabled the transfer or closure of £ multimillion contracts.Preparing an employee retention plan. To encourage the retention of retain employees.Formulating and delivering an effective employee communication process.Providing outplacement, retraining and reimbursement services through such initiatives as; career management, job-search strategies, interviewing and preparing a resume.Maintaining morale and productivity by fostering a climate of support.

Selected from a number or serving Essentra customer service executives as the replacement Customer Services and Operations Manager tasked to transform their threatened Bristol cartons manufacturing facility in terms of its operational and financial performance. Roles and responsibilities included:Stand in for the General Manager, absent on long term sick, thus serving as the top executive on site, responsible for strategy, structure, budgets, people, financial outcomes and scorecard metrics.Developed Group values, systems, policies and procedures to improve overall customer satisfaction in line with targets set by the company values, systems, policies and procedures.Introduced revised pricing, product specification and sales directive that targeted a £500k sales improvement.Managed manufacturing capability, including planning, sales, stock, materials and production.Reporting strengths, weaknesses, opportunities and threats with regards the ongoing operation to senior management off site.

Leading and managing a team of customer services staff with overall responsibility to the Sales director.The processing of customer invoices, requests and orders. Cross selling and up selling where feasible and advisable to elicit increased orders. The provision of statistics, KPI performance graphs, Pricing progress, Error reporting, especially pricing and invoicing errors, stock position and OTIF delivery performanceMonitoring staff performance confirming work load and priority and delegating work to staff. Managing workload and output whilst promoting development and training. Carrying out staff appraisals, managing performance and disciplining where necessary.Arranging and overseeing the recruitment of new staff, including training and induction and ensuring adequate staff levels to cover for absences and peaks in workload, often by using temping Meeting with other managers including production, engineering and manufacturing to discuss the development of sales and customer service procedures, policies and standards for the organisation or department with regards continuous improvements and service.Consistently learning about the organisation's products and services, keeping up to date with changes and remaining ahead of developments in customer service by reading relevant journals, going to meetings and attending courses. Applying analysing statistics and other data to determine and improve the level of customer service the organisation is providing.

Ensuring the full implementation of the Customer Services strategy across the business.Manage the Customer Services function confirming effective operation and that the functions activities are aligned to departmental and company objectives and to make certain the function is adequately staffed and trained to deliver an efficient service to internal and external customers.Processing with accuracy and alacrity, customer quotations, orders and order confirmations within agreed timescales.Ensuring that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.Representing the Customer Services function as an active member of the Management Team and participate and contribute to relevant management meetings, whilst creating and sustaining a positive team environment displaying high levels of motivation and excellent team spirit.Promoting effective communication throughout all levels of the Customer Services function and enthusiastically promote and manage the process of continuous improvement in Customer Service

The management, organisation and direction of all operational and administrative activities in order to facilitate the smooth running of a busy engineering office employing numerous staff in a huge time of company change, including the implementation of ISO 9001. Management of a wide range of plant hire and civil engineering contracts including leading customer service activities such as customer reports and returns, processing customer purchases and delivery orders whilst arranging provision of resources. Representation of company directors on matters of customer expectations and company workforce, with full director confidence.Management of SAGE accounts including invoicing and crediting of government contracts ensuring credit control for multiple plant hire and civil engineering contracts.Utilisation of SAGE Payroll to manage complex tasks such as NI and Tax Calculations, SSP/SMP and holiday entitlements. Maintenance of full employee records, in-depth payment analysis, and statutory forms.

Provided primary support for the customer services manager. Responsible for resolving issues, working with clients and staff to overcome conflict, and to provide quality customer service.Implemented planned strategies and procedures with an endeavour to avoid or minimise operational impact.Responsible for the setting up, management and operation of the ‘Birds Eye’ account, one of the biggest and most profitable Seda accounts at the timeDealt quickly and efficiently with enquiries and complaints utilising the most appropriate means, ensuring effective follow-up through completion.Prepared weekly, monthly and impromptu management reportsDeveloped and implemented new systems, procedures or working practises to improve the efficiency of customer service.

Responsible for liaising with purchasing and manufacturing teams to ensure customer requirements were achieved though Enterprise Resource Planning; integrating internal and external management information across finance, accounting, manufacturing, sales, service and customer relationship management.Constant interaction with customers utilising Material Requirements Planning to influence production planning and inventory control for the manufacturing process, thus ensuring materials were available for production and products were available for delivery to customers.Visiting designated customers, to develop and maintain excellent customer service. Customers located predominately in England (LDV, JCB, LOTUS Cars), with additional contacts and associates throughout Europe, U.S.A. and Brazil.Working with customer information to forecast future business requirements.Working in line with Service Level Agreements (SLAs), to create, implement and analyse customer satisfaction surveys. Utilising the results and Key Performance Indicators (KPIs) to specific departments in order to make future suggestions for improvements to processes and future business opportunities.Liaised with transport companies resolving issues of vehicle costs, export documentation and occasional damaged product queries.Monitored and analysed expedited freight costs, outside storage and transport costs. Utilising current and subsequent data on performance at monthly board meetings.Developed and implemented a system to manage vehicle arrival and departure times, significantly improving the flow process in the logistics department.

Lead a team of thirty diverse telephone agents within a customer service environment.Managed the daily operations team, ensuring service and satisfaction levels were consistent via an Automated Call Distribution (ACD) telephone system.Responsible for creating, and managing staff rosters over four week periods, ensuring essential customer support, quality and business performance whilst considering staff needs.Provided weekly data, offering awareness to individual team members of their personal work performance ad performance statistics to higher management.Responsible for team discipline in line with the company HR policy, including the escalation process concerning continual offenders.Conducted team briefings, promoting changes to processes and procedures, recognising the need and benefit of change whilst supporting staff during time of change and encouraging individual development. Responsible for recruitment, induction plans, monitoring, coaching and continual staff development.Investigation of customer complaints, liaising with other departments to establish the outcome and subsequently dealing with both written and verbal communications with customers in order to resolve any outstanding situations.