Debra Kidd Email & Phone Number

TLC Manager at Trinny London

London, United Kingdom

Responsible for the Order Management and Customer Service functions, for Brown Forman own distribution in the U.K.

London, United Kingdom

Managed all aspects of the service experience including order management, call management, resolution quality and speed ensuring KPIs were met and processes continuously improved to provide a future fit Customer Support team with the capacity to meet customer expectations within budget. Operational Responsibilities - Drive Customer Support performance through the development, implementation and tracking of departmental KPI’s - reporting of KPI's with insights and trending information.Managed Customer Support processes to ensure delivery of orders to all customers to quality & lead–time expectations within pre-determined cost structure. Responsibilty for the team resolving queries / complaints submitted by telephone, email and social media.Created (in line with global policy) and effectively managed a consistent approach to customer care across all markets served by the EU Customer Support Team. Managed a team of 15 staff in the UK and 2 staff based in Europe. Responsibility for objective setting and performance management. Business Development Responsibilities -Continual assessment of the Customer Support team structure to proactively incorporate the needs of a growing business.Continual assessment of the systems untilized and required by the Customer Support team to ensure efficiency in meeting customer & reporting expectations.Evaluated new initiatives, including new distribution channels, new country launches, expanding current channels, new promotional activity.Continuous Improvement of Customer Support processes to enhance service and efficiency.

Essex, United Kingdom

Bare Escentuals UK Ltd - transferring to The Shiseido Group UK and Ireland.

Dartford

Serviced Office contracts - New business and renewals.Meeting Room services.Business services and Telephony.IT services.Facilities management and supplier liaison.

Responsible for the implementation of Call Centre technology to the Customer Service environment and ownership of it's ongoing functionality and evaluation of user/customer experience. Maintenance of UK catalogue for spare parts and add on products, complementing the main Playmobil range. Customer communications by telephone, mail and website, including complaint handling and escalations. Order processing and payment functions using SAP technology.