Denise Smith Email & Phone Number

Singapore

Melksham, Wiltshire, United Kingdom

Senior management position, providing proactive sales support for all customer accounts in Europe, Middle East and Africa. Contributed to increased profitable sales growth, focused customer service excellence through performance management and continuous improvement. Responsible for a team of 20.Key achievements• Lead, coached and managed a team of high performing customer service sales co-ordinators (teams in UK and Europe) and consistently maintained 95%+ service levels to customers (UK and International).• Operational management and process improvements – overseeing business function from order entry through to billing, co-ordination of warehousing and logistics (road freight & ocean freight), and customs procedures.• Developed professional relationships with international customers, to support specific market requirements and country specific legal regulations for exports. • Managed risk within the customer services function ensuring compliance with internal and external legislation requirements.• Developed a continuous improvement culture through development and execution of opportunities to increase efficiencies. Includes targetted improvements for query resolution to positive impact cash flow, reducing invoice/delivery disputes by £230k/67% in 3 months and benchmarking ongoing process standard for query resolution <12 days.• Managed departmental budget, resources and forecasting in line with organisational guidelines.• Implemented structure to support remote working and off-site functionality of call centre technology and customer service processes.• Introduced hierarchical structure for with defined capabilities and competencies to improve efficiencies and support performance management and development opportunities.• Managed integration of customer service function following company acquisition. Project lead identifying customer account procedures and system functionality to maintain service levels and support international sales growth.

Melksham, England, United Kingdom

Responsible for startup of new accounts ensuring all customer product and documentation requirements are met. Setting a positive precedent for ongoing business processes and relationships. Training and development of Customer Service team to ensure consistency and best practice.Key achievements• Achieved significant costs savings using Lean Six Sigma project management tools and techniques.• Developed proactive sales program with individual and departmental incentives achieving positive results and attainment of sales targets.• Supported growth and business development of new international customer accounts through effective start up and building of business relationships.

Melksham, England, United Kingdom

Responsible for leadership and management of UK and Export Customer Service teams. Escalation for complaint management and premium account services.Key achievements• Delivered training of systems and processes to newly set up teams in Shanghai to support business growth for Cooper Tire China.• Managed high level project supporting functionality for warehouse relocation in Europe. Utilising experience and expertise with freight logistics, shipping incoterms and customs/duty.

Award In Education And Training (Aet)(Pttls), Training / Teaching

Level 5 Foundation Degree, Management And Leadership, Distinction

Greenbelt, Continuous Improvement

Activities and Societies: DMAIC, DFSS, 8D Continuous Improvement project design & management to improve quality and efficiency.

Hnc Business

Education record