Faby Miceli Email & Phone Number

Bristol, England, United Kingdom

Bristol, England, United Kingdom

Bristol, England, United Kingdom

Delivery of a high standard of customer care and being the contact point for the Yankee Candle customer base.Supporting existing and new business development by ensuring that new and existing customers receive their orders in a timely fashion and all queries and problems are dealt with and resolved in a timely and professional manner.Building and maintaining relationships with existing customers and develop repeat sales via regular agreed call patterns. Dealing with customers’ queries and complaints via phone and email.Process customers’ orders and liaise with the warehouse team and logistics team for information on deliveries.Daily contact with Sales Agents, supporting each other on targets and customers’ requests.Liaise with Accounts team to process credit requests and any payments issues. Promote sales in the Italian territory.Supporting the Marketing with organising tradeshows, sending new product information, samples, mail shots and helping with promotional activity.Keeping statistics of customer turnover, product split. Reporting on achievements of all customers, highlighting trends, feedback, and concerns.

Bristol, England, United Kingdom

Working within a team of 3, monitoring advisors' calls and correspondence, both remote and live side by side, to make sure a high standard customer service is provided and we adhere to the company's policies and procedures.As part of this role I was also responsible for publishing weekly/monthly quality reports identifying overall quality performance and activities for the week/month including review of accomplishments, performance levels, areas for improvement, and recommend action plans. Working towards productivity targets set by line manager and the GTR client. Organising levelling sessions with the client, team leaders and advisors. Dealing with high level complaints and investigations, listening to calls for legal action purposes.During the time in this position I have improved my interpersonal skills, as it has been a challenge at times giving feedback and coaching to some of the advisors. I have learned to adjust the method and language used depending on the advisor I was monitoring and learned to stay calm and patient during some problematic instances but also firm and positive. I have also completed the Teleperformance Jump to Quality course to improve my coaching and feedback giving skills.