Gemma Nightingale Email and Phone Number

Provide expertise in data management to support delivery of measurable business improvements in cost / incident reduction, right first time delivery, process efficiency and service quality. Work directly with departments and stakeholders to influence actions and activity to ensure effective and timely resolution of problems reported across the business to deliver operational excellence.

Helped look after the process from supplier to shelf, from new lines to exit plans. Ensured products met with safety and quality standards, and helped put together ranges to help perform against the business plan. Worked closely with suppliers and ensured that lines and samples were delivered on time and in line with requirements. Worked closely with promotions team to put together promotional plans, supply chain, merchandising, QA and marketing to ensure the ranges were relevant and available.

Responsible for answering, understanding, logging and handling over 600 different call types. Adhered to the procedures required to place calls with service providers, to minimise customer inconvenience encompassing the service level escalation procedure and balance cost against service provision. Ensured monthly productivity and performance targets for speed, efficiency and quality were met to positively contribute towards the department achieving KPI’s. Maintained accuracy of systems through updating and monitoring of the HEAT system, managing multiple call groups and complex associated tasks. Chased calls in relation to severity and impact on Retail to avoid unnecessary trading / brand damage in line with service priorities and ensured stores were back trading as soon as possible. Delivered customer satisfaction in response to complaints and problems in line with company policy with development of current systems to ensure continuous improvement. Recognised and escalated any issues that fell within crisis guidelines or directly impacted on trade.