Heather Robinson Email and Phone Number

Designed and implemented a global customer support strategy that improved customer satisfaction and operational efficiency.Led geographically dispersed teams, fostering a culture of collaboration and continuous learning across different time zones.Introduced and managed KPIs and metrics, consistently exceeding client expectations.Implemented SLA-based service levels, ensuring high-quality customer and partner interactions.Spearheaded the introduction of a new customer management system and enhanced internal communication via a colleague only knowledge base.Regularly provided data-driven insights to senior leadership, influencing key business decisions.

Leading and managing a team of Global Support Engineers to deliver a great customer and partner experience.

Managed a team delivering customer service in line with company-set quality standards.Developed and implemented KPIs to align team performance with strategic business goals.Played a key role in fostering a positive team environment, encouraging collaboration and continuous improvement.

Led a multi-channel, multi-language team of 16 reservations agents, managing customer inquiries and resolving issues.Developed and implemented KPIs and quality assurance metrics to meet business objectives.Acted as a point of escalation for complex cases, ensuring swift resolution and customer satisfaction.

Heavy people and performance management activities to grow sales and exceed customer service targets. Proactively identified low performance areas through business insights and drive course correction to achieve goals. Managed charity work including planning and executing fundraising events such as the static cycle ride at Liverpool Airport. Management of recruitment both for own store including telephone interviews, face-to-face interviews, making hiring decisions as well as offering strong and detailed feedback.

Management of team of senior level customer support agents.Supported relocation of escalated complaints from Coventry to Luton including redesign of processes, training and budget management. Developed and delivered wide range of policies and processes including but not limited to car rental complaint handling, in-resort disability related complaints and compensation awards resulting in a reduction in annual budget spend.Managed high profile and sensitive complaints including supporting and guiding colleagues overseas and in retail. Led meetings of high level steering committees with key stakeholders including board members.Prepared daily, weekly & monthly reports for both stakeholders and team members. Delivered performance updates at regular meetings.Managed retail and overseas liaison to resolve complaints and support with day to day issues.Direct liaison with key stakeholders to resolve escalated level complaints.Supported Press Office with resolution of media queries including proactive and reactive press statements.Strong feedback from all areas of the business.Full ownership of incentives including budget and planning.Led recruitment for department including holding interactive recruitment days and making hiring decisions at all levels.