Jane Griffin Email and Phone Number

• Delivering exceptional levels of customer service in a B2C and B2B sales environment promoting products and providing order and delivery information and updates.• Received numerous complimentary communications directly from customers to the Directors acknowledging personal service delivery levels and customer communication approach.• Demonstrating excellent stakeholder relationship skills working with key suppliers and international courier companies to ensure effective and timely delivery of orders.• Pro-actively establishing rapport with main supplier and utilising ordering history and account growth information to successfully negotiate a warranty claim reducing the term from 16 weeks to 4 weeks.• Business and sales administration requirements including financial logging and reporting, banking, fraud and risk management, sales order processing and associated documentation production.

• Delivered complete business administrative support while providing full PA services to business directors. • Pivotal involvement in all aspects of the business from general administration through to identifying and implementing updated business policies and processes to drive efficiencies and financial savings.• Rationalised the CRM database and improved customer contact processes to drive customer service improvements.• Project managed the successful implementation and transition to new accounting system QuickBooks and achieved productivity and processing efficiencies through procedural simplification.• Devised and delivered full company training including at director level to ensure comprehensive understanding of new system capabilities.

• Purchased the business and completed full operational and system review to identify potential improvements and efficiencies.• Implemented new electronic stock management system and successfully improved stock and financial controls.• Utilised multiple sales and marketing techniques to engage with existing customer base and drive brand loyalty and customer retention fostering a customer centric approach to achieve individual customer average spend growth. • Recruited and managed sales support team ensuring ongoing compliance with all HR regulations and protocols.• Maintained awareness of employee legislation and implemented HR policies and procedures to ensure best practice incorporated into all employee engagement.• Managed the economic and financial viability of the company by using management and business growth strategies, financial accounting, human resource planning, customer relations, and technology.• Oversaw the company’s fiscal activity including budgeting, reporting and statutory requirements.• Continuously evaluated business performance to identify and target key areas for growth and understanding and interpreting the industry landscape and trends while monitoring and mitigating associated risks.

• Orchestrated excellent customer service delivery in the B2B and B2C sales environment as a 20% shareholder of the business.• Utilised a pro-active approach to customer interaction, account growth and business development achieving an overall sales growth of over 50%• Developed and disseminated SOP’s (standard operating procedures) across the business to drive corporate efficiencies and associated cost savings of over 12%.• Streamlined financial processes through the implementation of Quickbooks into the business.

• Joined an underperforming business and within the first year successfully achieved a 30% growth in new landlord accounts delivering lettings income growth of over 15%. • Accountable for team leadership and skill development in line with HR regulations and protocols, sales and business development and overall customer service delivery and satisfaction.

• Joined the business as a Junior Negotiator and progressed to role of Senior Negotiator before spending two years working for Palmer Snell Estate Agents achieving the Negotiator of the Year Award in 2004.• Re-joined Connells as Branch Manager responsible for opening a new sales office in the Southern Region focussed on property valuations, customer service, sales and legislative compliance with exceeding sales targets and service delivery KPI’s.• Motivational leadership of branch teams with HR responsibility including recruitment, appraisals, objective setting and monitoring, performance management and training and development.• Based across multiple locations include new housing site sales offices and worked collaboratively with site managers to cohesively arrange site sales and manage plot handovers to customers.