Jane Harper Email & Phone Number

Belfast, United Kingdom

Commercial review of orders

Belfast, United Kingdom

Customer Relationship Manager position within the European Africa & Middle East (EAME) Financial Shared Service Centre (FSSC) for Caterpillar. This is a key role within the team and focuses on understanding the requirements of both internal and external customers and ensuring that the requirements are satisfied.Key Responsibilities:  Translate the Shared Services Centre strategic vision to the strategy and goals for the Customer Relationship Management Team Initiate and work with other resources, suppliers and others on projects and initiatives to improve CRM, overall FSSC and business performance Consolidate and propose performance improvement actions (update policies & procedures, process re-engineering, technology enhancement, etc), including performing root cause analysis of problems and identifying corrective actions Supported by a Team Leader, oversee CRM Team to ensure staff performance, motivation and development Contribute to Divisional and Shared Services targets for Employee Opinion Survey Prepare detailed operational reports to manage team workload and report performance to the FSSC Manager Prepare and deliver presentations to customers to report on the performance of and to champion the FSSC Promote a customer relationship oriented culture within the FSSC and the team Ensure appropriate processes, procedures, training & tools are available to the team Proactively develop and maintain customer relationships with internal customer management: become the customer champion, seek to understand their needs, identify value-add activities and campaigns; be the conduit for customer feedback and the interface to FSSC management Support process partners to ensure effective collaboration with the FSSC Give guidance to team leads on day to day CRM operations to the required service level while maintaining appropriate financial control Work to ensure that the FSSC is perceived as a customer-oriented and efficient service centre

My Responsibilities include managing and coordinating work of the process managers working under the the CEO. MY duties also comprise devising and planning of company policies, and discussing them with the top management for final approval. Developing guidelines of operation for certain processes under my authority. To devise and set up an annual budget and fiscal plan, and present it before the board of directors. Prepare elaborate reports of the functioning and all the company departments, and submit the reports to the top management for practice performance review. To travel on a national and international level to visit potential clients and discuss business with them. To play an important part in recruiting and training process managers under me. Imparting training to new practice managers regarding how to increase employee performance, is also one of my most important responsibilities. To discusses the plans and marketing strategies with sales managers to increase the company profits. To ensure that all departments and practices are working as anticipated by the company's annual plan.

This is a new company start up some of my duties are writing business plans,Design of layout and content of company website, designing letter head, invoices and quotation papers. Sourcing materials, equipment rentals and workshop space. Duties included: HR administration design HR policies in line with company and Department of labour guidelines. Marketing and press relations design of promotional material. Liaising with clients and welders, assigning jobs to appropriate welder based on job spec and governing standards required by client. Design company profile for marketing. Design of company branding. Sending quotes & invoices to deadlines. Banking. Payroll.

Setting correspondence team, creating templates, managing deadlines against customer expectations and maintaining high level of professional quality.Analyse productivity of systems and recommend changes / updates.Design reports to be input into system to show productivity.Design of quality forms & matrix, monthly one to ones, annual appraisal forms in line with campaign DPA and client requirements, roll out and implementation of these.Work closely with senior operations, IT, telephony and account management to ensure smooth and successful set up of not only Pitney Bowes campaign but also Remark campaign.Reduced campaign absence from 27% to <3% and attrition from 35% to <8% and maintained throughout my time as team manager of Pitney Bowes.Responsible for monthly and annual budget forecasting and planningFinancial responsibility for campaign Full responsibility for recruitment of sales consultantsResponsible for Managing 2 working team leaders 2 administration assistants and 20 sales consultants.Writing and delivering refresher training.Evaluation of statistical and performance measurement data, implementing development plans to maximise individual and team performance.Provided intense Coaching, Training, Development and Motivation to meet performance targets at 3 levels.All other duties required by managementSupport Natwest banking campaign in all managerial areas

Responsible for managing, motivating, and developing a diverse team of 15 Customer Service Agents and 1 Trainee Team Leader.Evaluation of statistical and performance measurement data, implementing development plans to maximise individual and team performance.Provided Coaching, Training and Guidance to CSA's, and Trainee Team Leader to meet performance targets.Taking escalated customer complaints and resolution of complaints.Shift desk dutiesDaily management of all HR processes absence management, performance measurement, conduct and quality monitoring ect.Developing Trainee Team Leader into role by analysis of performance, quality coaching, and motivation, monthly one to ones and regular meetings and implementation of objectives.Involvement in project planning for Newry site start up.Liaising with senior operations managers and recruitment executives with regards to Newry recruitment.Constant involvement in recruitment fairs and interviewing of agents for Newry.

Liaising with Vodafone clients to ensure top quality training is being provided and identifying any key areas for improvement. Managing a team of 14 customer service agents in a training environment.Liaising with Operations managers and HR managers to ensure the smooth running of training. Responsible for all aspects of management required by Team Leader.Coaching development and motivation of CSA'sAbsence management

Recently I was asked to Develop and Project Manage an Action Plan for a campaign in the Armagh site to bring them inline with Technology, QCR procedures, Team Lead training and development, Advisor training and development, HR disciplinary procedures role and implementation and reviewing recruitment and training strategy along with improved technology and data management recommendations.Successfully identified key risk areas and time lines to correct.Developed 3 Team Leaders through Management Training and Role Requirements discussions.Developed 80 Advisors in the campaign through re training of key result areas and sales techniques.Asked to manage a team of 15 under performing advisors to improve performance. As people's performance deteriorated they were reassigned to my team on a weekly basis. I had a total of 30 under performing advisors in the 6 week period I was running this program 73% of these advisors uplifted their performance from 37.5% and below of target to 100% plus in the period.I developed a team of 20 new entrants and enjoyed the success of making them the top team within the campaign, quickly over more experienced teams. The team were achieving 117% of combined targets and maintaining this high level of performance.I have had experience in acting up as performance manager to cover holidays and sickness. I found this a role I fitted well to and enjoyed.

Responsible for managing, motivating, and developing 2 Trainee Team Leaders and 5 floor walkers and a diverse team of 20 F/T and 20 P/T new start outbound sales advisors rotating every two weeks. Provided intense Coaching, Training, Development and Motivation to meet performance targets at 3 levels.Worked closely with senior operations manager, QCR, and training to write a grad bay policy to ensure new advisors were given the tools to reach required performance and establish early on if advisors were able to hit standard required to graduate from grad bay. Included negotiation with HR and Agencies to allow policy to be implemented.Wrote refresh training material for use during this transition period for new delegates. Trained several Team Leaders in these to share best practice across department.Key decision maker in advisors suitability to progress to their permanent team.Working closely with clients to design and deliver training on selling skills, objection handling and EPG to help enhance performance.HCL Belfast

Responsible for all aspects of management of 20+ Advisors.Provided intense Coaching, Training, Development and Motivation to meet performance targets.Evaluation of statistical and performance measurement data, implementing development plans to maximise individual and team performance.Liaising with dialler supervisors and technology room to ensure best penetration rate on data we are dialling identifying any problems and ensuring it is escalated to relevant people.Constant involvement in the recruitment process at various levels.Quality Representative for department following and ensuring the department followed IMS and ISO procedures.

Successfully made outbound sales calls for BT wingback campaign to strict targets.Achieved an average of 12 sales per day, which was 150% of target.Regularly asked to step up to Team leader position in their absence.Successfully made outbound sales calls to business customers on Telemarketing numbers campaign to strict targets.I achieved an average of 4 sales per day and 10 leads, which was 200% of sales target and 125% of leads target.Day to Day Shop, High Street, Gilford

Responsible for managing, motivating and developing 4 FT Sales Assistants and 5 PT Assistants.Provided on job training and development to ensure high-level customer service was maintained at all times.Constant involvement in the recruitment process.Cash handling, till balancing, banking and bookkeeping.Designing and implementation of rotas ensuring all shifts where adequately covered.Stock rotation and ordering to ensure correct quantity of goods where ordered from each supplier on time.Ensuring suppliers where paid on time to maintain good working relationship.Sending Payroll accurate hours worked by each employee on time to ensure wages were paid correctly.

Managed a team of 10-garment stitcher's, 1 finisher and 1 quality assessor.Provide training, Development and Motivation to meet the daily finished garment target.Constant supervision of placed orders and quantities against total finished garments to ensure orders were met quickly and efficiently.Hourly checking of materials ensuring I ordered correct garment, colour and size from cutting room in advance so team was kept in work constantly. Rescheduling and fairly distributing work of any absent team member to ensure work was completed with highest quality and targets were achieved.Liaising with repair workshop to ensure any break down of equipment was reported quickly and resolved speedily.Implementation of all health and safety rules within work area.