Jenna Stanley Email & Phone Number

Milton Keynes, England, United Kingdom

Working in a cross-functional matrix team at John Lewis & Waitrose, I played a key role in strategic programs and led several projects driving process improvement & efficiency, cost reduction and delivery of new technical solutions. I led initiatives across diverse areas (Retail Operations, Marketing, Operating Model etc) working collaboratively with senior stakeholders and business SME’s to analyse, plan and implement business change. I worked well with different business areas/roles, identifying risks and sharing knowledge & expertise to ensure solutions aligned with business needs. This allowed me to gain knowledge in new areas and helped me develop on a professional and personal level.

Delivered radically simplified end-to-end processes within a matrix team. Leveraged process improvement methodologies and partnered with SMEs and senior stakeholders to identify opportunities for process improvement, automation and technology adoption. Completed assignments across both brands, striking a balance between efficiency gains and a positive experience for partners and customers. Eliminating non-value-added activities, streamlining processes and identifying automation opportunities. As the Process Lead, I actively participated in writing business cases to secure funding and benefit realization, ensuring that implemented changes delivered the expected value. I conducted analysis and delivered several improvements and led the design and delivery of two Tableau dashboards, providing real-time process performance data to the business. This experience broadened my understanding of data integration, CDP’s, architecture, and its role in driving data-driven business transformation.

United Kingdom

Leveraged Lean/Six Sigma methodologies and data analysis to drive continuous improvement across the customer journey within Customer Contact & Customer Delivery. Possessed strong analytical skills, utilizing complex datasets and IT systems to inform data-driven decision making. Coached several waves of Lean Six Sigma Yellow Belts through to certification, equipping them with the skills to identify and eliminate process inefficiencies.

Manchester, England, United Kingdom

Led a team of insight specialists to analyze customer complaints escalated to the Executive Team. Identified trends and opportunities for improvement across all delivery and collection propositions and implemented corrective actions, mitigating future service and delivery failures. Played a key role in the successful adoption of our new Salesforce CRM tool. As the first point of contact reporting to the Salesforce product owner, I championed business user adoption and platform development.

Theale, England, United Kingdom

Led a high-performing team of 24 customer service representatives to investigate and resolve complex customer complaints escalated to the Executive Team. Encompassed all delivery propositions, collaborated with internal teams and third parties to achieve timely resolutions. Prioritized exceptional customer service (written & verbal), safeguarding brand reputation and customer retention. Nurtured the professional development of my team, empowering them to take ownership of their roles, confidently navigate complex situations, and deliver exceptional service.

London, England, United Kingdom

Excelled in a fast-paced environment, ensuring seamless deliveries and resolving customer concerns. My role demanded a blend of skills, including proactive problem-solving, multi-channel communication, and efficient delivery coordination.Proactive Problem-Solving and Delivery Coordination: Anticipating and addressing challenges by actively tracing missing items, contacting customers regarding failed deliveries, and coordinating rush orders was key. I also played a vital role in arranging ad-hoc deliveries and routes, negotiating with couriers to optimize costs, and processing payments efficiently through procurement systems. My ability to adeptly handle incoming calls and emails from diverse sources (customers, contact centers, branches, delivery drivers) ensured smooth information flow and timely responses.Specializing in the complaints team, I addressed customer concerns (phone, email, letter). This included implementing solutions like replacements, reordering stock, arranging refunds for damaged items, and coordinating repairs with specialist contractors (flooring, decor, PVC etc.).Throughout my role, I honed my skills in problem-solving, decision-making, customer service, communication, logistics, delivery management, and cross-functional collaboration. My proficiency in internal systems further enhanced my ability to deliver exceptional customer service

Manchester, England, United Kingdom

Thriving on complex customer challenges, I excelled as a Customer Service Specialist. My role demanded a multifaceted approach, handling intricate inquiries and complaints beyond first-point-of-contact. This often involved troubleshooting fulfillment issues (one-man, two-man, supplier direct) leveraging my in-depth knowledge.Building strong relationships with internal teams (dispatch, branch support) ensured seamless communication and efficient problem-solving, ultimately leading to a more positive customer experience.Adept in communication, I effectively addressed inquiries via phone, email, and letters. Data management and security were crucial too, managing POS/ePOS transactions, performing fraud checks, and utilizing internal systems to ensure data accuracy. Additionally, I harnessed analytical skills to gather and analyze customer feedback using spreadsheets, providing valuable insights for improvement.

Manchester, England, United Kingdom

Leveraging strong communication and problem-solving skills, I thrived as a Customer Service Specialist at John Lewis. This role demanded a multi-channel approach, efficiently handling customer inquiries and concerns (phone calls, emails, internal comms systems).I played a key role in facilitating a seamless customer experience by placing orders, managing deliveries, and scheduling appointments using systems like CSS and DBS. My attention to detail ensured order accuracy and timely delivery, contributing to customer satisfaction.Transitioning to a specialist role focused on delivery inquiries, I cultivated a comprehensive understanding of John Lewis's distribution network. This in-depth knowledge empowered me to efficiently resolve delivery-related issues, enhancing customer satisfaction and ensuring a smooth post-purchase experience.Throughout this role, I built strong working relationships with internal teams (back office, delivery hub). This collaboration ensured seamless communication and streamlined problem-solving, ultimately leading to a more positive customer experience.