Jo Windeler (Mba) Email & Phone Number

Wales, United Kingdom

Responsible for the restructuring and ongoing development of the Customer Service function of Nice-Pak International’s multi-location operation, driving change to deliver customer success.Key Steps to Success:-• Introduced a ‘management by evidence’ approach to capturing the true baseline and measuring customer success and the cost of customer failure, changing the focus of our process from operations to customer-centricity through being the advocate for the customers within our operation. • Ensured customer satisfaction metrics were not solely internally focused but aligned with the customer’s own view of our service.• Forged strong collaborative relationships with Commercial, Planning, Quality, Operations and Supply colleagues, identifying opportunities for continuous improvement opportunities and working together to drive change building brand reputation, maximising / growing sales, and making Nice-Pak the first-choice partner for ongoing supply. • Developed management reporting to maintain control of orders and ensure stock levels matched / exceeded demand using forecasts, order trends, known promotional activity and creation of safety stock to provide a margin for capturing additional sales volume opportunities.• Benchmarked team skill sets and devised a structured matrix to elevate their impact both in and outside of our organisation, making them trusted partners to customers, and adding value for internal colleagues.• Mentored team members through the development of action plans for each of their customers identifying and addressing obstacles to success, moving in the process from ‘order entry’ to ‘shared ownership’ with commercial colleagues, managing every order to establish reliable on-time and in-full delivery for all customers, and demonstrating success through improved customer metrics and profitability.

Mold, Flintshire, United Kingdom

Developing world class customer service standards for our global markets.Responsible for the design and introduction of perfectly executed order tracking (PXO) and complaints management processes to accelerate service levels. Developed successful cross-function relations to deliver a superior customer experience, designing and implementing customer order tracking systems and KPIs to ensure delivery on-time and in full. Delivered innovative solutions and new ideas to provide a more 'joined-up' approach to meeting customer and commercial needs. Identified areas of mid-term opportunity and created phased improvements. Employed, individually supported, managed, and developed a team of high-performing Customer Service Advisors providing excellent customer service across the globe. Fostered a trusted learning and continuous improvement culture to encourage high performance, grow confidence and deliver a top quality customer journey.

Chester, United Kingdom

Leading on and supporting Departmental projects with a focus on improving service delivery and the overall customer experience. Working with the Joint Leadership Team, Service Managers & staff to identify and realise service improvement benefits, achieve value for money and help to develop an intelligence lead response to service redesign.

Wrexham, North Wales

Member of the senior management team. Responsible for management of all customer related functions - including worldwide sales and service engineering support - to provide an excellent customer experience in the supply of new machines, spares and technical services to customers around the world. Reorganised delivery of sales administration and despatch to deliver more accurate and timely service improving customer satisfaction and efficiency. Improved workflow in stores function for provision of goods for despatch. Identified efficiency opportunities for increased productivity and accuracy in stores / despatch function. Fostered closer working between functional teams and cross-skilling to cover absence or increase resource capacity at busy times to ensure on time delivery. Introduced improved complaint management systems, root cause analysis and closed loop reporting. Constantly evolving the use of the ERP system to improve end to end business process . Driving change management through the design and implementation of new practices, processes and Key Performance Indicators, leading the team towards world class service and delivering ISO 9001 qualification for sales, despatch and customer management. Made redundant in February 2015 due to significant company restructure.

My passion is for helping businesses grow through improving the way they do things and how they tell others about it. Focussing on getting it right for the customer, and encouraging all employees to work together in an efficient and effective way to keep costs down and drive up efficiencies, it's about delivering what you promise, when you say, at the agreed cost and to the right specification. Keeping customers loyal is critical in today's difficult conditions and, if you get it right, they will reward you with repeat business and bring more business your way through onward recommendation.With wide-ranging experience in customer services, business analysis, sales, marketing, administration, systems and finance - online and offline, in service and manufacturing, for organisations large and small - I look for ways to help organisations to meet the next challenge. Great customer service and provision of real value are absolutely key to success in these challenging economic times. Why do your customers trade with you? What do you get right and, perhaps more importantly, what's not so good? Do your customers come back to you and, if not, do you know why not? Do you market yourself successfully? What do your customers say about you and how do you know your staff deliver the standards of care you expect? Where do you go next? Quality matters and customer feedback is pure gold. Listen and act always.

Worked in collaboration with the Coaching and Mentoring Practice (CMP) - a team of highly experienced practitioners providing wide ranging business coaching and mentoring services in the UK and internationally. Built local collaboration initiaitives aimed at encouraging people and organisations to work together, reducing overheads, sharing costs, and offering new opportunities to bid in new markets.

Full time student on Masters of Business Administration (MBA) course. Student representative for Post Graduate business students and Student Representative on the Business School Board. Graduated with Distinction, October 2010.

Varied and exciting period of employment with a world leader. Initially involved in the recruitment, training, coaching and performance management of customer service and sales telephone advisors, moved into the analysis and improvement of online customer experience in 2000 (www.bt.com). Spent 6 years working with National teams improving the customer focus at the cutting edge of corporate website technology, incorporating the UK launch of BT Broadband. Drove the change to customer centric web operation through the instigation of 'outside-in' audits and customer experience analysis, old hat now but pretty revolutionary at the time! Developed new online applications, analysed root causes of customer dissatisfaction and journey drop out, and identified oppotunities to improve sales and transactions online,driving up netcentric efficiency through reducing the need for offline support through call centres. This included identifying improvements in customer email management and designing and implementing improved customer email experience whilst reducing volumes through improving online content and enabling online self-help. Later took on system ownership managing over 500,000 emails per month to in excess of 150 email addresses, and working closely with operational staff to improve advisor performance and customer satisfaction. Final project was to consolidate this and an additional system which also handled some corporate emails, hosted online support pages and webforms, providing a better overall experience and operational efficiencies. This demanding multi-million pound project involved management of offshore outsourced development teams and multi national suppliers and stakeholders within and outside of the organisation. It was launched successfully in 2008.

Initially employed as Administration Manager for the North East Area in Aggregates. Working in a busy quarry alongside production, distribution and sales teams, I held responsibility for 3 teams of administration assistants including sales, credit control and general administration support. Achieved internal promotion to Regional Customer Services Manager for both Aggregates and Ready Mix responsible for the establishment of a multi-skilled internal sales team buddied with external sales reps. Introduced shared areas, teaming aggregates and ready mix internal sales agents by territory and cross-training between products to provide improved customer cover and technical knowledge whilst identifying efficiencies and pooling commercial knowledge / opportunity. Provided a 'one-stop shop' for the customer in a radically different, and much more customer-centric style. Change management in challenging conditions but a massive step forward.

Mba (Distinction), Business

Activities and Societies: Financial Management; Leadership; Operations Management; Marketing Management; Strategic Management; Financial.

Education record