Joanne K. Email & Phone Number

Perkins - Shipping Coordinator March 2024 - Present.Customer Support Team Leader - Aftersales - Toyota Material Handling UK. May 2023 - Present.Leading existing team members and recruiting, onboarding and training new starters as part of planned growth, all aspects of absence, conduct and performance management in line with company policy and procedures, working with key contacts in areas such as HR; Careers; Service Team, Engineering and Customer managers etc. Business Support to 400+ Service Technicians. Providing customer support via phone and email. As part of a team of 5 Team Leaders I provided a point of approval and escalation, sharing daily, weekly, monthly responsibilities of busy department. Working with Customer First, continuous improvement and going to the source to make positive progress, working on customer journey projects.Customer Experience Manager - August 2020 - April 2023. Grew and led the customer experience team to retain loyal customers in the health and fitness industry. Introducing a new customer contact system. Create and continual review of procedures and policies during year on year growth. Representing the customer experience, maintaining positive perceptions of highly respected brands, improving cost efficiency and managing aftersales in website and marketplaces to account health targets. Developing great relationships with warehouse operations and eCommerce teams.Proactive Service Team - Close The LoopOutbound targeted contact to respondents to NPS / other surveys. Responsible for Schedule Adherence, workload assignment, assistance with coaching, creation and maintenance of Monthly Objectives report for team leader. Back up for complaints handling teams, dealing with expressions of dissatisfaction.Call Quality and Compliance Team. Completing call observations, providing feed back and focused coaching. Adapting to changes to comply with FCA regulations.Aspire Trainee Manager Programme Developing managerial skills, process and system knowledge, all aspects of CAP processes, Coaching and Training, Reward and Recognition, advisor KPI's, Adherence. Leading by example to achieve team KPI's. Skilled at recognising knowledge gaps acting to improve quickly and efficiently.Think Big / Our Blueprint volunteering programme 2014-19Volunteer Site Contact June 2019 - August 2020Liaising with external clients requesting volunteers to attend their activities, maintaining accurate records of events, volunteers, and meetings, and feedback.

Listed skills include Customer Experience, Management, Team Leadership, Team Management, and 29 others.