Johnny Robbins Email & Phone Number

Thame, England, United Kingdom

Chertsey

• Managed a team of 15 CSRs over 5 sites across Europe.• Worked closely with counterparts in supply chain and logistics to meet customer expectations.• Ensured consistency of service levels and processes across all territories.• Monitored company performance against key SLAs and driving constant improvement.Key achievements:• Successful integration of Benelux Customer Service team into UK team 2019o Undertook review of existing Rotterdam based CSR team with the aim of improving both service delivery and efficiency. o Successfully recruited Dutch speaking team in UK and integrated the Benelux CSRs into the existing UK CSR team.• Managed the team through the uncertainty of the Covid-19 pandemic 2020o Entire team was previously 100% office based, requiring an immediate adjustment to home working.o Ensuring all team members in all territories remained connected and able to deliver the same standards of service.o Managing a phased return to the office through late 2020 into 2021; identifying needs of individual team members regarding returning to the office or continuing home-based.• Data and system transfer following acquisition of Lautrup Chemicals 2021o Full audit of existing Lautrup customer and product data, ensuring readiness for transition onto Distrupol’s order management system.

Maidenhead

• Reporting directly to CEO.• Global course set up and monitoring, course evaluation surveys and follow up.• Specific responsibility for key global accounts including Unilever, GSK, ThyssenKrupp and Bosch• Supporting commercial activities involving tenders, proposals and RFPs.

Winnersh, United Kingdom

• Recruitment and development of new Customer Care team due to office relocation in April 2017• Supporting key accounts and internal stakeholders through exceptional supply constraint, prioritising orders and allocating stock accordingly.

Bourne End, Buckinghamshire

• Managed a team of 12 Customer Service Representatives• Ensured the team managed all activities and answered queries accurately within agreed SLAs.• Responsible for customer complaint escalations including logistics, quality, returns and after sales service contracts.• Worked closely with the relevant departments to resolve issues to complete customer satisfaction.• Collaborated with Finance, Sales and Supply Chain leaders to deliver quarterly revenue targets and ensure audit compliance.Key achievements:• Successful delivery of Customer Touchpoint analysis project 2012-13o Undertook review of all customer touchpoints and identified opportunities to consolidateo Recommendations supported by senior management team and implemented early 2014• Project Managed Services and Supplies transition from Preston to Bourne End 2014o Recruitment and training of team to support expansion to include after-market services and custom products• Managed demand during supply chain challenges following Japan tsunami 2011o Key component suppliers directly impacted by tsunami, resulting in long term global supply chain shortages on core product lines.o Collaborated with Sales and Supply Chaim leaders to manage demand against very limited supply.• Successfully delivered Oracle ERP / Siebel CRM system for EMEA 2011o Training delivery and post go-live support for team and customerso Managed challenges across multiple departments following go-live including: Inaccuracies in product availability following data transfer Unforeseen changes to pick / pack process leading to widespread delays to orders• Successfully delivered new ERP system in North America & Latin America 2012o Training delivery and post go-live support for US based Client Care team

Bourne End, Buckinghamshire

• Supported partners throughout EMEA, with dedicated responsibility for Iberia (in Spanish) and Benelux.Key achievements:• Heineken project Benelux 2009o Supply mobile printers, accessories and supplies to Heineken’s distribution facilityo Worked closely with sales and supply chain teams to ensure roll out schedule could be met

Hillingdon Hospital

• Managed a team of four Customer Service Advisors, overseeing the day to day running of the site.• Consistent improvement in meeting daily and monthly revenue targets• Targeted key wards at key times to maximise revenue• Produced promotional material to capitalise on events with the potential to drive revenue

London Heathrow

• Managed up to 40 check-in CSRs processing up to 3,500 passengers across 15 departures daily.• Closely supervised gate teams of up to five CSRs in a fast paced, time pressurised environment.• Implemented strategies to manage irregular operations such as delays, cancellations and over sales

London Heathrow

• Processed passengers from check-in to departure, to ensure schedules were met.

Bourne End, Hertfordshire

Hayes, Middlesex

El Ferrol, La Coruña, Spain

• Platform construction project based in the ASTANO shipyard in El Ferrol, Spain.• Assisting in meetings and discussions between the many different nationalities involved in the project and helping to resolve problems arising from resulting cultural differences.• Translating documentation.• Registration, distribution and organisation of all topsides documentation using an in-house database system.• Arranging transport and accommodation for staff.

Bachelor Of Arts (B.A.), Applied Language Studies (French & Spanish)

A practical language degree focussing on current social and cultural issues in the subject countries. The course incorporated one semester.

Education record

Education record

Education record