Julia Bailey

Julia Bailey Email and Phone Number

Uk Customer Service Manager @ RioMed Ltd.
New Alresford, GB
Julia Bailey's Location
Winchester, England, United Kingdom, United Kingdom
About Julia Bailey

WHAT I’M GREAT AT: Cx & operational strategy, design & implementation | Team leadership & Development | Transformation & change | Data analytics, trends & insights | Service delivery excellence | Customer & stakeholder relationships & engagement | Business development, renewals & retention | Product adoption | Journey mapping | Optimising touchpoints & reducing pain points| Continuous service improvement | Growth planning | Customer satisfaction - NPS & CSAT | Strategic planning | Value proposition realisation | Cost effective & efficient service delivery | Budgets & forecasting | Coaching & mentoring | Resource planning | Digital, automation & self-serve initiatives | Process optimisation | Project delivery | End to end experience excellence | SOP, SLA, CSAT, NPS & KPI implementation & management | Board & senior leadership level reports & presentations | Culture & behavioural change | Creating & monitoring quality & consistency standards | Increasing product adoption & brand loyalty | Complaint & escalation management, including root cause analysis | Influencing product development and roadmaps | Onboarding | Compliance and regulationHOW I LEAD: By example to positively influence and engage employees | Empowering | Motivating | Encouraging ownership | Collaborative problem solving and continual improvement initiatives| Clear business and personal objectives and KPIs | Communicating business goals, vision and values | Sharing feedback & recognising success |Encouraging innovation and creativity | Understanding career goals, providing personal development plans and training | Providing resources and technology to improve productivity and performanceWHY I’M GOOD AT MY JOB: Excellent Communication and Interpersonal Skills | Keen collaborator | Thrive under pressure in fast paced environments | Results & outcome driven | Empathetic, emotionally intelligent & passionate about people & delivering best in class customer service | Create a customer centric culture. providing the Voice of the Customer | Critical thinker and love a problem to solve | Able to inspire and leadINDUSTRY EXPERIENCE: Technology | Healthcare | Not for Profit Sector | Pharmacy | Regulatory Compliance | ISO 27001 and 9001 | B2B | B2C | SaaS | Cloud-based | Software Delivery and Support |Contact/Service Centres | SME, Enterprise & Startup | Oracle Netsuite CRMWHAT I AM LOOKING FOR: A new opportunity to create or transform a customer service/support or operations for a company dedicated to making a real difference to their customers.

Julia Bailey's Current Company Details
RioMed Ltd.

Riomed Ltd.

View
Uk Customer Service Manager
New Alresford, GB
Website:
riomed.com
Employees:
186
Julia Bailey Work Experience Details
  • Riomed Ltd.
    Uk Customer Service Manager
    Riomed Ltd.
    New Alresford, Gb
    View
  • Village Hall Commitee (Voluntary)
    Chairperson
    Village Hall Commitee (Voluntary) Jan 2024 - Present
    Responsible for management of village hall facilities and events to engage and support the local community, including implementation of amenity booking system, introducing and leading an events committee to increase the volume and range of community events, and exploring introduction of community cinema.
  • Positive Solutions
    Head Of Customer Experience | Cx Design | Transformation | Crm | Data Driven | Saas | Strategy | Voc
    Positive Solutions Apr 2020 - Oct 2023
    Responsible for end-to-end service delivery, including management of contact centre, customer service and success, workshop, engineers and data teams, with objective to drive efficiency and service excellence across the multi-functional teams, increasing commercial revenue and retention through a period of business transformation and growth. Involved delivering and servicing the range of heritage products with associated hardware, strategy for the launch of new SaaS products, support with new corporate business acquisition and expansion into vertical markets.Customer Satisfaction and Engagement - Implemented and enhanced data analytics metrics including KPIs, SLAs, NPS and CSAT, achieving service satisfaction (97%), training satisfaction (93%), incident resolution (98%), call response times (93%), and first-time fix rate (98%).- Introduced journey mapping to develop playbooks.- Established the Voice of the Customer to align business strategy, products and services with customer needs and expectations.Process Optimisation and Continuous Improvement - Designed strategies and led initiatives to deliver proactive, seamless and efficient service to provide an exceptional customer experience.- Transformed onboarding, reducing installation failure rates by 60%, and managed competing projects to release, service, and support new products.- Enhanced tools and technologies to increase efficiency, simplify engagements, gather feedback provide and data. - Refined complaint management, achieving 90% reduction in compensation payments. - Successfully scoped, implemented, and enhanced new CRM increasing efficiency. generating data to increase customer satisfaction and success.Leadership - Built and developed diverse teams into high-performing, motivated units. - Introduced a collaborative and customer-centric culture across the organisation.- Fostered strong and meaningful relationships with internal and external stakeholders at all levels.
    View
  • Positive Solutions
    Customer Service Manager | Process Improvement | Collaboration | Nps & Csat | Value & Efficiency
    Positive Solutions Nov 2019 - Apr 2020
    Euxton, England, United Kingdom
    Responsible for designing and building the customer services function from the ground up, to improve customer satisfaction and optimise product and service utilisation, increasing renewals and upsell. Included management of Training and Customer Success teams. Additionally responsible for the clinical safety of all software products.- Inherited an under-utilised and dysfunctional team, transforming into a fully functional and multi skilled unit, empowered and motivated to providing a first-class customer experience.- Identified and categorised the top 50 accounts, providing proactive strategies to increase engagement and develop strong relationships, designing and implementing supporting processes, tools and technologies.- Introduced service reviews, business, and branch process reviews to understand customer requirements and challenges, supporting new sales and renewals and enabling provision of a personalised service to meet diverse operational and strategic needs.
    View
  • Positive Solutions
    Business Relationship Team Manager & Clinical Safety Officer | People Management | Technology | B2B
    Positive Solutions Apr 2018 - Apr 2020
    Responsible for Customer Success, providing the link between the customer and the business, increasing mutual understanding and engagement, supporting business activities while aligning with customer and industry requirements. Also provided clinical safety support to ensure the clinical effectiveness for the range of software products. - Introduced a collaborative mechanism for recording customer related information, providing visibility throughout the organisation, improving service and the customer experience.- Pioneered collaborative partnerships and cooperative workflows throughout the organisation, challenging the established siloed working ethos to develop customer insights and improve service standards. - Built and developed strong and meaningful relationships with customers, from individual business owners to SME and corporate.- Formulated a robust process to capture customer development requirements and process to conclusion.
    View
  • Positive Solutions Ltd
    Business Relationship Manager And Clinical Safety Officer | Stakeholder Relationship Management
    Positive Solutions Ltd Jul 2015 - Apr 2020
    View
  • Well Pharmacy
    Managed Care Operations Lead | Service Delivery | Business Development & Retention | Sop & Sla
    Well Pharmacy Jun 2014 - Jul 2015
    North West England
    Recommended by the area manager for this secondment role for a new project to manage the implementation of pharmacy services to care homes in the northern region, with additional responsibility for business retention, contract management and Service Level Agreements. - Identified and managed pharmacy refit requirements.- Developed relationships with care home managers and pharmacy teams.- Coached pharmacy professionals in the management and delivery of care home services.- Designed and delivered a medicines management workshop to train and develop care home teams improving clinical safety and healthcare outcomes.
    View
  • Co-Operative Healthcare
    Registered Pharmacy Technician | Regulatory Compliance | Customer Experience | Risk Management | B2C
    Co-Operative Healthcare Feb 2005 - Jun 2014
    Garstang Lancashire
    Local part-time role while raising children. Responsible for all areas of community pharmacy, supplying medication to patients while complying with pharmacy regulation. Additionally responsible for accuracy checking items dispensed, mentoring new starters and substituting for managers and supervisors. Recognised for: - Going above and beyond to ensure continuing and safe supplies of medication. - Creating collaborative relationships with other service providers. - Handling complex situations with sensitivity and compassion. - Reorganising managed care services to enhance and improve service and ensuring all team members were trained to deliver them. - Reducing stock holding, eliminating waste. - Significantly reducing prescription resubmissions, by ensuring endorsements were complete and compliant.

Julia Bailey Education Details

  • Leeds Metropolitan University
    Leeds Metropolitan University
    Certificate In Training Eduation

Frequently Asked Questions about Julia Bailey

What company does Julia Bailey work for?

Julia Bailey works for Riomed Ltd.

What is Julia Bailey's role at the current company?

Julia Bailey's current role is Uk Customer Service Manager.

What schools did Julia Bailey attend?

Julia Bailey attended Leeds Metropolitan University.

Who are Julia Bailey's colleagues?

Julia Bailey's colleagues are Sanket Kanade, Akshay Gadhari, Shahaji Kokane, Sheetal Wakale, Aishwarya Dhatrak, Himani Rampariya, Ranjit Jagtap.

Not the Julia Bailey you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.