Julia Bailey Email & Phone Number

New Alresford, Gb

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.

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.

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.

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.

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.

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.