Julia Matchett Email & Phone Number

Thornaby, Gb

Spennymoor, England, United Kingdom

North Of England And Scotland

I• Utilising data to make informed decisions and identify what is Critical to Quality for the client and key improvement areas. Resulting in driving customer satisfaction scores to an average of 9.9.• Keeping on top of market trends and leaning into new opportunities. • Direct day-to-day operations by spearheading implementation of short term and long-term strategies to achieve business plan and profitability goals. • Skilled at harnessing potential and coaching teams to success. Achieving a management rating of 10/10 on employee satisfaction surveys.• Inspire and motivate a remote team based within customer premises to deliver outstanding customer service in a demanding environment including all HR elements.• Proven and consistent track record of successfully employing best business practices to improve efficiency and quality standards whilst increasing productivity aligning with business objectives. • Proven ability to build and nurture trusting relationships across all levels through collaboration and communication. • Drive strategy and shape the programme approach across a series of projects or activities, building stakeholder buy-in arounds plans, commitments and changes. • Develop monthly insights and analytics to support data-driven decision making. Reporting on KPI’s, financial targets and adherence to contractual terms.

United Kingdom

Complete ownership of the service relationship of a portfolio of multimillion pound contracts and strategic customers. Facilitated monthly service reviews to identify key improvement areas, managing continuous improvement plans and presentation of management information. I established and maintained a trusted working relationship with my customer and was recognised as the key point of contact for their service needs.Responsibility for ensuring all contractual service performance was delivered within the appropriate parameters. I developed a high understanding of the customers business needs and the solutions being used. This enabled me to support and recommend enhancements during strategic business changes. An ability to work under pressure and deal with conflict.

Darlington, England, United Kingdom

Lead and inspire a team of CSR’s to solve the customers’ queries and issues whilst working towards the wider Service objectives.Identify improvements areas and implement changes to enhance customer experience through coaching and development of the team.Manage and motivate the team to increase productivity enabling achievement of agreed service levels.Attending call calibration, coaching and training sessions to ensure own and team’s adherence to business objectives.Managing all elements of HR policy and procedure.Review individual and team performance and forecast for future requirements to deliver service within the service level agreement.

Darlington, England, United Kingdom

Assess needs of each account in order to proactively guide and advise customers, enhance service levels and increase retention and revenue generation. Establish and maintain a professional working relationship with external and internal customers to ensure a quality of service is provided which exceeds expectations and enhances the Orange brand.Collate, analyse and produce reports on customer account data, preparing trend analysis to identify potential account development opportunities.Respond to customer enquiries within an agreed time scale ensuring first time resolution and compliance with policy and procedures.Use customer account data to continuously develop appropriate propositions to support improved levels of service and increased revenue generation.Arrange visits with customers to enhance service provision and to increase business.

Darlington, England, United Kingdom

Deal with customer queries of all types and where possible providing a one call resolution.Respond to customer requests received by E-mail promptly.Process insurance and warranty claims in accordance with company policy and arrange replacements for customers.Process orders in accordance with Service Level agreements, Master agreements and Discount Approval forms.Set up corporate accounts for new customers.Resolve billing enquiries.

Darlington, England, United Kingdom

Deal with customer queries regarding lost, stolen or damaged phones.Process insurance claims in accordance with company policies and arrange replacement handsets for customers.Utilise company systems to ensure that customers are provided with the correct equipment.Process upgrades both directly with customers and through dealerships.Check eligibility for upgrades and quote any upgrade fees the customer may incur.Promote handsets and insurance products to the customer to ensure customer satisfaction.Liaise with other departments and maintain good working relations whilst adhering to their procedures.

Darlington, England, United Kingdom

Darlington, England, United Kingdom