Kelly Nuttall Email & Phone Number

Account Manager working with the academic, scientific and educational publishing sectors. The IBIS database provides targeted academic and library data for marketing purposes to help publishing companies facilitate their strategic marketing plans.Account Manager - What Mortgage and The Money Pages, the UK's No. 1 Mortgage Website for Consumers and Personal Consumer Finance.

Bolton, England, United Kingdom

United Kingdom

Oldham, United Kingdom

• Responsible for providing a seamless, knowledgeable and professional service to customers. Utilising my key ability to communicate with disgruntled customers in a tactile and diplomatic manner• Working to achieve targets such as service level adherence and call quality• Employing robust fact-finding and rapport building skills to establish the nature of any enquiry and presenting relevant information available whilst taking into account mitigating concerns• Utilising the internal database and various systems to log details of interactions with customers. Ensuring all format and content requirements are met and extracting data for reports where needed• Following the best practice outlined by internal policies and the Data Protection Act. Sharing knowledge with peers to support the compliance of the department• Plan and convene daily scrums and weekly team meetings ensuring everyone is up to date with changes in workflows and tasks, addressing any issues and ensuring difficulties are discussed and overcome• Communicate regularly with Regional Query Champions across the country ensuring changes to working practise and the Respond Customer Query Management system are managed and adopted across the group• Sole “Super User” IT responsibilities of the Respond Configuration Manager system; responsible for ensuring the Query Management system was up to date and fit-for-purpose for use across the wider business and maintained on a daily basis• Developing and updating Customer Query Training & System User guides for use across the Trinity Mirror business network• Extracting and production of group wide weekly / monthly Senior Management Information into excel reports detailing customer complaints; agreed resolutions and costs to the business• Champion customer service excellence and continuous improvement; offering guidance & support to my team & colleagues across the group in regard to Query management

Oldham, United Kingdom

• Team Leader of the Administration/Customer Service team of the Direct to Home and Subscriptions function• Overseeing the day-to-day Subscription function of all Trinity Mirror titles, dealing with a database of over 28,000 customers; and over 25% of the Manchester Evening News total circulation• Assisted with the integration of 5 additional regional titles into the subscription function, which saw the section grow from over 11,000 customers to over 28,000 customers. This involved working closely with my manager and the relevant Newspaper Sales and Subscription Delivery Managers across the Group• Responsible for checking, processing and maintaining a fully auditable transactions process to ensure payments are made within agreed timescales to over 100 contractors totalling over £1.25m p.a.• Work alongside my manager to select potential employees and conduct interviews• Train and mentor new members of staff, commuting to Liverpool 3 days a week to ensure the smooth transition of the function• Ensure full compliance by my team of the “clear desk policy” to ensure all confidential information remains secure• Provide Weekly and Monthly performance analysis and reporting documentation for Senior Management• Ensure kpi’s are achieved on a consistent basis• Ensure high levels of customer service are promoted and maintained within the team at all times

Oldham, United Kingdom

• Provide first line response to customer queries and take appropriate action, whilst striving to achieve customer service excellence• Processing of customer orders and payments• Dealing with difficult and dissatisfied customers on a daily basis and overcoming and finding solutions to their problems in a professional and conciliatory manner• Outbound calls to obtain payments from customers• Assist in all administration duties for the department• Process correspondence and generate all letters as required within set timescales • Abide by the clear desk policy to ensure all confidential information is secure

Oldham, United Kingdom

• First point of contact for Newsagents, handling questions, queries and complaints• Developing positive relationships with Newsagents, establishing business needs and developing solutions• Contacting businesses and private individuals by telephone to promote and sell-in our products and services• Liaise with Canvassing teams and newsagents to maximise new orders• Schedule appointments for sales staff to meet prospective customers• Adjust scripted sales pitch to meet needs of specific individual• Record customer details including reaction to the product or service offered• Receive orders over the telephone and Input order details into the computer system• Performing general administrative duties

Education record

Education record