Laurence Scully Email & Phone Number

Nottingham, Gb

Nottingham, Gb

Derby, England, United Kingdom

Achievements:• Demonstrated exceptional ability to effectively manage and nurture relationships with a diverse range of global clients, resulting in a customer portfolio valued at over £9 million.• Spearheaded the implementation of a KPI system to evaluate and enhance production and service performance.• Designed comprehensive pricing strategies for diverse customer base in UK and International markets, ensuring competitive edge and maximizing profitability.• Enhanced Business Management system, boosting user performance and streamlining ordering procedures by understanding requirements and project management of change.• Developed a reporting tool to identify underperforming products, optimising product catalogue management.• Monitored and analysed weekly and monthly financial reporting to track company progress towards sales targets.• Reduced SKU volume by revamping product labelling for global clients, reducing storage costs and enhancing production efficiency.• Led a team of customer service and logistics specialists, fostering a positive working environment focused on customer satisfaction and company success.• Conducted regular team meetings to communicate individual and departmental goals, monitor progress of objectives, and provide feedback.• Collaborated with other departments to ensure a seamless customer experience across all touchpoints, including sales ordering, new product launches, and manufacturing. • Implemented comprehensive training programs and development initiatives to cultivate a customer-centric team culture.• Resolved escalated customer issues and complaints in a timely and professional manner, using root cause analysis to install change to prevent further non-conformances.

Atherstone, England, United Kingdom

Achievements:• Developed and implemented a knowledge management system which increases the level of customer service provided by reducing the average handling time for case resolution.• Introduced customer engagement on two major social media platforms, Instagram and TikTok.• Liaised with national and international stakeholders across the UK, South Africa and Philippines. • Improved KPI monitoring processes to enable accurate monitoring of departmental and team performance.• Created a communication style to be used with external customers, improving customer relations and impression of the business.• Assessed statistics and workflow for a team of 40 advisors and leadership to set performance targets, motivating internal and international teams to achieve goals and objectives.• Provided weekly departmental performance updates to senior directors, detailing statistics and how areas for development will be addressed to improve performance.• Managed continuous team development through 1:1 meetings, appraisals, training and promoting opportunities for professional growth.

Tamworth, England, United Kingdom

Achievements:• Created a customer first culture through managing, developing, and leading a team of Customer Support Advisors to consistently deliver and meet business objectives and goals.• Developed a report for customer service KPI measuring and identifying root causes.• Implemented changes to the customer support call logging system which streamlined the process and increased user efficiency.• Designed a skills matrix to highlight areas of strength and development for all team members.• Introduced an automated email system to ensure that customer communication was effective and consistent.• Worked collaboratively with IT team to introduce an automated ordering system to reduce the time taken to process orders

Burton Upon Trent, Staffordshire, United Kingdom

Achievements:• Coached and mentored team members to maximise opportunities and increase service levels.• Developed E-Learning modules which are used across the company for induction, additional training and development, customer interaction and key business guidelines.• Designed a comprehensive induction training program for all new starters to the Business Support Centre which covers areas such as their individual role and information about the Punch Brand.• Organised and conducted recruitment drives for Support Specialists and Account Managers.• Worked closely with HR to update all materials used during the recruitment process, including role play activities and structured interview questions.• Increased team handling of inbound and outbound telephone calls by 15% through one-to-one coaching and call assessments.• Played a key role in the team which designed, tested, and implemented a new Query Management system which has been rolled out across the company which has led to a significant reduction in KPI failures.• Assisted in the development of successful advertising campaigns for the Punch Brand to use during recruitment.• Leading a team and project managing a complete review and overhaul of the complaint handling process.

Nottingham, England, United Kingdom

Achievements:• Secured new accounts through consistent account management and communication,• Built a catalogue of loyal and satisfied customers from a variety of different industries.• Served as a trusted advisor and resource for clients, providing expert product knowledge and customer support• Successfully negotiated contracts and managed the sales process from lead to close.• Consistently exceeded personal sales targets by an average of 15% month on month.• Tracked sales progress and analysed customer purchasing trends to identify opportunities for growth.• Acted as a mentor figure and assisted with the support of colleagues who were underperforming.• Shadowed team leaders to take on additional responsibilities outside of my role.

Burton On Trent

Achievements:• Identified key departmental performance trends to maximise sales performance & helped to increase sales by 8%.• Increased account card openings through focusing colleagues on the importance of customer loyalty programmes: exceeded targets by 20%• Implemented the planning and set up of a "model store", achieving the highest score on the region.• Identified, planned, and delivered training for colleagues which successfully increased the store customer service score by 15% and achieved a mystery shop assessment score of 98%.• Drove colleague performance to consistently achieve a top 3 region ranking in customer service KPIs.• Selected to support with the implementation of the "store excellence programme" for retail standards and visual merchandising at other stores throughout the region.• Key player in driving a more open / empowered culture within the store aimed at improving communication and gaining feedback with colleagues.