Leanne Platek Email & Phone Number

United Kingdom

As the Customer Relations Officer I strived to exceed customer expectations, I have a positive, professional and can do attitude. Working towards resolutions for customers, taking over on direct communications as part of an escalation process where necessary.Respond to potential sensitive issues and complaints that arrive into Head Office.Managing various channels customers are able to contact Head Office via Social media (Twitter, Facebook, review sites, telephone calls, letters, emails via the APC website. Collating statistical information and provide feedback on complaint trends.As the Customer Relations Officer I supported and encouraged a culture of making the customer first priority whilst working within company policies whilst protecting our brand and reputation. With 27 years experience I have a strong customer service ethos.Training staff to achieve a set standard when answering and dealing with incoming calls via call quality monitoring and mentoring staff.Account Management, customers Nacex and Geodis who are based in Spain and France.It was a developing role, which was challenging and rewarding implementing new procedures.• Inputting pick up collections from B2B and B2C, see through the collection to transfer onto Spain and France.• Generating and authorising invoices for payment• Producing reports for the monthly board meeting• Reports on damages or missing consignments • Report any failures of deliveries/damages to the customer .• Accounts, checking prices from tariffs, generating excel spreadsheets• Generating reports, which show daily and monthly averages of consignments.

Receive telephone calls into Head Office and assist customers with queries.Transfer calls to appropriate staffReception duties welcoming visitor's Data inputtingDevelop a working relationship with depots throughout the UK by handling questions and concerns with speed and professionalism.Follow up customer enquires that are not immediately resolved.Recognise and advise customer services manager of trends in customer calls.Prepare memos/bulletins to be sent out to the network.Work in the warehouse to repack and re-label damaged or unidentified freight and arrange onward transport to depots.

Dealing with customer service issues from major Builders and the private sectorIssuing work instructions to dedicated service engineers and on site engineers.Face to face site meetings with customers.Organizing of out of hours emergency cover, rotor based including being on call myself.Communicating with suppliers and manufacturers with issues that have arisen with there products.The customer services department was self financing Since joining the company the number of extended warranty and private customers had tripled.Arranging for materials to be delivered to onsite engineersTo ensure all works on a daily basis were assessed for works outstanding and other issues raised with the customers and also the engineers.Developing a professional relationship with clients and the major house builders and to understand the customers needs.

Liaison with site team, both sales and buildCommunication and programming of tradesBuild Inspections post stage 7, inspecting for any defects within the propertyResponsibility for bringing the internals of the property through to a stage 8 (finished product) and the claiming of the stage 8. (decoration, mastic, cleaning).Home demonstration, arranging, conducting and completion of works as noted.Retrieval of moving in checklists, completion of those items noted by the occupant and the signing off by the customer.Administration, handover of completed files to the customer services department.Report to the Quality assurance manager reference any recurring defects / issues in relation to the build programme/quality.Attend and represent both the finishing team and customer relations department at team meetings.Liaising with both NHBC/Zurich. Warranty providersBudgetary controlDuring my time as a finishing team co-ordinator, I was part of a team that was awarded winner of Built in quality for residential new build over 10 units by Lichfield District Council, this also enabled me to be awarded Employee of the month.

Providing administrative support for customer relationsTo supply customers with a warranty service with maintenance/contractor backup.Input customer warranty issues onto the customer information system to enable a suitable course of action, and deal with queries as effectively as possible.Co-ordinating with customers and contractors, including internal/external colleagues. Responding to telephone callsA variety of administration duties, filing, data inputting, order processingMicrosoft excel, Microsoft word, Powerpoint

Providing administrative support for customer relationsTo supply customers with a warranty service with maintenance/contractor backup.Input customer warranty issues onto the customer information system to enable a suitable course of action, and deal with queries as effectively as possible.Co-ordinating with customers and contractors, including internal/external colleagues. Responding to telephone callsA variety of administration duties, filing, data inputting, order processingMicrosoft excel, Microsoft word, Powerpoint