Lee-Ann White Email & Phone Number

• Proactive analysis of customer feedback and interpreting data.
• Generating reports and making recommendations for change in processes, systems, communications & products / service.
• Root cause analysis from customer feedback to reduce non-value adding activity and eliminating waste.
• Help define the desired customer experience with stakeholders at all levels, and agree success measures for each customer touchpoints.
• Improving customer satisfaction by driving and influencing stakeholders to deliver against agreed problem management actions and ensuring solutions are fixing the problem during post implementation reviews.
• Highlighting trends and risks to stakeholders, for example, splitting data by product or customer segment or calculating the percentage of repeat complaints about the same issue.

Newcastle Upon Tyne, United Kingdom

• Senior Management - Management of the University sales force (12 full time, 8 part time and 250 casual student staff) Including recruitment, selection, regular training, upskilling and appraising.
• Strategic planning/targeting- Ensuring a market intelligent informed strategy is in place to drive the recruitment target of 28,000 undergraduate applications annually, whilst ensuring the team meets all University and.
• Event Management- Leading the delivery of high quality events and activities with thousands of schools and colleges nationally, taking personal responsibility for the flag ship events such as University Open Days.
• Project Management- Management of university wide projects such as launching a Course Enquiry Centre to act as first point of contact for all pre-application enquiries, including full review of current systems.
• Marketing – As a senior marketing management team member, driving the brand, USP’s, digital marketing and relationship management within all Student Recruitment communications.
• Anaysising data/ Reporting -Production of regular reports in numerous forms, for a variety of audiences (The Executive team, Vice Chancellor, Board of Governors, Deans, Academics and colleagues).