Lula Cunningham Email & Phone Number

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

High impact, commercial Head of Customer Services / Operations, possessing over 27 years’ experience driving customer service excellence, business operations, budget / process efficiencies and team performance. Highly regarded through promotion, performance rewards and headhunted due to expertise. Driven, motivated and inspirational leader to drive and motivate teams to deliver on SLA’s and KPI’s. Formidable record driving operational performance, team development and delivery of strategic execution across UK and European markets. Entrusted leader, able to formulate effective relations at all levels.Areas of Expertise include:• Strategic Planning • Cost Controls & Management • Distribution Processes• Operational Efficiencies • Team Management • Continual Process Improvements • Service Delivery Plans• KPI Creation • Team Training & Development• Operational Management • Third Party Management • Customer Service Excellence

London, United Kingdom

Fully responsible for all facets of customer service strategy, delivery and operations. Inspirational leader, directly managing customer service team. Construct and drive performance delivery targets and process efficiencies. Present monthly findings at board level. Driver for effective service levels between logistics and customer services. Full cost analysis and project management.Key Accomplishments:• Develop customer service strategies to deliver excellence across customer service processes and procedures • Communicated a clear, strategic customer service vision, effectively coaching and mentoring direct reports• Lead, inspire and manage team, ensuring effective annual appraisals, disciplinary procedures and performance management• Redefined performance targets for quality and service efficiencies, enhancing operational delivery• Prepare monthly board level presentations and reports on customer service operations, customer complaints, root cause analysis and forecast data• Cultivated processes to ensure customer complaints dealt effectively and within quick timescales• Forge outsourced distribution partner relations, analysing SLA performance• Drive outsourced partner corrective measures when performance declined / costs escalated across orders dispatch in UK and Europe• Lead quarterly logistics team meetings, confirming SLA’s and implementing improvements where required• Deliver monthly divisional cost analysis and reports across Shipping, Picking, Packaging Return costs and carriage recovery, ensuring leadership devise effective cost strategies• Project lead for AV Services, driving correct preparation of SOW’s, RAMs and Engineer Management, ensuring accurate design analysis, hardware ordering, configuration and delivery• Led achievement of ISO9001:2015 and ISO4001:2015 accreditation, as Accredited UKAS Auditor, ensuring ongoing implementation of Business Management System

Ware, Hertfordshire

Headhunted to join company and establish first UK operation. Operational role, leading Administration/Customer Support department. Handled all procedures and processes for operational performance. Led and managed Administration and Sales Support teams. Led cost analysis and performance reviews. Drove exemplary customer service and delivery.Key Accomplishments:• Established operational processes and procedures, implementing cross communication of strategy across all company departments• Recruited, managed and trained direct reports to ensure high levels of performance• Created and established KPI framework, continually monitoring to review and drive service level achievement• Cultivated stock and sales analysis reports, partnering with distribution to ensure efficiencies• Identified costs efficiencies through effective cost management• Drove high standard across order processing and customer delivery, ensuring orders delivered to exact customer requirements• Strove for invoice and delivery problem resolution within quick timescales• Confidentially manged all HR for organisation, ensuring disciplinary and grievance procedures adhered too• Managed external cleaning, insurance and stationary suppliers, ensuring service levels adhered too, order levels maintained and all services within budget• Drove highest levels of Health & Safety across all operations• Handled financial accounts, company rebates and marketing accruals• Organised company events; sourcing venues, negotiating costs and communicating across organisation

Essex

Leadership role for entire operations, managing Purchasing, Sales Support, Logistics and Administration teams. Handled key supplier and customer relations. Drove KPI service delivery levels, health & safety, business development and cost management.Key Accomplishments:• Promoted from Sales Support in 2000 due to top performance• Achieved top performing “Employee of the Year” award in 1997, 1998 and 1999, with the award changing to name of “The Lula Cunningham Award” due to my continual high performance and delivery• Established and implemented operational processes and procedures across each division• Forged effective supplier and customer stakeholder relationships to drive efficiencies and customer satisfaction levels• Partnered with business to develop and implement new company operation system: Microsoft Axapta• Implemented new KPI structure, driving team through coaching and training to deliver service levels• Conducted effective business development across International markets under Director request• Handled stock/sales analysis reports, management of rebates/accruals from retailers/suppliers and all web ordering via EDI and Bex systems• Handled all organisational HR and event organisation with high levels of professionalism