Michele Baker Email & Phone Number

Barcelona Area, Spain

I came to be in the Customer Service role from the call centre because this department, which consisted of around 15 people, was moved to Barcelona. For the first 3 months I was managing this on my own until i was given one other member of staff to assist. In this time I had to learn every aspect of the company and their processes from book to bill and through this built and maintained working relationships with both internal and external customers and partners. On a daily basis I would handle a variety of issues ranging from ordering and delivery, civil and legal issues, and transfer of services, to cancellations. I was also instrumental in a new process called "pro-com", or pro-active communication between the order management team and the customers.Due to restructure we then provided customer service and billing/accounts receivables for the whole of the Northern Region of Europe and internal Business Support for all departments, including Sales. • Creating a case reference and thoroughly investigating through to resolving. • Following up and updating pro-actively and escalating where necessary• All billing/invoice queries for UK, IE, BE, NL, SE customers• Raising Work items to other internal departments where necessary• Creation of customer accounts on our Colt online service whereby the customer could monitor any tickets and download call data records

Barcelona Area, Spain

Taking customer calls for faults on their Colt serviceCreating a ticket to the Colt technician or other operator such as BT Keeping customer updated proactively liaising between them and the technician and organising site visits where necessaryFollowing colt processes and proceduresPrioritising work through actions in tickets and following up and escalating where necessary

Bringing in new business including set up of new websiteCustomer liaison and satisfactionManaging pre-qualification questionnaires promptlyTendering for new contracts Sending out introductory letters along with our brochure and branch listLiaising with the Building Contractors and Property DevelopersUse of various ‘building’ Websites for advanced information on contractsMaking sure our safety certification was up to dateLiaising with existing customers on any issues they may haveCovering for the secretaries Chasing outstanding invoicesOrganising the induction of any new employees including safety course and gear in accordance with H&S lawsOrganising both Sales and Hire of Scaffolding equipmentSite visits across the SE of England and Anda Lucia, Spain

Auckland

PA and admin duties for Innovation’s, and Commercial Manager.Organisation and monitoring of all domestic and international team travel.Managing expense claims Develop, arrange and oversee team events and meetings including off-site and team building exercises.Develop key relationships internally with other areas of the business.Induction training and on-going support for new starters Health & Safety designate.Responsible for the creation and maintenance of fixed asset registers both leased and owned.Mail, Couriers, stationery ordering and general admin for the department.All dealings with EDS IT group including MAC’s for the NMBD team

General PA duties Organise Diary, meetings, conferences calls .General secretarial and admin duties to direct reports including weekly whereabouts listProduction of daily, weekly & monthly Performance Reports & stats.Production of Job Descriptions, Annual Appraisements.Production of presentations & organisation charts using ‘Powerpoint.’Hospitality and taking minutes of meetingsProduction of budget reports.Organise training courses and other ad-hoc duties Monitor sickness/Absence/Leave and maintain records Keep track of regular Safety and Quality checks.

P.A to Personnel manager.Maintenance of all staff personal files – starters, leavers and transfersRecruitment, Job Descriptions, Contracts, Medicals, Inductions.Organisation of meetings, seminars and conferences Staff Travel Presentation packages for HR & Training Manager.Ill health, retirement, pension & redundancy arrangementsLong Service & Retirement gifts and certificates,Payroll, Sickness & Absence monitoringData input