Michelle Stackhouse Email & Phone Number

Blackburn, England, United Kingdom

Burnley, England, United Kingdom

Blackburn, United Kingdom

• Managing a small team of Customer Service agents in a busy and fast past ecommerce department. Working as part of the Management team to drive first contact resolution, ensure service level agreements are met and.
• Resource planning, holiday and sickness management. Workload management and rota planning
• Team briefings, monthly 121 meetings and providing positive and negative feedback to agents
• Performance management
• Producing monthly KPI information and data analysis. Running reports and collating month end statistics to share with Senior Management.
• Speaking to customers by phone and email. Handling customer escalations.

Accrington, Lancashire

• Managing a team responsible for a portfolio of Key Account customers with an annual turnover of £13m. Working closely with Sales Managers and Key Account Managers to ensure service level agreements were met and sales.
• Resource planning
• Attending weekly trading meetings with key stakeholders and department heads
• Conducting daily/weekly team meetings, monthly 121 meetings, personal reviews/appraisals. Performance management
• Work towards set KPI’s, sales targets team performance targets
• Complaint handling

Accrington, Lancashire

• As a valuable link between the customer and Key Account Managers, this role was to provide system support and see customer mobilisation projects through to finalisation.
• Maintain existing customer data to ensure correct pricing structures and agreed financial terms are kept up to date.
• Creating new customers in the CRM system
• Produce system reports and format for internal and external customers
• Dealing with customer by phone and email. Complaint handling.
• Co-ordinating new customer mobilisations and existing customer re-launches

Accrington, Lancashire

• Based in the National Accounts Team, I was responsible for a portfolio of National Account customers. Providing internal and external support
• Handling queries by phone and email
• Co-ordinating customer mobilisations
• Attending meetings with Supply chain and National Account Managers
• Offsite customer meetings and documenting actions
• Complaint handling

Accrington, Lancashire

• Working within the Customer Service Team
• Call handling and order processing
• Arranging personalisation orders
• Filing and storing customer data
• Complaint handling