Rob Johnson Email & Phone Number

Leeds, Leeds, United Kingdom

Following my role as CDA (below) I built rapport with key stakeholders, enabling me to focus & ensure consistent customer success management. All whilst establishing a new warehouse & responsible for the implementation & training of customer processes & reporting standards• Primary escalation for all customer contacts & their suppliers• Manage relationships with all stakeholders (internally & externally)• Drive improvement strategies & continually add value• Compose & present reports, gain share opportunities & KPIs to key stakeholders• Support & facilitated the mass extraction of stock during a major takeover ensuring, quickly integrating millions of units ahead of stock depreciation, in line with customer requirements• Devising reconciliation & reporting models to ensure holistic visibility• Development of team members through 1-1’s, utilising the apprenticeship levy for external courses• Took ownership of implementing processes, systems, technology & training at a brand-new warehouse facility

My first full time role upon completion of the graduate scheme saw me undertake the role of C.D.A; this role not only embodied the responsibilities of a key account manager for a leading eCommerce retailer but simultaneously undertaking the analysis of multiple contracts & warehouses as a means of proposing innovation & efficiency strategies. Despite the varied responsibilities associated with the role, given the varying degree of accountability my priorities consisted of:• -Monitoring, tracking & utilisation of self-composed SLAs & KPI trackers to ensure consistent consumer satisfaction & streamline reporting opportunity cost • Composing, establishing & implementing multiple innovations strategies as a means of reducing operational expenditure whilst improving revenue through gain share opportunities • Establishing governance throughout all operations on an international scale to accommodate contractual requirements• Undertaking planning responsibilities to ensure the efficient utilisation of internal/external forecasts to consistently adhere to strict budget controls whilst meeting consumer requirements• Relocating & embedding within a customer operation to ensure the smooth transition during an internal re-brand & re-structure to ensure consistent engagement & transparency • Complete KPI restructure & delivery optimization derived from client feedback • Ensuring cross-functional transparency to adhere to contractual agreement & ensure consistent success for bot organisations • Liaising inter-departmentally (internally & externally) with end-users, key customers & suppliers to offer first-hand training, support & UAT to gather valuable feedback to enhance internal system (utilised for SaaS)

Throughout the scheme I have undertaken various roles & projects which have monumentally impacted my development. Below is an insight into some of these:- Operations (April 19 - June 19)• Acting as a Project Coordinator to drive continuous improvement• Composing holistic KPIs to accurately monitor performance across multiple functions• Working cross-functionally & engaging multiple stakeholders to drive actions and innovations- Freight Forwarding (January 2019 - April 2019)• Devising innovative and customer driven solutions to measure and drive performance• Developing potential leads into opportunities for departmental growth • Improving internal processes by spending time with an array of stakeholders • Implementing new systems to compose and communicate key performance indicators on multiple levels to drive operational improvements continuously- Subcontracting Manager (July 2018 – January 2019)• Increasing the subcontractor base • Creating a KPI to evaluate performance & make data driven decisions • Ensuring SLAs were maintained, despite using an external workforce• Delivering commercially viable solutions- Commercial Team (January 2018 – July 2018)• Composition of internal governance framework to ISO standards • Trialling/implementing a CRM system to streamline business processes & data management• Attending trade shows and acting as the face of the organisation when seeking new opportunities • Closely working with key customers and stakeholders to deliver a comprehensive FAQ, to reduce the opportunity cost of recurring queries-Transport (August 2017 – January 2018)• Charged with the development of our in-house transport management system• Creating SOPs and delivering the training over multiple sites• Implementation of new technology to improve service, while driving engagement • Composed business critical and customer KPIs to continually monitor and drive performance • Communicating daily to the senior team and key customers

FM Outsource specialises in customer service outsourcing, designed for retail. We offer a cost-per-conversation model that maximises cost-efficiency without sacrificing quality. This allows clients to only pay for the conversations we take. Our omnichannel customer contact software can integrate with a range of traditional and digital channels, including telephony, email, SMS, Twitter, Facebook, Instagram, webchat, TrustPilot, Amazon, and eBay. With the ability to offer 24/7/365 and multilingual services, we ensure that every conversation is answered. We focus our energy on delivering a better customer service by monitoring customer satisfaction with benchmarks like Net Brand Sentiment and Net Promoter Score.My role of Real Time supervisor saw me working with team supervisors and seniors on a regular basis, as I was tasked with the intraday management of resources. Whilst effectively communicating daily stats and scores, in order to devise scope for improvement.

Outsource

During this role I saw my esteem and responsibilities grow, originating as a customer service adviser, I found myself progressing to team leader, supervisor and even took on the responsibility to train and develop new members of staff, so they could integrate into the team effectively. Throughout my time in this role I not only attained monthly rewards, ranging from most loved operator to best C-sat (Customer satisfaction) even including team leader awards. I found myself attaining the "Outreach employee of the year (2016)". An award which still holds my highest regard. This mix of opportunities not only assisted me with the development of my own organisational and interpersonal skills, but it allowed me the confidence to continually push myself, and deliver the best I can.

Business And Management, Business Administration And Management, General, Upper Second Class Honours

Business Studies, English Language, Physical Education & Spanish (As)