Serafina Shields Email & Phone Number

Edinburgh, Scotland, United Kingdom

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production. Moving Our World Forward by Delivering… Show more Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production. Moving Our World Forward by Delivering What Matters.I Improve customer service experience, create both engaged customers and employees; facilitate organic growth I participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery I Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network guidelines, policies and procedures I Establish and communicate service metrics; monitoring and analyzing results; implement changes I take ownership of customer issues and follow problems through to resolution I Set a clear mission and deploy strategies focused towards that mission I analyse statistics and compile accurate reports • Keeping ahead of industry developments and apply best practices to areas of improvement I Control resources and utilize assets to achieve qualitative and quantitative targets I maintain an orderly workflow according to priorities I improve customer service quality results by studying, evaluating, and re-designing processes Show less

Edinburgh, Scotland, United Kingdom

I deal with all customer complaints for the business dealing with 3rd parties such as dealerships, and funding house companies on behalf of the customer to resolve their issue to their satisfaction. We provided end to end high level customer service through the whole life cycle of their contract.I am in charge of invoicing and ensure all vehicles go live dealing with any On The Road discrepancies and that all invoicing is accurate. I deal with all accounts payable departments to ensure… Show more I deal with all customer complaints for the business dealing with 3rd parties such as dealerships, and funding house companies on behalf of the customer to resolve their issue to their satisfaction. We provided end to end high level customer service through the whole life cycle of their contract.I am in charge of invoicing and ensure all vehicles go live dealing with any On The Road discrepancies and that all invoicing is accurate. I deal with all accounts payable departments to ensure payments are paid in a timely fashion and chase payments where applicable.I arrange all short term hire enquiries to assist with long lead wait times in the industry keeping customers mobile and maximising profit margins to grow the business. Any problems during the rentals are dealt with by myself where there may be price queries or penalty charges sent by the hire providers or problems with the hires where I will communicate with the breakdown companies or arrange for the customer to be switched.Cherished plate requests are managed by myself throughout the process to ensure they are put on for delivery.Documentation queries are dealt with by myself where I manage this effectively with our funding partners to ensure dealer are paid and customers are invoiced correctly. Show less

South Gyle

Website Design and Content to promote companies services and offersInterpersonal Skills to develop relationships with accounts and build new onesMethods in which to provide a competitive edge and express our unique selling pointsDeveloping different campaigns in order to advertise new offers and capture niche marketsSales and Customer Service experience through different industries and trainingManagement of large Fleets and ensuring rental ready process before hiring… Show more Website Design and Content to promote companies services and offersInterpersonal Skills to develop relationships with accounts and build new onesMethods in which to provide a competitive edge and express our unique selling pointsDeveloping different campaigns in order to advertise new offers and capture niche marketsSales and Customer Service experience through different industries and trainingManagement of large Fleets and ensuring rental ready process before hiring vehiclesEnsuring safety and maintenance checks are done with each vehicle before going on the roadManaging a team of employees and responsibility of training, mentoring, people skills and business development.Event Planning and organising for networking opportunitiesMarketing & ResearchImproves Website DesignPricing StructuresSupplying dealer liaison Show less

Glasgow Airport

-Marketing: Grow the business in order to retain new retail and corporate customers by creating 30 leads a month and arranging sales appointments with dealerships and body shop accounts to ensure all business is reffered.- Corporate Account Management- Managing of large accounts and the building of relationships for continuous and new business. Dealings with Providers such as Lex and Leaseplan in order to ensure customer needs.-Sales:Increase revenue by generating more sales through… Show more -Marketing: Grow the business in order to retain new retail and corporate customers by creating 30 leads a month and arranging sales appointments with dealerships and body shop accounts to ensure all business is reffered.- Corporate Account Management- Managing of large accounts and the building of relationships for continuous and new business. Dealings with Providers such as Lex and Leaseplan in order to ensure customer needs.-Sales:Increase revenue by generating more sales through training and lead by example as shown a 30% growth in additional sales revenue within 6 months of managing the branch.-Customer Service: Taking Reservations, Handling customer enquiries, problem solving and ensuring excellent customer service is provided every time by exceeding customer expectations, having improved customer survey feedback from 70% to 855, 3% above corporate average.- Fleet Control: Managing a fleet of 250 cars, ensuring Servicing and repairs within tight deadline and budgets in order to maximise utilisation, meeting customer needs to provide the most effective service, whilst increasing profit margins. Show less

Gilmerton Road

•Managing & executing an average of 50 events each month ranging from Weddings, Corporate Events & Conferences.• Ensuring all events were managed and organised to tight budgets and within strategic timescales.•Marketing the hotel and its 4 Star facilities to approximately 30 clients per month to increase business opportunities.•Maintaining the highest standard of client care and satisfaction at all times by communicating and meeting customer needs.•Assisting with internal… Show more •Managing & executing an average of 50 events each month ranging from Weddings, Corporate Events & Conferences.• Ensuring all events were managed and organised to tight budgets and within strategic timescales.•Marketing the hotel and its 4 Star facilities to approximately 30 clients per month to increase business opportunities.•Maintaining the highest standard of client care and satisfaction at all times by communicating and meeting customer needs.•Assisting with internal communications by ensuring all departments within the hotel were informed of all organised events for example the front of house and operations team on a daily basis by chairing meetings, and conference calls.•Producing and managing contracts for all Function details.•Delivering a variety of promotional incentives, for example complimentary drinks receptions, in order to build relationships and develop the positive Apex Hotel brand image.•Consistently recommending improvements to business meetings and bring creative ideas to new events.•Meeting all sales targets and constantly developing new ideas to reach monthly targets.•Managing information on a daily basis from a number of sources for example, e-mails, telephone calls and faxes from companies, agents and members of the public. Show less

Ba (Hons) Languages And Marketing Management, Foreign Languages And Literatures, General, 2:1

Education record

Activities and Societies: Duke of Edinburgh Bronze and Silver Leadership Management Award Hockey and Badminton Club Drama Club Higher.