Demand planning, monitoring sales, identifying trends & opportunities to increase sales through implementing range changes on under-performing skus, inventory management and driving operations to maintain high KPI’s for on-shelf availability. Develop and implement strategies to drive business performance, provide competitive market advantage and optimise customer satisfaction and retention.

Oversaw all aspects of the Brokerage team with responsibility for ensuring provision and maintenance of highest levels of customer service. Drive performance in the team ensuring tasks & projects are completed on time & in full. Develop & implement operational solutions to streamline processes & increase efficiency & overall output.

Work effectively with Account Managers, merchandisers & directors; to provide maximum support & being their head office point of contact. Action any customer related administration tasks quickly & efficiently; liaising with various other departments for information to solve challenging queries. Accurately process all orders, maximising sales where possible by subbing out of stocks with customer approval & meeting specific customer requirements. Providing feedback to the Line Supervisor/Manager; highlighting potential issues that may affect customers or the team.

Started as a Customer Support Advisor & was quickly promoted to Senior Technical Advisor. Created training applications including a fault finder to more easily identify technical issues with Sky systems. Effectively supporting the team through complex technical queries & provide on the spot training; liaising with other departments & engineers to see a customer’s query through to its resolution. Monitoring calls to identify areas of improvement upon our customer service & then provide training sessions for members of the team. To deal with escalated calls; providing solutions to issues & ensuring engineers are not booked unnecessarily, whilst maintaining the highest levels of customer service.