Siobhan Stallard Sharp Email & Phone Number

Glasgow, United Kingdom

R And W Scott, Carluke

•Develop and execute, in collaboration with the customer's supply chain team an 'end to end' joint supply chain plan•Liaising with the factory to ensure all customer orders are fulfilled and despatched on time.•Propose, agree and regularly review with the customer forecasts, ensuring alignment with our internal forecast, to further improve forecast accuracy and improve service level•Create and maintain all supply chain trackers, so that data is analysed efficiently and accurately to ensure service levels are achieved•Work closely with production site to ensure production plans are accurate•Weekly and monthly reporting •Responsible for ensuring accurate replenishment of specified customer stock and all associated activities including stock reconciliation, checking inventory, order processing, and delivery planning.•Liaise closely and effectively with the Manufacturing planners to ensure plant requirements are managed, and reflected as part of the replenishment process. •Responsible for managing aged stock within specified customer/plants warehouses.•Supporting timely maintenance and creation of master data within the supply chain systems as directed.•Assist with customer queries and complaints and liaise with Technical Services regarding products, complaints and claims. Raise credit notes when required for internal customer claims.•Supporting the Sourcing Manager in the day to day management at a local level of the business processes used in the UK & Ireland Sales & Supply Chain offices and in the implementation and maintenance of new business processes as required.•Liaise with appropriate functions to ensure the accurate maintenance and validation of forecasts to support “No Fail” commitment.

Livingston, West Lothian, United Kingdom

• Successful relationship management of all offshore and national group accounts, incorporating a broad range of contacts including operational and senior management • Administration of the debt management and credit control processes for all accounts • Build key relationships within accounts allowing smooth communication lines • Weekly feedback to sales team, reports sent to head office/operations teams and monthly presentations for management/training• When I first joined the team I set up a weekly call with each of my Group head offices to monitor new site provisions, escalated technical issues and any invoicing issues• Reconciles key accounts on a regular basis with key account contacts to ensure all details and charges are correct• Monitoring the net growth of each account within portfolio, identifying revenue opportunities and capitalising on them as well as managing churn• Effective and efficient pro-active contact plans, ensuring regular calls and e-mails to key contacts in each account• Nominated to be the Communications Expert for the team• Communication of any relevant business information E.G. card change over, price reviews• Weekly training sessions based around new products, system changes, media coverage etc.• Was asked to be a part of a Change and Service focus group to help outline potential system issues when ordering Broadband for domestic customers. Outlined issues faced by the customers, agents, business and business partners and managed to provide a solution which was found to benefit all levels and provide a better service for the customer • I helped create and deliver a training brief for our Cloud Wi-Fi service for new employees• Drive revenue across portfolio of accounts• Identifies any opportunities or threats to the key accounts and escalate these issues as appropriate

• Asked to join the team on a secondment basis to assist with venue supporto Helped the team reach a target of >95% service availability• Answering inbound calls/correspondence in reference to service, charges and WiFi usage• Setting up and maintaining customer WiFi estates (agreements and/or accounts)• Auditing commercial use of WiFi, ensuring total compliance with guidelines and terms and conditions of contract• Building trusting relationships with customers who have placed a WiFi order and being their point of contact• Liaising with project management, deployment, installation and support teams to manage customers effectively• Ensuring all customer data is up to date and compliant by Working with the Business Delivery team to identify process improvementso I helped with the migration of data from The Clouds’ existing system to Sky Business’ system to ensure we had up-to-date and correct information for both customers’ and reportingo This provide me with experience of working with and creating process maps, how to define and deliver process improvements and work collaboratively in partnership with different stakeholders• Providing excellent customer service for our commercial customers, through a variety of inbound and outbound correspondence including telephone, email, and letter• Using extensive product and company knowledge for retention, cross-selling, up-selling and marketing to achieve set sales targets of 14 new venue sales per quarter (pro rata)

Airdrie

• Supervising team performance and ensuring that the company’s customer care policies and procedures implemented properly• Monitoring performance of individual customer service representatives and ensuring an encouraging work atmosphere was present• Coordinating with HR team, managing absence, annual leave and providing learning and development opportunities for my team for my team• Ensuring efficiency of workflow, customer service and quality assurance• Monitoring adherence to set key performance indicators (such as call handling time and time spent on hold)• Coaching my team using regular one-to-one sessions, weekly team meetings and role-play scenarios with the team to help them gain maximum performance standards- In the first three months, the overall team FTR (First Time Resolution ensuring customers queries are resolved and no repeat calls within 7 working days) had increased by 25% to above the target of 57%• Creating incentives for the weekend team to maximise performance standards at minimal cost to the business: such as treats/holidays/’fun days’ where available• Dealing with escalated customer complaints in real time and ensuring utmost customer satisfaction achieved• Nominated for “Manager of the Month”, which made me feel proud of my achievements and driven to excel even further in my career

Honours, Politics And Psychology (Social Sciences)

Ba Hons, Psychology And Politics