Vicky Knowles Email & Phone Number

Coventry

• Reporting to the Sales Office Manager and accountable for the accurate and timely processing of all returns and lost parcel insurance claims in line with company policy
• Allocate work to the customer services team ensuring optimal use of all resources. Deliver related training to facilitate prompt customer credit payments and directly line management two team members
• Manage Open Evening promotions to capture prospective new customer business
• Build strong relationships to develop loyalty and supplier commitment to giving prompt attention when chasing deliveries, resolving queries and producing supporting paperwork
• Deal with all incoming calls to proactively solve all queries, information requests and updates responding via email and telephone as appropriate
• Oversee all associated administration including generating credits on a daily basis, raising the daily un-invoiced report and authorising/processing refunds to payment cards

Coventry

• Reported to the Sales Office Manager (SOM) and accountable for the supervision of a team of 2 within customer service and deputised for the SOM to manage a team of 12 staff
• Monitored sample Customer Service Advisor calls to ensure maintenance of company protocols and to drive up standards
• Conducted one to one appraisals with assigned staff, working to define and agree training requirements
• Updated Customer Service Team staff regarding changes or updates relating to the company, job roles and targets
• Spearheaded the achievement of stringently monitored targets achieving 98% across challenging missed calls and order capture targetsKey Achievements
• Won Customer Service Award and the Beauty Guild Awards of Excellence Customer Service award in 2013 and have been nominated for the 2014 awards

Coventry

• Reported to the Customer Service Supervisor and worked as part of a fast paced team to provide outstanding customer service from a broad range of customers including retail account holders, small business owners and.
• Answered customer enquiries and dealt with queries, escalating as required to the appropriate team member
• Assisted in the processing of sales calls, to support the sales team during peak times
• Proactively participated in team training, reviews and achievement of all set targetsKey Achievements
• Gained promotion to supervisor having built a strong reputation for confidently and effectively managing challenging customers to resolve complex complaints

Nuneaton

• Reported to the Customer Services Supervisor and played a key role in building relationships with customers, expanding existing accounts, promoting and selling the Society’s products and opening new customer accounts
• Checked in cash deliveries from Securicor and serviced the ATMs daily whilst adhering to all security procedures to ensure the safety and well being of staff and customers
• Remained up to date with all productsKey Achievements
• Acknowledged as the fastest cashier serving up to 100 customer per day
• Regularly won awards for hitting sales and customer service targets
• Rewarded as the highest performing and longest serving employee by the Director