Victoria Betts Email & Phone Number

Achieve customer on time deliveries through the successful management of a large international supplier baseFunctional knowledge of forecasting software and its practical use in day to day planningResponsibility for Key customer accounts, including improvement developments and SLA'sSpecification, development and testing of reporting requirements. Department lead for all software upgrade/development projects

Assessed the effectiveness of the contact centre business function and offer recommendations for improvement according to a well-defined body of knowledge and a strong relationship with all stakeholders.Designed and Implemented customer service orientated processes into sales office environment.Identifying improvement opportunities ideas/suggestions/system changesCreating project plans, implementing changes and monitoring successReport specificiation and development using Business Intelligence.Aspect Spectrum ACD telephony system management

Sales Agent until promoted to Team Leader in 2007 then to Supervisor in early 2008. • Daily resource planning• Customer relationship development and key account management• Training and Development for team of 10 agents• Analysing management information to support business strategy and drive results.• Delivering customer service KPI’s for the business• Management in the delivery of high quality customer service.Achievements include -• Reduction of invoice queries from £2m to £1m within 12 months• Creation and documentation of standard practices• Increading staff retention by 50% leading to increased customer service levels