Zoë Stapleton Email & Phone Number

Alfreton, England, United Kingdom

Nottingham, United Kingdom

Nottingham

• Support Development manager oversee on-going project within Supply Chain• Drive in store efficiencies and self-availability• Support supplier with NPD launches • Increase sales opportunities during promotions by store level forecasting• Ownership of the weekly supplier alerting process, determining manual stock orders and reporting back to suppliers• Working closely with suppliers to design and trial new launch and promotional processes• Liaising with Store Operations to plan and execute store model day trials• Mastering the RSI system and becoming a super user in order to manage reporting suites• Socialising the programme both to internal teams and to new suppliers• Collaborate with Walgreens to share best practises

Nottinghajm

Achievements:• Generated £40,000 a month additional income by designing and implementing an improved compliance and coaching model to ensure the capture of all appropriate details to enable a robust supplier charging campaign• Focused on quality through additional monitoring; improving the average quality score of the team by over 10% in eight weeks• Focused on handle time by observing agent performance side by side and providing recommendation in best practice to streamline call flow – moving 75% of the team from ‘Red’ to ‘Green’ status• Reduced team absence to 0.9% against a target of 6.5%• Increased team adherence of 94%; ensuring maximum availability for customers• Achieved an NVQ Level 2 in Team Leader Knowledge

Nottingham, United Kingdom

Achievements:• Increased adherence percentage by 3% saving £150,000 a year• Developed and implemented Team List document to manage the headcount with the Customer support centre; to provide an 100% accurate organisational structure used by payroll, security, HR services and IT• Proactively promoted the use of holiday to balance shrinkage across the year• Developed process to automate line closures, improving accuracy of timings and saving resource used to manage these closures• Implemented process to eliminate errors in logging peoples absence; leading to 100% accuracy • Successfully managed the telephony configuration and headcount requirements for Children in Need 2014, allowing Boots to be the highest performing contact centre• Designed and managed recruitment process, creating a central location for team leaders and recruitment. Maintaining 100% accuracy in data input• Nominated for employee of the month in January 2015• Won going for gold award in May 2015