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

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

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