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Work Background
YouTube Optimisation Volunteer
MS TrustYouTube Optimisation Volunteer
Aug. 2024RemoteSupporting the MS Trust Information & Communication team on their YouTube channels, with an aim to maximise engagement, promote volunteering and raise awareness of the MS Trust's campaigns.
Technical Manager
Needlefresh DirectTechnical Manager
Jan. 2005 - Aug. 2024Swindon, England, United KingdomA small but dynamic business offering diverse roles, with high visibility and significant responsibility. Having dedicated 19 years to Needlefresh Direct, I have undertaken several key roles that have called on my strong skillset and level of expertise. I have managed to drive the business forward and support significant change. - Managed accounts for four national chains, generating £1.2 million in sales. - Developed proposals for new and repeat sales. - Engaged with regular and prospective customers to explain product features and secure orders. - Created and managed Excel order sheets, guiding buyers through category management. - Designed and maintained systems to import orders into the ERP system. - Fostered client relationships, liaising between sales, accounts, and technical services. - Innovated marketing materials, social media campaigns, and platforms. - Led a largescale project to transition from a custom ERP to Microsoft Dynamics NAV, recovering costs from delivery failures and stabilising the ERP system. - Transitioned the business from paper-led processes to IT-led, reducing errors and staffing needs.
Technical Marketing Consultant
CastrolTechnical Marketing Consultant
Jan. 2004 - Dec. 2005Swindon, England, United KingdomCastrol XV were a high-end experience led service, set up to rival Red Letter Days. They offerred experiences which could not be bought elsewhere, including F1 Experience days in Monaco. I was brought in an experienced Technical Online Consultant with extensive experience in affiliate marketing, paid Google advertising and customer service management. I led concept days and brand development, built and maintained key areas of the Castrol XV website. I introduced affiliate marketing and paid AdWords to Catrol XV and developed the marketing plans and revenue streams. I also recruited, trained and managed the call centre staff with a complicated high ticket offer.
Customer Service Resolution Manager
Thames WaterCustomer Service Resolution Manager
Jan. 1996 - Dec. 2004Swindon, England, United KingdomAs part of Thames Water, my team served as the final checkpoint in resolving customer complaints or technical issues before they reached the Customer Service Director Team. Our mission was to achieve a 98% resolution rate, preventing escalations to the industry regulator, OFWAT. In my role as the deciding Manager, I handled complaints requiring an Engineer's visits, Customer Service Escalations and headded up the Leak Management team. I led a dedicated team of 16 Agents, managing cases across the South-West of England and London. My responsibilities included overseeing billing and financial accounts, and navigating complex, often emotionally charged issues to satisfactory resolutions. With a strong focus on people management, I was involved in recruiting, training, coaching, and handling disciplinary matters to ensure a high-performing team.

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