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Work Background
DHL Express UKService Performance Analyst - Service Performance
Oct. 2017East Midlands AirportMonitor E2E EU lane performance and provide information to relevant departments to make improvements
DHL Express UKFirst Choice Support
Mar. 2015 - Oct. 2017London, United KingdomResponsible for implementing and maintaining First Choice tools and practises across DHL Express UK NPA - Monitor day to day activity for NPA. Ensure 1st calls are completed and that any 2nd callers are actioned before they expire. Analyse 'Voice of the Customer' feedback and categories to find recurring issues. Performance RCA on feedback. Provide weekly & monthly performance reports to the business. Also involved in UAT testing for new NPA system. Performance Dialogues - Deliver training on setting up effective Performance Dialogues across the business. Follow up with delegates to ensure PDs are implemented and being ran daily. Update PD tracker on a regular basis to ensure we have accurate figures. GEMBA - Write communications to Ops to set monthly GEMBA topics for them to complete. Monitor GEMBA tracker to ensure completion. Communications - Use different platforms, such as email bulletins and notice board posters, to provide updates to the business about the different activities First Choice do. DMAIC Initiatives - Run my own First Choice initiatives to improve a process within DHL. Also involved with bigger projects which are being ran by the DHL UK Board.
DHL Express UKFacilitator
May. 2013 - Oct. 2017UKAs well as my role as a Sales Admin Support, I am a CIS Facilitator. I deliver Induction and Foundation courses as well as Cross Functional modules to new and existing employees across DHL Express.
DHL Express UKSales Admin Support
Dec. 2009 - Mar. 2015Birmingham, United KingdomDay to day admin tasks for the Area Sales Manager & Field Sales representative across Birmingham & Tewkesbury.
DHL Express UKTelesales Executive
May. 2007 - Dec. 2009Managed a base of 500-600 customers across different parts of the UK. I was required to acquire new business through prospecting as well as retaining and identifying further potential from existing customers. I had a brief stint in Key Account Telesales which gave me an insight into managing larger group accounts
E.ONCustomer Service Specialist
May. 2006 - May. 2007Nottingham, EnglandI had a variety of jobs from debt renegotiation, payment queries, arranging meter set up & meter security. I was also involved with a pilot project for SMS smart meters.
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