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Work Background
Nisbets IrelandCork Depot Manager
Oct. 2024Cork, County Cork, IrelandResponsible for the efficient and effective operation of the Cork National distribution centre , with a specific focus on overseeing warehouse,credit control and customer service operations
Nisbets IrelandInternal Sales Manager
Sep. 2022 - Oct. 2024Cork, County Cork, Ireland-Managing colleagues across Contact Centre, Internal Key accounts and credit control teams.
-Escalation point for customer service and credit control team
-Coaching and mentoring Contact Centre team to ensure best in class service.
-Responsible for operation of new onsite retail showroom, range management, merchandising, cash management
-Playing an active part of credit control team- posting and allocating payments to customers account, monitoring of aged debt resolving queries.
-Compiling and distribution of sales reports using Cognos and Powerbi
-Customer Data management setting up of new accounts in line with company procedures.
-Mentor and Motivate internal key accounts team in achieving targets.
-Responsible for NPS and Feefo feedback for the Irish business maximizing the use of feedback to ensure best in class service.
-Pricing of customer quotes, compiling and submitting tender responses ensuring at all times company margin is protected.
Nisbets IrelandContact Center Manager
Jul. 2021 - Sep. 2022Cork, County Cork, Ireland*Daily management of multi channel contact centre using omni platform comprising of a team of customer advisors and internal key account managers.
*Monitoring of customer feedback and following up on customer feedback using RCA to analyise and prevent any further issues.
*Motivating and coaching internal key account managers to achieve targets and maintaining revenue and margin in line with company targets.
*Day to day management of credit control team ensuring customers are trading within agreed credit limits ensure all cash is allocated accurately and inline with company procedures
*Escalation point for customer service team
BWG Foods UCTelesales Supervisor
Mar. 2016 - Jul. 2021Central Telesales Cork•Involved in the setting of sales targets and goals for the team, monitoring performance and providing feedback and encouragement to achieve targets.
•Continually assessing the training and development needs within the team and coaching members of the team to ensure continuous growth and development in their role to the required standards
•Supporting the team manager with recruitment and supervising the onboarding of new team members.
•Day to day contact with our existing customer base to capture orders while proactively up selling and cross selling new products and promotions.
• Experienced in Zendesk Support and Explore currently the department Administrator •Acting as an escalation point for the team to support them and to resolve any issues that arise.
•Developing and maintaining an effective working relationship with our customers in my role I look after a number of key accounts.
•Customer Service Champion- In House Trainer for BWG's Customer Charter.
BWG Foods UCTelesales Team Leader
Aug. 2010 - Mar. 2016Central Telesales Cork•Involved in the setting of sales targets and goals for the team, monitoring performance and providing feedback and encouragement to achieve targets
•continually assessing the training and development needs within the team and coaching members of the team to ensure continuous growth and development in their role to the required standards
•Onboarding of new team members
•Day to day contact with our existing customer base to capture orders on sop system while proactively up selling and cross selling new products and promotions
•Developing and maintaining an effective working relationship with customers and departments
BWG Foods UCTelesales Operator
Feb. 2010 - Aug. 2010Central Telesales Cork•Up-selling of promotions and new products lines
•Day to day contact with existing customers.
•Entering customers’ orders onto SOP system in an accurate and timely manner
•Liaising with internal departments to resolve customer’s queries or complaints
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