ACHICACustomer Care Manager
May. 2014 - Jan. 2015Oldham, United KingdomMy role at ACHICA was made up of both operational and strategic responsibilities. Customer Care for ACHICA was in a satellite office, based in Oldham, with the Head Office based in London. I devised a method of recruitment based on candidate competencies and recruited permanent staff, while liaising with recruitment partners to obtain qualified candidates. Updated c-level executives on business performance and formulated KPIs to drive improvements. Utilised Erlang model to create and implement rota’s and FTE planning. Acquired and collated feedback for all customer affecting areas of business, specifically buying and supply chain. Established and sustained with external partners (mainly Couriers and HR) to achieve best outcomes for customer and business. o Decreased processing time of all refunds to 24 hours or less from receipt, from 7 days.
o Optimised international speed of response from 48 hours to 32% in 4 hours and 100% in 24 hours, again with no further overheads added. o Drove 120% growth in staff to handle growth in inbound queries per week from circa 6000 to 15000 through peak period.
o Increased speed of response performance from 1% to 69% within 4 hours of customer contacting ACHICA, with no extra overheads, maximum performance capped to circa 70%.