Natasha McCracken

Experience

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  Arnold Clark

  Aug 2009 - Mar 2019

  (several branches)•Deliver a proactive, professional and strategic Management service, in accordance with Company standards and processes•Develop and maintain strong and effective business relationships with Managers, Senior Leaders, Manufacturer Liaison Officers, employees and customers •People management matters, including team motivation, workforce planning, capability, performance management, and learning and development •Develop the business with attract, retain and reward strategies•Prepare and implement comprehensive strategic business plans to facilitate achievement Show less U.K. WideAssisted with the development and maintenance of customer satisfaction material, and designed, delivered and rolled out associated Training programmes •Delivered one-to-one Customer Service coaching •Developed and maintained training records, providing development recommendations •Attended Senior Management meetings to deliver creative, effective and engaging presentations on customer satisfaction levels, trends and business growth •Supported Managers with recruitment shortlisting and selection interviews •Formulated, reviewed and advised on Training and Development policies and procedures •Undertook a wide range of Customer Satisfaction projects, liasing with Senior Management and Manufacturer representatives Show less

  • Service Manager

    Sept 2012 - Mar 2019

  • Customer Service Coach

    Aug 2009 - Sept 2012
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  Lookers plc

  Mar 2019 - Mar 2020

  - Monitor continulously the achievement of Customer Sevice levels, identify problems and take corrective action when required including personnel training, new operating procedures, discipline etc- Develop Service Department to acheive agreed financial targets - Control operating expense, capital budgets and profit improvement targets - Establish, implement and regularly review training programmes for all productive and non-productive staff to ensure progressive development of all Service personnel- Contribute as a member of the management team to the overall development of the business and to the public relations activities of the dealership Utilise monthly management accounts to monitor and control profitability and productivity of the department, including workshop efficiency, debtors and working capital Show less - Communicating courteously with customers by telephone, email, letter and face-to-face- Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants- Analysing statistics or other data to determine the level of customer service the organisation is providing, analysing results; implementing changes- Control resources and utilise assets to achieve qualitative and quantitative target- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvement.- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment Show less

  • Service Manager

    Jul 2019 - Mar 2020

  • Customer Service Manager

    Mar 2019 - Jul 2019
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  CitNOW

  Mar 2020 - now

  Primary Goal: Understand the end user, their customer journey, represent clearly their needs and requirements to the development team.- Establish and develop the vision.- Manage the product back log, priortise, pro-active rearrangement to reflect direction changes or last minute priorities.- Overseeing product/feature release through the product process.- Evaluating product process at each iteration.- Working within cross-functional departments to ensure market success.- Working alongside Head of App to deliver sprint planning, prioritisation sessions and capacity planning. Show less

  • Product Manager

    Jan 2021 - now

  • Product Owner

    Mar 2020 - Aug 2021