Tracey Jones

Experience

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  British Gas, Staines

  Jan 1988 - Jan 1990

  Customer Advisor
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  AmWorld UK Ltd

  Apr 1995 - Jan 2005

  Customer Service Manager

  • Monitoring performance of overseas agents and resolving queries.• Liaising with customs and airlines• Staff training, recruitment and development• Negotiating with external suppliers• Dealing with escalated complaints • Reporting and analysis reports for the Director and key customers• Providing input and monitoring company website• Credit control and invoicing • Motivated employees to achieve personal goals and to consistently meet expected quotas• Staff rotas Show less

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  Survive UK Ltd

  Mar 2000 - Feb 2002

  Business Development Manager

  Diary Management for special interest groupsRecruiting, training and appraisals of staffEvent and conference management Plan and produce travel itineraries Dealing with complex queries and complaints on the telephone or by email Aiding the new business function e.g. database work, mail shots, research, marketing etc Maintaining company website Credit control and invoicing Office administration

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  GemaTech UK Ltd

  Mar 2002 - May 2003

  Marketing Manager

  Advertising and marketing including direct mailing PR activities Event organisation PA to MD Sales Support Web updates and content PresentationsWeb based newsletters Direct mailing

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  Aquability, Farnborough

  Jan 2005 - Jun 2008

  Customer Service Manager

  Left company due to redundancyResponsible for managing, coaching and developing team of 8 staffSetting and monitoring team targets, whilst managing resources and workloadPerformance reporting and analysis reports Monitoring engineer's performance and scheduling appointments Resolve issues involving account discrepancies, product delivery and cost allocationCredit control, invoicing and stock orderingHandling escalated queries and complaints through to resolution Replying to all correspondence received by the company Sales quotations and technical advice to both customers and engineer Cultivate strong customer relations and client loyalty as a result of dedicated customer serviceSupporting the telesales team and upselling servicesBuilding strong relationships with external customers Show less

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  Basingstoke & Deane Borough Council

  Sept 2009 - May 2010

  Quality Assurance and Training Manager

  This was a contract basis in a newly created role with the responsibility for 18 staff. My duties included: Setting quality assurance compliance objectives and ensuring that targets are achievedMaintaining awareness of the business context and budgetary implications of any changesEstablishing service level agreements with internal customersDefining quality procedures in conjunction with staffCollating and analysing performance data against defined parameters, producing reports as requiredTo ensure compliance with the requirements legislation such as the Data Protection and Freedom of Information ActsIdentifying relevant quality-related training needs and deliver trainingIdentified and made improvements for process improvementsMotivate employees to achieve personal goals and to consistently meet expected quotasProducing efficiency reportsImplemented company policies and procedures Show less

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  ITT Cannon

  May 2010 - Apr 2014

  Customer Service & UK Export Control Manager

  Led and trained customer service team to provide best ever customer experience and on-time product delivery. Processed effective resolution and possible escalations to senior management, whilst managing key projects. Contributed in customer and distributor visits in accordance with UK export policies. Suggested and regulated problem-solving strategies by analysing monthly performance evaluations with UK customer service team. Provided effective advancements and prompt resolutions to UK customer service team, direct clients, and suppliers.● Optimised robust relationships across customers and distributers by coordinating with key account managers, distribution managers, and regional managers.● Reduced cycle time for productivity improvement by cooperating with planning, purchasing, and manufacturing teams.● Empowered leanest fulfilment cycle by organising and promoting effective key guidelines.● Increased from 84% to 97% compliance of customer level agreements (SLAs) to maintain log-term customer relationships and satisfaction. Show less

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  Saica Group

  Apr 2014 - Nov 2020

  Customer Service Manager

  Spearheaded team of eight members with keen emphasis on attaining targeted objectives. Managed monthly one-to-one form and assessments to analyse employee's progress throughout performance management cycle. Delivered services as main point of contact for external account managers by addressing complexities and relevant opportunities of existing / potential accounts. Led and trained customer support team to achieve objective targets for OTIF, complaints, load-ability, special costs, origination, and aged stock.● Assured precise origination charges, prompt processing of invoice complaints, and effective solution of SAP disputes within defined time constraints by guiding and supporting commercial coordinator.● Improved business processes by monitoring delivery, inventory management, and production issues.● Promoted efficient customer services, quality production, and cost savings by introducing pro-active projects.● Enhanced customer retention and satisfaction by communicating commercial restrictions and limitations.● Boosted from 82% to 97% customer OTIF, whilst ensuring ultimate success of company delivery process. Show less

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  Healthcare21

  Nov 2020 - Mar 2023

  Customer Service Manager

  Maintain cross-functional collaboration across key customers and internal departments to deliver effective resolution of customer complaints / conflicts. Address and evaluate team performance and shortcomings by directing exceptional customer services and providing monthly feedback. Assist in finance operations by processing invoice queries and coordinating with valued clients. Discover new business opportunities and risks by cooperating with internal / external teams.● Decreased from 6% to 0.2% admin errors by demonstrating exceptional customer services, ensuring prompt resolutions, and regulating company policies and procedures.● Empowered smooth working environment in compliance with quality management guidelines.● Leveraged organisational excellence by implementing strategic execution of performance analysis. Show less

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  Meyn Food Processing Technology B.V.

  Mar 2023 - now

  Customer Service Manager