Deborah Beveridge

Experience

• 

  Nestle Waters Powwow

  Feb 2004 - Jul 2006

  Route Planner

  Worked with Nestle Powwow from 2004 starting in Customer Services based in Oxford dealing with the more difficult queries. I then moved to Wimbledon as part of a secondment as a Customer Services advisor within the depot. This proved successful, I was then offered the position as a route planner for the cooler care drivers. I was then required to manage the 16 drivers out on the road ensuring that the coolers were fitted, orders were placed and any admin that came into the office was responded to. This was a challenging role especially when dealing with the areas in London and ensuring the drivers were able to complete their workload. Show less

• 

  Leaseplan UK Limited

  Dec 2009 - now

  To lead, manage, motivate, support and develop a front line team on a day to day basis to achieve personal and department KPIs’, achieving service standards and delivering excellent internal and external service. Deliver effective and clear communication through all colleague engagement opportunities to ensure that all team members are well informed and are advocates of the Customer Service brand. To ensure the team performs to its potential. Deliver coaching and personal development to create a high performing team that supports the delivery of the Customer Service strategy and objectives.Management of Customer Services Team consisting of 15 staff. Currently managing a volume of 80,000 calls coming into the area YTD and 50,000 calls made out, I also manage the 5,000 emails a month being sent out of the area. SLA has improved compared to previous years we are responding to emails within 24hrs logging ones that require further investigation, this has improved the quality of our service both with Customers and Franchisees. Our complaints are being completed within FOS and BVRLA guidelines ensuring we stay compliant. Show less I now run both teams within the Network Brand in Leaseplan. Giving me the opportunity to understand the whole front end process within Network. I am currently ensuring that our Tactical Sales orders are correct and complete and the SLA's are met in turning these around.We also offer Account Manager Support and we look after the running of the front end administration. As per Franchisee Services I am expected to ensure that the code of conduct is effectively in place. That we are delivering the service levels agreed by the business. That we are delivering all of our roles and responsibilities as well as supporting my team of 14 plus and ensuring that they are being coached and becoming the Experts not just in one area but in both. Expanding the teams skill base. I am committed to the Team to ensure we deliver the best service that we can for our Customers both internally and externally. We have continually met our objectives and grown the Fleet from 30,000 to 78,000 since 2009 Show less People Manager with experience in Customer services, process improvement and administration. I manage a team of of up to 14 people at anyone time. The area focuses on ensuring that documentation processed is accurate liasing with our Franchisees/partners. Been in this current role for 3 Years. My strength is working with people and growing the team to become the experts challenging them to take ownership and resposibility for their portfolio. This has been managed through regular 1-2-1's and monthly meetings. This ensures that we meet the Business KPI's and SLA's. Successful 2 years so far the business has grown 14% this year alone and all objectives have been met. I have now also been given the opportunity to manage our Sales Support team on a secondment. This will definately stretch me as the processes are different compared to Franchisee services. They work closely with their Account Managers and Franchisees delivering an excellent Service and ensuring that they are a one stop area. Show less

  • End of Contracts Manager

    Oct 2019 - now

  • Customer Services Manager

    Jan 2016 - now

  • Franchisee Services Manager and Sales Support

    Sept 2012 - Jan 2016

  • Franchisee Services Manager

    Dec 2009 - Sept 2012