Allison Keeney
Oswaldtwistle,Lancashire
Summary
Results-oriented professional with extensive experience in customer service, B2B sales support, and people management in fast-paced distribution settings. Expertise in process improvement and operational efficiency, leading to enhanced service excellence. Proven track record in analyzing workflows and implementing solutions that boost productivity, quality, team performance, and customer satisfaction. Experienced leader dedicated to fostering talent and driving team development.
Overview
17
17
years of professional experience
Work history
Customer Service / B2B Sales Support Manager
Exeris UK
Burnley, Lancashire
2009.07 - 2026.03
- Managed daily operations including order processing, delivery chases, returns, invoice disputes, and escalations to ensure seamless customer experience.
- Supported regional management team with customer service and sales support operations.
- Developed high-performing team for customer service and sales support through targeted coaching and mentoring.
- Collaborated with cross-functional teams in sales, logistics, and senior stakeholders to improve customer outcomes.
- Facilitated people management activities like team meetings, 1:1s, performance reviews, and training needs analysis to enhance team engagement and development.
- Focused on continuous improvement through coaching and talent development for business growth.
- Contributed to operational efficiency through process optimisation and performance management in line with ISO 9001:2015.
Customer Service Manager
Exertis
Burnley, Lancashire
2010.04 - 2024.09
- Implemented process improvements that enhanced productivity, accuracy, and customer satisfaction.
- Facilitated customer service teams' attainment of service level agreements (SLAs).
- Reviewed performance data to spot trends, risks, and areas for improvement.
- Provided B2B customer service support to sales teams, effectively resolving issues.
- Contributed to changing initiatives, system enhancements, and team development.
Customer Service Advisor -
Exertis
Burnley, Lancashire
2009.07 - 2010.04
- Handled customer calls and emails efficiently to resolve issues and improve satisfaction.
- Provided exceptional customer support in a fast-paced B2B setting.
- Built strong relationships with customers and internal teams to enhance service delivery.
- Collaborated with team members to achieve sales and service targets.
Education
NVQ Level 3 - Certificate in Teaching Adult Learners.
Accrington and Rossendale college
Accrington, LancashireSkills
- B2B customer support
- Customer experience
- SLA management
- Process improvement
- Capacity planning
- Data reporting
- Stakeholder management
- Change strategies
- ISO audit support
- Customer service leadership
- Team leadership
- Office proficiency
References
References available upon request.
Timeline
Customer Service Manager
Exertis
2010.04 - 2024.09
Customer Service / B2B Sales Support Manager
Exeris UK
2009.07 - 2026.03
Customer Service Advisor -
Exertis
2009.07 - 2010.04
NVQ Level 3 - Certificate in Teaching Adult Learners.
Accrington and Rossendale college