Anita Herd
Lustleigh,Devon
Summary
Organised and self-motivated Account Manager with 13+ years' experience working in client-facing customer service roles.
Proactive and efficient at resolving client issues with a proven ability to build and maintain relationships with clients.
Overview
20
20
years of professional experience
2006
2006
years of post-secondary education
Work history
Account Manager
Whistl Fulfilment South West
South Brent, Devon
2020.05 - Current
- Account Manager and first point of contact for 3 of the companies largest clients throughout tenure.
- Maintained excellent business relationships through periods of unprecedented growth and upheaval (Covid, staff shortages, redundancies).
- Produced sales and performance reports for senior management and stakeholders.
- Organised and led internal and external meetings, providing efficient communication and updates.
- Coordinated with finance department to assist in the preparation of invoices.
- Used client and customer feedback to highlight areas in need of improvement, working with the relevant team/s to resolve issues promptly and implement/update processes.
- With the assistance of the IS team, implemented a 'Complaints Tracker App' to enable the quick identification of issues with any stakeholder, now used across all clients.
- Received positive feedback from from Head Office led client surveys.
Customer Service Co-ordinator
Clientbase Fulfilment
Newton Abbot, Devon
2012.02 - 2020.05
- Led Customer Service teams for several large clients, often simultaneously (including one client which represented 45% of the business at that time).
- Maintained excellent Customer Service standards including during peak periods. Positive customer reviews consistently exceeding 97%.
- Provided clients and internal stakeholders with detailed weekly and monthly reports of CS issues.
- Worked with all stakeholders to continuously improve processes and reduce contacts per order.
- Provided clients with detailed feedback on poor performing products, enabling the buying team to make informed decisions on repeat purchases. Adding supplementary information to despatch notes and prompts to the CRM system to assist customers where necessary.
- Overhauled standard letter/e-mail/social media templates.
- Prepared training documents and guides for CS and warehouse teams.
- Maintained and improved CS team performance by monitoring calls and e-mail communication and providing feedback directly or to the Contact Centre Manager where appropriate.
- Worked with clients to effectively manage rebranding in 2014.
- Worked with clients to implement GDPR processes when this law came into effect in 2018.
- Managed CS specific client visits and weekly conference calls.
- Represented the company on overseas client visits.
Call Centre Agent
Clientbase Fulfilment
Newton Abbot, Devon
2011.04 - 2012.02
- First point of contact for customers placing an order or with a query.
- Handled personal data responsibly whilst maintaining confidentiality.
- Remained professional during challenging customer interactions, maintaining calm under pressure. Escalating complaints effectively when necessary.
- Performed data entry tasks to keep records up-to-date.
- Achieved daily performance targets.
- Documented all phone interactions for record keeping and quality control purposes.
Administrator
Independent Financial Solutions
Portsmouth, Hampshire
2008.08 - 2010.10
Lettings Administrator
Martin & Co
Southsea, Hampshire
2007.06 - 2008.08
Customer Service Representative
The Listening Company
Portsmouth, Hampshire
2005.07 - 2007.06
Education
Bachelor of Arts - Business Administration
University of Portsmouth
PortsmouthSkills
- Account management
- Customer Service
- Relationship-building and management
- Team Leadership
- CRM software use
- Data analysis
- Microsoft Office Suite
- Target setting and tracking
Timeline
Account Manager
Whistl Fulfilment South West
2020.05 - Current
Customer Service Co-ordinator
Clientbase Fulfilment
2012.02 - 2020.05
Call Centre Agent
Clientbase Fulfilment
2011.04 - 2012.02
Administrator
Independent Financial Solutions
2008.08 - 2010.10
Lettings Administrator
Martin & Co
2007.06 - 2008.08
Customer Service Representative
The Listening Company
2005.07 - 2007.06
Bachelor of Arts - Business Administration
University of Portsmouth