Anita Ralhr
Summary
Accomplished professional with expertise in customer experience strategy and delivery, specialising in contact centre management and telephony systems. Proven track record in complaint resolution and service recovery, leveraging skills in team leadership and coaching to drive process improvement through lean methodology. Proficient in CRM systems such as Salesforce, Intercom, and Clari, with a strong focus on KPI and SLA management. Adept at cross-functional collaboration with compliance, HR, and product teams to ensure regulatory compliance with FCA, GDPR, and AML standards. Committed to advancing digital adoption and self-service enablement to enhance customer satisfaction.
Overview
22
22
years of professional experience
Work history
Digital Sales Manager
The Access Group
01.2025 - 08.2025
- Lead customer-facing team across education and charity sectors, ensuring high service standards and client satisfaction.
- Use AI tools (Clari, Claude, Groove) to enhance customer engagement and streamline service workflows.
- Collaborate with product and support teams to resolve client issues and improve onboarding experience.
- Achievements:
- Achieved 115% of Q4 FY25 customer retention target.
- Reduced onboarding time and improved first-response resolution rates.
- Enhanced client feedback scores through proactive service reviews.
Inside Sales Manager
Global Payments
12.2019 - 09.2024
- Managed 16 service-focused Account Managers, overseeing client onboarding and support.
- Implemented Salesforce CRM to track service interactions and improve resolution times.
- Partnered with compliance and operations to ensure smooth customer journeys.
- Achievements:
- Increased live merchant activation by 115% YoY through improved onboarding support.
- Reduced complaint volumes and improved satisfaction scores across key accounts.
- Designed new incentive scheme focused on service excellence and retention.
Inside Sales Manager
Mettler Toledo
10.2018 - 10.2019
- Led 50 staff across customer service, telesales, and telemarketing.
- Developed service scripts and training programmes to improve call quality and resolution.
- Achievements:
- Boosted customer engagement by 257% through improved call handling.
- Reduced call escalations and improved first-contact resolution.
- Achieved 100% probation pass rate for new hires through structured onboarding.
Centre Manager - Inbound Telephony Sales
Royal Bank of Scotland
01.2015 - 10.2018
- Directed 100 staff and 6 Team Managers in a high-volume contact centre.
- Led service improvement initiatives and talent development programmes.
- Achievements:
- Raised engagement scores from 74% to 98%; reduced attrition to
- Delivered 140% of service-related income targets.
- Introduced Lean methodology to improve call handling and reduce wait times.
Manager - Inbound Telephony Sales
Royal Bank of Scotland
04.2006 - 01.2015
- Managed 25 Customer Advisers and 1 Supervisor, focusing on service delivery and digital adoption.
- Led HR transformation and performance management initiatives.
- Achievements:
- Increased customer satisfaction from 60% to 88%.
- Delivered 170% growth in service-related outcomes.
- Improved digital self-service adoption across customer base.
Legal Assistant
My Home Move
01.2004 - 01.2006
- Supported clients through conveyancing process, ensuring timely updates and resolution of queries.
Education
PgDip - Legal Practice Course
LLB (Hons) - Bachelor of Law
Skills
- Customer Experience Strategy & Delivery
- Contact Centre Management & Telephony Systems
- Complaint Resolution & Service Recovery
- Team Leadership & Coaching
- Process Improvement & Lean Methodology
- CRM Systems (Salesforce, Intercom, Clari)
- KPI & SLA Management
- Cross-Functional Collaboration (Compliance, HR, Product)
- Regulatory Compliance (FCA, GDPR, AML)
- Digital Adoption & Self-Service Enablement
Accomplishments
- Presidents Club Winner - Global Payments (2022): Recognised for outstanding client onboarding and retention.
- Special Recognition Award - Global Payments (2024): Honoured for leading service excellence and team engagement.
- Digital Hub 100% Club - The Access Group (2025): Delivered top-tier customer satisfaction and retention metrics.
- “Female Talented Leader” Award – RBS (2018): Celebrated for driving service transformation and team development.
- Raised customer satisfaction scores from 60% to 88% at RBS through targeted coaching and service redesign.
- Presented service improvement strategy to senior leadership as part of European Employee Committee.
Timeline
Digital Sales Manager
The Access Group
01.2025 - 08.2025
Inside Sales Manager
Global Payments
12.2019 - 09.2024
Inside Sales Manager
Mettler Toledo
10.2018 - 10.2019
Centre Manager - Inbound Telephony Sales
Royal Bank of Scotland
01.2015 - 10.2018
Manager - Inbound Telephony Sales
Royal Bank of Scotland
04.2006 - 01.2015
Legal Assistant
My Home Move
01.2004 - 01.2006
LLB (Hons) - Bachelor of Law
PgDip - Legal Practice Course
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