Annette Colebrook-Taylor
Middleton-on-Sea,West Sussex
Summary
Strong foundation in technical skills and problem-solving abilities. Proficient in Lean Six Sigma, quality control, and process optimisation. Excellent communication and teamwork skills, with a proven ability to quickly learn new technologies. Prepared to leverage and enhance skills in project management and lean principles.
Overview
9
9
years of professional experience
Work history
E-Commerce Specialist
Poles & Blinds UK
, West Sussex
02.2025 - Current
- Manage all e-commerce operations, including order processing, product management, customer journey optimisation, and website workflows.
- Oversee stock control, supplier coordination, and fulfilment processes to ensure accurate availability and smooth delivery.
- Handle all B2B and consumer enquiries, delivering high CSAT/NPS performance and resolving issues quickly and professionally.
- Lead systems and software integrations, improving data integrity and streamlining stock, ordering, and customer communication processes.
- Created and implemented a new lead-generation and D2B order workflow, connecting supplier stock, internal systems, and logistics partners for greater efficiency and order accuracy.
- Support ongoing operational improvement through data analysis, problem-solving and refining digital processes.
Customer Service Manager (Contract)
Speciality Drinks / The Whiskey Exchange
Park Royal, City of London
01.2024 - 02.2025
- Developed comprehensive training programmes to enhance customer service skills across teams.
- Collaborated with cross-functional teams to streamline customer feedback processes and improve service delivery.
- Implemented new customer service policies to ensure consistent communication and engagement with clients.
- Evaluated customer satisfaction metrics to identify areas for improvement and enhance service quality.
- Facilitated regular team meetings to discuss challenges and share best practices in customer service.
- Resolved complex customer issues by coordinating with various departments to find effective solutions.
- Analysed service trends and customer behaviour to inform strategic decisions and enhance overall experience.
- Championed initiatives to foster a customer-centric culture within the organisation through targeted outreach.
- Fostered positive work environment to enhance staff morale and productivity.
Head of Customer Service (Contract)
WPP - Everymile
London
01.2021 - 02.2023
- Built a complete customer service function for a new B2B-to-D2C e-commerce model integrated with SAP.
- Led RFP/RFI processes to source platforms and outsourcing partners that aligned with the business's commercial and operational goals.
- Oversaw logistics and 3PL optimisation projects.
- Developed frameworks for customer interaction.
- Led development of customer service strategies to enhance customer experience.
- Successfully delivered on tasks within tight deadlines.
- Led cross-functional teams to deliver comprehensive solutions tailored to client needs.
- Cultivated strong relationships with key stakeholders to enhance client satisfaction and loyalty.
- Coordinated with internal departments to ensure timely delivery of services and support.
Customer Success Manager (Redundancy)
McLaren Applied
Woking , Surrey
06.2021 - 11.2021
- Spearheaded McLaren Applied's inaugural D2C product launch, collaborating with global agencies to create a compelling customer experience.
- Built the first US-based customer team.
- Implemented an enterprise CRM supporting both B2B and D2C engagement.
- Secured key customer partnerships within 12 weeks, strengthening the commercial launch strategy.
Senior customer service manager
Fittleworth Medical Ltd
Littlehampton, West Sussex
06.2017 - 06.2021
- Led 91 advisors across six teams, delivering 50,000+ monthly interactions and managing £10M in prescriptions with 98% satisfaction.
- Introduced efficient tracking systems to improve overall service delivery.
- Improved customer experience with proactive issue resolution.
- Delivered £187K savings and reduced processing times by 20% through process redesign.
- Ensured timely fulfilment of £110M annual prescriptions, improving service levels and debt reduction processes.
- Built a high-performance culture increasing team engagement and key KPIs by 30%.
Education
Six Sigma Green Belt (Accredited)
Littlehampton Sustainability in Business Qualification
Mental Health First Aider
Skills
- Scrum methodology proficiency
- Goal-Oriented approach
- Time scheduling and allocation
- Familiarity with lean concepts
Timeline
E-Commerce Specialist
Poles & Blinds UK
02.2025 - Current
Customer Service Manager (Contract)
Speciality Drinks / The Whiskey Exchange
01.2024 - 02.2025
Customer Success Manager (Redundancy)
McLaren Applied
06.2021 - 11.2021
Head of Customer Service (Contract)
WPP - Everymile
01.2021 - 02.2023
Senior customer service manager
Fittleworth Medical Ltd
06.2017 - 06.2021
Six Sigma Green Belt (Accredited)
Sustainability in Business Qualification
Mental Health First Aider