Anthony Heath
Customer & Sales Support Mgmt
Banbury,Oxfordshire
Summary
Professional person with strong communication, exceptional leadership, organisational & multitasking skills, dedicated and committed to achieving business targets.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Strengths include building and maintaining relationships with a diverse range of stakeholders including internal and external customers.
Highly motivated to maintain and improve sales, performance and customer satisfaction contributing to company success, dedicated to meeting business objectives with a willingness to take on added responsibilities to meet business goals.
Skill set and knowledge to lead project planning and manage multiple tasks or teams at once.
Overview
27
27
years of professional experience
Work History
Customer, Inside Sales & Technical Support Manager
RWC (UK) Ltd
West Drayton, Middlesex
10.1996 - 06.2023
- Shared customer feedback with both internal and external customers then implemented improvements to enhance team performance leading to established continuous improvement initiatives to achieve KPIs.
- Responsible for managing over 700 calls and emails per day.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- Adhered strictly to policies and procedures for continued company compliance.
- Completed thorough documentation in SAP and Salesforce for each enquiry and used data to identify trends.
- Improved customer service initiatives by streamlining sales and order management processes.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Organised daily workflow and ensured appropriate staffing to provide optimal service.
- Capitalised on upsell opportunities with new and potential customers.
- Identified skills and performance gaps to provide resources and additional training.
- Supported front-line sales teams with well-coordinated administrative operations.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
- Optimised sales methods to best engage, acquire and retain customers.
- Provided first-class client services, from onboarding to daily account management.
- Cultivated and sustained critical partnerships with key clients to support consistent satisfaction.
- Reviewed established objectives and action plans on monthly basis to verify alignment with client needs.
- Employed exceptional rapport-building skills to nurture key relationships.
Acquisition & Warehouse Transition Project Lead
RWC
West Drayton, Middlesex
06.2020 - 06.2023
- Established and outlined project strategy, keeping staff aligned on common goals by producing detailed progress reports weekly, monthly and quarterly basis.
- Coordinated project responsibilities of 20+ staff and held team accountable to KPIs and targets through ongoing supervision.
- Collaborated with internal teams and managed administrative staff to maintain smooth daily operations to improve outputs to meet demand and supply requirements during transition (B.A.U)
- Oversaw multiple supply chain functions to facilitate business operations, including warehouse and logistics management.
- Applied advanced negotiation skills to discuss contracts, policies and deadlines with suppliers and vendors.
- Assessed performance of external vendor supply chains while handling internal logistics.
- Drove Key Performance Indicators (KPI)s and continuous improvements throughout logistics and supplier operations.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Streamlined processes to improve and optimise office operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Education
NVQ Level 3 - Customer Service Management
Langley College
Middlesex06.2018
A-Levels - Maths, English, Science, PE
The Nobel School
Stevenage 09.1989 - 06.1990
Skills
- High-value project management
- Excellent Team Leadership & Management skills
- Key stakeholder relationship building
- UK & International sales experience
- Key Account management
- Key stakeholder relationship building
- Strategic sales knowledge
- IT Skills Across SAP, CRM & Microsoft Platforms
- Customer engagement
- Customer retention
References
Available on request.
Timeline
Acquisition & Warehouse Transition Project Lead
RWC
06.2020 - 06.2023
Customer, Inside Sales & Technical Support Manager
RWC (UK) Ltd
10.1996 - 06.2023
A-Levels - Maths, English, Science, PE
The Nobel School
09.1989 - 06.1990
NVQ Level 3 - Customer Service Management
Langley College
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