ASHLEY J. HARRIS

Effectively investigate, manage, and resolve B2B complaints involving the purchase of goods, inline with service standards and company policy.

• Logging comprehensive complaints, using Salesforce, received via phone, email, and internal departments.
• Resolved over 1,100 cases in 2024, surpassing SLA targets.
• Appointed as Subject Matter Expert to manage high-profile accounts and contracts, delivering tailored support.
• Developed response templates reducing case handling times by 20% while maintaining a 98% satisfaction.
• Achieved performance targets contributing to the teams success, evidenced by positive reviews and KPI results.
• Initiated daily meetings with management to align team priorities and enhance morale during pressure periods.
• Provided training to support team development, boosting efficiency and minimising errors in case management.
• Collaborated with sales and distribution to optimise order processing and stock management strengthening customer relationships.

Working with the Customer Service Development Manager to enhance customers experience and drive business results.

• Established the Feedback Department, streamlining the complaints and claims processes, resulting in quicker resolution times.
• Developed complaints procedure, achieving 20% decrease in complaint volumes alongside improved customer satisfaction ratings.
• Negotiated claim settlements, saving 25% on costs quarterly, improving financial performance.
• Evaluated complaints data to produce reports, presented insights, facilitating root-level problem solving.
• Designed learning and development form alongside training resources for onboarding new staff.
• Increased Net Promoter Score survey responses by 50%, gaining national recognition for diligence.

Served as the first point of contact for consumers seeking dispute resolution with suppliers, delivering impartial guidance on the complaint processes and regulatory rights.

Handled over 50+ complex enquiries daily, consistently de-escalating distressed customers to achieve positive resolutions. Collected and documented accurate case evidence in line with compliance standards, contributing to a 95% case accuracy rate. Supported deployment of a new CRM system and facilitated training sessions for 20+ team members, improving user and customer experience.

Progressed through various roles in customer service, showcasing leadership and performance excellence.

Mastered high volumes of inbound calls, live chats, and emails as Customer Experience Advisor , delivering customer satisfaction and consistently achieving SLAs.

Promoted to Customer Service Team Leader in April 2010, leading a four-member team to deliver outstanding service. Oversaw KPIs, call quality, and staffing levels while fostering team development through coaching initiatives.

Advanced to Resolutions and Complaints Manager in April 2014, managed escalated complaints and complex claims, ensuring fair outcomes. Working closely with the legal team ensuring timely response to subject access requests.