Bernadette Cook
Sunderland,Tyne & Wear
Summary
An extremely articulate and personable individual with extensive experience in all aspects of customer service. Familiar with the working practices of Stock management and troubleshooting Possessing a wide knowledge of procedures and business administration, with a first class track-record and the ability to communicate at all levels with ease.
Overview
31
31
years of professional experience
Work history
Contracts Manager
Harlow Printing Limited
South Shields, South Tyneside
11.2012 - Current
- Working in stock management and sole point of contact for 9 contracts mainly NHS Trusts
- Ensuring customer receives a quick response and positive engagement
- My customer service is tailored to each customer
- Managing inventory tracking system to record deliveries, shipments and stock levels
- As a customer service professional I am familiar with technical and industry knowledge to help customers make informed decisions and troubleshoot any issues
- Evaluating deliveries, shipments and product levels to improve inventory control procedures
- Handling customer complaints, to provide appropriate solutions and alternatives within the time limits; following up to ensure resolution
- Keeping records of customer interactions, process customer accounts and file documents
- Going the extra mile to engage customers and retain good customer relations
- Managing my own workload to maximise performance and also assisting other team members when required
- Proficient in providing reports to customers and also company managers
- Confident in communicating with customers on various platform
- Liaising with all depts within the company to provide efficient service t the customer from placing an order to receipt of their delivery
- Placed and managed subcontractor orders based on project needs.
- Managed contract renewals and expiry of contracts based on termination
Contracts Administrator
Convergys
06.2006 - 11.2012
- During my time at Convergys I have worked on many different departments within the Nortel/Avaya program
- Showing flexibility in processes and teams, many of which I have requested in order to be fully utilised within the program and assist in filling process gaps
- Single point of contact for all EMEA support options
- Assessor for e-mail quality assurance
- Cross-trainer for contracts and logistics teams identifying & delivering any coaching needs
- Escalation point for support conflicts/customer grievances
- Working within strict SLAs/targets for work turnaround (from 1hr to 5 days)
- Responsible for customer billing via purchase order
- EMEA Prime for hardware & support pricing
- Dealing with large and small customers (from $1,000 to $1m contracts)
- Championing the implementation of new processes
- Working within ISO standards
- Tracking requests and productivity via Excel spreadsheets & templates
- Dealing professionally with incoming calls from the client/end customers
Sales/warehouse Assistant
Argos
12.2001 - 10.2003
- Customer service
- Stock maintenance/control
- Working to very short turnaround times
- Dealing with returns/grievances/complaints
Classroom Assistant
Springwell Dene
09.1995 - 07.1999
- Assisting children with special needs
- Student administration
- Class/activity scheduling
- Delivering to a strict curriculum
- Assessment of student progress
- Coaching
- Working out of hours
- Time management
Data Entry Clerk
Pallion Media
12.1993 - 10.1994
- Accuracy
- Computer literacy
- Working to set deadlines and target quota
- Quality assurance
- Time management
- Working from home
Office Administrator
GN Netcom
05.1993 - 12.1993
- Management of day to day running of the back office
- Computer literacy, professional telephone etiquette
- Checking data clarity and accuracy met company standards
- Interdepartmental communication
- Liasing with managers at all levels
- Dealing with external customers
- Handling escalations
Sales Agent
Kirby
09.1992 - 05.1993
- Cold calling potential customers to arrange home visits
- Demonstrating product at the customer's home
- Meet weekly sales
- Coaching others to improve their customer relations
- Training out use of the product
Education
RSA: Computer Studies (Level 1 & 2)CLAIT: Computing -
St. Bedes R.C Secondary School
1989
Skills
- Skills /Work based training
- Excellent communication, interpersonal skills, both written and oral
- Experienced and proficient in use ofMicrosoft Office, Microsoft Word, Excel and other business applications
- Proven Skills in Teamwork, Training and Quality, reporting and working to deadlines
- Staff Development/Training
- Excellent Customer Service, Sales and Selling skills
- Employee Performance: Providing Feedback
- Communicating with Employees
- Customer Retention - Time Management
- Six Sigma White Belt
- Logistics Experience
- Experienced and proficient in use of SAP
- Strategic decision-making
- Communication skills
- Problem-solving
Timeline
Contracts Manager
Harlow Printing Limited
11.2012 - Current
Contracts Administrator
Convergys
06.2006 - 11.2012
Sales/warehouse Assistant
Argos
12.2001 - 10.2003
Classroom Assistant
Springwell Dene
09.1995 - 07.1999
Data Entry Clerk
Pallion Media
12.1993 - 10.1994
Office Administrator
GN Netcom
05.1993 - 12.1993
Sales Agent
Kirby
09.1992 - 05.1993
RSA: Computer Studies (Level 1 & 2)CLAIT: Computing -
St. Bedes R.C Secondary School
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