Chanelle Henry

Sales Support Account Manager

08/2024 to current

• Initiated contact with potential customers, generating interest and qualifying opportunities.
• Created and managed accurate customer accounts to ensure data integrity and accessibility.
• Guided new customers through onboarding, providing support to enhance their initial experience.
• Conduct regulated payment calls, manage finance applications, and process Worldpay transactions in line with FCA compliance.

Resource Planner

06/2020 to 08/2024

• Developed resource allocation plans to optimise workforce efficiency.
• Responded to emergency and remedial requests while coordinating with customers and engineers.
• Monitored live, in-day installations, ensuring adherence to time slots.
• Planned and scheduled boiler installations, optimising engineer proximity and time efficiency.
• Identified and resolved jeopardy situations to maintain service levels and minimise customer disruption.

Operations Administrator

02/2019 to 06/2020

• Assisted in operational tasks to support administrative processes.
• Managed boiler payment option queries and processed secure BACS payments.
• Issued refunds, goodwill gestures, and managed guarantee registrations.
• Provided support via service lines for account and installation enquiries.

• Updated employee records including sick pay, maternity leave, and holiday entitlements.
• Prepared HR documentation for Clinical Director.
• Managed employee contracts, recruitment paperwork, and onboarding documentation.
• Created detailed reports on employee pay, leave, and attendance.
• Organised travel bookings and processed staff expenses.

• Built strong working relationships within the team and wider organisation.
• Managed recruitment processes including CV screening and interviews.
• Delivered appraisals, coaching, training sessions, and development reviews.
• Handled complex customer complaints to ensure satisfaction and retention.
• Monitored SLA performance, KPIs, staffing levels, and workload forecasting.