Geraldine O'Donnell

• Responsible for the CX roadmap; being the enabler, driver and owner of the business changes and outcomes to communicate to the wider business.
• Establish and own a VoC programme that drives continual improvement based on customer feedback
• Responsible for running cross-functional insight reviews and action-planning meetings with internal stakeholders, presenting back monthly to SLT
• Accountable for the feedback strategy and the reporting of all feedback platforms to the ANS Board and the rest of the business.
• Providing an escalation path for any challenging customers
• Act as an Exec sponsor for tier one customers providing insights and strategic support to achieve the customer vision
• Responsible for enhancing all customer touchpoints along the customer journey to reach a state of optimisation
• Perform customer forums to validate strategic decisions to confirm the overall business digital offerings
• Negotiated contracts with vendors for cost reduction.
• Generated Key Performance Indicator reporting to drive better performance.

Reporting to the Sales Director, responsible for leading the Client Services Team, managing a client base of over 2,500. Ensured clear communication, operational excellence in a fast-paced environment, effective complaint resolution, and continuous process improvement.

Key Achievements

Award-Winning Leadership : Led the team to win the Chamber of Commerce ‘Leadership in Customer Focus' award.

Diversity Advocate : Served as a board member for ‘Teleperformance Women,' promoting equality, diversity, and unity in the workplace.

Process Excellence : Earned a Yellow Belt in Lean Six Sigma, demonstrating expertise in driving efficiency and process improvement.

Key Responsibilities

SLA Compliance : Led the team to meet monthly and quarterly SLA requirements, delivering customer management information per contract terms.

Complaint Resolution : Managed the end-to-end Voice of the Customer process, ensuring ISO9001 compliance and driving productivity improvements. Collaborated with U.S. counterparts to meet global SLAs and identify technical and service enhancements through Lean Six Sigma methods.

Process Optimisation : Streamlined and documented customer service processes to meet internal and external audit standards.

Client Relationship Management : Supported Account Managers on key accounts by enhancing relationships, leading performance reviews, creating detailed reports, and presenting findings during client review meetings.

Salesforce Integration : Optimized internal and external processes using Salesforce for pricing updates, equipment ordering, and asset management tracking.

Service Innovation : Spearheaded the launch of a remote video application in the UK, supported by Salesforce analytics to enhance IT and finance asset tracking.

Performance Reporting : Delivered productivity and enhancement reports to senior leadership, recommending and implementing continuous improvement measures.

Customer Feedback : Managed quarterly surveys with the marketing team, analyzing and presenting insights to the board for decision-making.

Team Leadership : Set clear KPIs for revenue and activity, leading a process-driven team to deliver exceptional customer experiences and consistent service enhancements.

Cost Optimization : Identified cost-saving opportunities by migrating customers to an automated platform and leveraging system insights.

Training & Development : Provided ongoing training and development, goal planning, and targeted upskilling for team members. Championed the apprenticeship program for new and existing employees for six years.

• Developed strategic plans for the enhancement of client services department performance.
• Provided guidance and support to junior team members, fostered a high-performance work culture.

• Managed the credit control department through analysis of debtor spreadsheets and management of the team; allocate accounts across the team accordingly.
• Provided monthly analysis of unallocated debt for the MD; ensured a reduction in DSO's and drove innovative ways to achieve this.
• Worked closely with sales teams to ensure smooth transaction processes for clients.
• Reduced the bad debt provision by 15%

• Managed team; Oversaw monthly chase list; preparation and analysis of monthly aged debtor reports for Financial Controller; maintained regular contact with top 100 customers; reconciliation of accounts; resolving complicated invoice queries; Preparation of monthly and quarterly usage reports for large customers;
• Liaison with Sales Teams and Client Services regarding query resolution and restructuring or creation of new accounts; Liaison with Face to Face department Manager and Team Leader on billing queries.
• Ensured that Quality Management System (ISO 9001) documentation was accurate and up to date.