Grace Sutton

• Drove 20% increase in annual turnover, growing revenue to £535,000 through operational improvements, sales initiatives and strategic decision-making.

• Increased average revenue per live customer from £110 to £210 over three years by implementing service optimisation and revenue growth initiatives.

• Developed and implemented an enhanced debt recovery process that reduced outstanding debt from £18,000 to a consistently maintained level of £2,000, significantly improving cash flow, financial stability and collection efficiency.

• Optimised workforce scheduling and route planning to maximise productivity and service delivery whilst reducing operational costs.

• Produced and analysed operational reports to identify improvement opportunities and forecast workload demand.

• Led the franchise transition to Salesforce CRM, becoming a recognised super-user who supported system implementation, staff training and other franchises onboarding, demonstrating strong technical aptitude and change management skills.

• Planned, created and delivered local marketing campaigns, sponsorships and influencer partnerships to boost brand visibility, customer engagement and lead generation opportunities.

• Coordinated the full customer onboarding process, from initial enquiry and quotation through to scheduling, account creation and payment administration, ensuring an efficient and professional customer journey.

• Managed portfolio of 3,000+ customer accounts, delivering customer service through phone, email and face-to-face channels, building strong client relationships and ensuring high customer satisfaction and retention.

• Processed daily financial transactions, managed direct debit administration and reconciled customer accounts, ensuring accuracy and attention to detail in financial administration.

• Maintained business-critical records, contracts and compliance documentation, ensuring data accuracy, regulatory compliance and efficient access to key information across the business.

• Generated additional revenue through upselling and cross-selling activities, identifying customer needs and converting leads into sales opportunities.