Holly Rainford

Governed projects to enhance customer service and sales support team performance. Key objective for all projects was to ensure an improvement in time efficiency, reduce cost and improve quality.

• Led transition of sales support representatives to Zoho ticketing system for improved monitoring.
• Key lead in creating scoring criteria for customer service advisors to improve quality of service.
• Trained customers on using Exertis Online Store for instant access.
• Oversaw key projects focused on operational efficiency improvement.
• Key lead in retaining and expanding the ISO 9001 accreditation held at Exertis.
• Ensured completion of committed actions by managers.

• Coached and counselled personnel to enhance professional growth.
• Facilitated development initiatives for staff, promoting skill advancement.
• Resolved general queries by acting as a liaison between business areas and external units.
• Conducted investigations to address and escalate problems effectively.
• Monitored telephone communications to ensure quality standards.
• Established strong professional relationships with all stakeholders.
• Managed account interactions to optimise customer satisfaction.
• Ensured accurate documentation of correspondence for future reference.

• Completed tickets on an email management system, adhering to service level agreements.
• Collaborated within Business and Enterprise team at Exertis.
• Maintained customer service log to track interactions and resolutions.
• Resolved complaints and queries via phone calmly and professionally.
• Executed proactive decision-making under pressure to enhance customer care.
• Processed manual credits and invoices efficiently.
• Raised claims with couriers for lost or damaged items.
• Updated Excel spreadsheets daily for accurate record-keeping.

• Raised commercial invoices and processed debit and credit notes in Oracle.
• Disputed discrepancies with customers, documenting reasons in Oracle.
• Reported shortages to logistics team and ensured all accurate delivery documentation was available to facilitate the timely payment of invoices.
• Resolved pricing queries by liaising with sales representatives and issuing credit paperwork as needed.
• Managed documentation for overseas shipments, including certificates and proforma invoices.
• Addressed email queries promptly to maintain customer satisfaction.
• Maintained daily Excel spreadsheets for accurate financial tracking.
• Processed card payments via Sage Pay and telephone, ensuring timely invoice payments.