Jenna Connon
Wednesbury,West Midlands
Summary
Experienced manager with a number of key skills and experiences gained from managing large teams of multiskilled associates.
Encouraging empowered ownership amongst the teams to build high performance. Creating a customer-centric environment while ensuring business efficiencies are kept central.
Most recently developed a new company software that was implemented in the entire business, this gave a unique customer journey view from end to end.
I have worked for current company for 18+ years in an often challenging and ever-changing economic climate delivering a strong performance consistently.
Key Achievements
- Awarded a National Award for Manager of the Year from the Contact Centre Management Association 2021.
- Finalist in Complaints Manager of the Year 2022
- Implementing a new phone and email system
- Business-wide design and build of a bespoke ERP / com system.
- Seconded to underperforming teams across the business to improve engagement issues and underperformance.
- Strategy builder for CX departments
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work history
Supply Chain and Customer Service Manager
MSC Industrial Supply
Wednesbury, West Midlands
2024.09 - Current
- Managed 2 teams 30 FTE
- Conducted regular reviews of suppliers' performance, maintaining high standards across the board.
- Developed contingency plans to mitigate potential supply chain disruptions.
- Streamlined supply chain processes by implementing strategic planning methods.
- Improved operational efficiency with meticulous inventory management.
- Coordinated with cross-functional teams to improve processes.
- Adjusted inventory levels to keep obsolescence and cost low.
- Managed risk within the supply chain effectively addressing any potential issues proactively.
- Managed supplier relationships, improving delivery timescales and product quality.
Customer Experience Manager
MSC Industrial Supply
Wednesbury, Sandwell
2021.01 - 2024.09
- Creation of the Customer Complaints strategy. Company-wide roll out.
- Overall responsibility for the Complaints Service. Delivering significant improvements in performance, and resolution rates.
- Cultivated environment to encourage continual process improvements.
- Leadership of a team. Conducting performance reviews, setting objectives to link to our strategy, and coaching colleagues to ensure the right outcomes for the customer.
- Implemented KPIs to drive customer satisfaction and faster resolution rates.
- Mentor to new leaders.
- Customer Experience insight reporting to bring to life the customer experience, identifying service improvements, and making recommendations for change.
- Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Organised daily workflow and ensured appropriate staffing to provide optimal service.
- Devised and published metrics to measure organisation's success in delivering world-class customer service.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Confident in reducing headcount due to efficiencies.
Contact Centre Supervisor
MSC Industrial Supply
Wednesbury, West Midlands
2019.09 - 2020.12
- Managed a team of 35 agents.
- Motivated team to achieve targets through inspiring leadership and strategic rewards schemes.
- Implemented a mentoring program in the team to improve the new starter experience and upskill, to improve customer experience.
- Provided detailed, ongoing training to contact centre staff to ensure the team kept pushing forward.
- Created and implemented a large customer team as an offshoot of the contact centre to manage our largest customer enquiries.
- Recruited and trained in house and built the new starter induction plan.
- Monitored incoming and outgoing call quality, implementing additional staff training as needed to uphold quality standards.
- Analysed and reported on monthly statistics to identify opportunities for process improvements.
- Coordinated training opportunities to promote customer service excellence amongst staff.
Contact Centre Leader Support
MSC Industrial Supply
Wednesbury, Sandwell
2017.01 - 2018.12
- Supported the team in side by side coaching
- Onboarded new starters into the contact centre.
- Supported the initial training and created training plans for the new hires.
Customer Service Team Leader
MSC Industrial Supply
Wednesbury, Sandwell
2013.01 - 2016.10
- Helped support the Customer Service Supervisor in the management of 12 associates.
Customer Service Associate
MSC Industrial Supply
Wednesbury, Sandwell
2010.01 - 2013.01
- Handled approx 70 customer contacts daily. Complaint handling
Contact Centre Associate
MSC Industrial Supply
Wednesbury, Sandwell
2007.06 - 2010.01
- 100+ Customer contacts daily.
- Taking quotes and orders from new and existing customers.
Inbound Call Centre Agent
HomeServe
Walsall, West Midlands
2005.01 - 2007.05
Education
NVQ Level 3 - Leadership and management
Charted management institute
United Kingdom 2019.01 - 2021.05
NVQ Level 2 - Business Improvement Techniques
Btec
United Kingdom 2016.01 - 2017.05
Skills
- Employee engagement
- Empowered leadership
- Creative problem solver
- Continuous improvement
- Business transformation
- Confident at presenting at all levels
- Project management
- BSI Auditing
Timeline
Supply Chain and Customer Service Manager
MSC Industrial Supply
2024.09 - Current
Customer Experience Manager
MSC Industrial Supply
2021.01 - 2024.09
Contact Centre Supervisor
MSC Industrial Supply
2019.09 - 2020.12
NVQ Level 3 - Leadership and management
Charted management institute
2019.01 - 2021.05
Contact Centre Leader Support
MSC Industrial Supply
2017.01 - 2018.12
NVQ Level 2 - Business Improvement Techniques
Btec
2016.01 - 2017.05
Customer Service Team Leader
MSC Industrial Supply
2013.01 - 2016.10
Customer Service Associate
MSC Industrial Supply
2010.01 - 2013.01
Contact Centre Associate
MSC Industrial Supply
2007.06 - 2010.01
Inbound Call Centre Agent
HomeServe
2005.01 - 2007.05