Katy Borthwick

• Oversaw sales and marketing for national account portfolio totalling £23m in annual sales.
• Hired, coached and motivated [Number] sales representatives to consistently exceed sales goals by up to [Number]%.
• Enabled accurate sales forecasting by producing performance reports with Salesforce.
• Harnessed multi-channel strategy to strengthen customer relationships, boosting retention by [Number]%.
• Drove account strategy, conducting customer performance reviews to determine strengths, weaknesses and opportunities.
• Maintained [Number]% customer satisfaction, responding effectively to customer complaints and ensuring prompt follow-up to guarantee problem resolution.
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Investigated low-performing accounts and adapted strategy to support sales and retention.
• Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Trained team of [Number] to exceed targets and effectively retain accounts.
• Visited customer locations to determine needs, set up contracts and provide training.
• Established robust advisor relationships with client stakeholders.
• Engaged customers in regular communications by acting as assigned point of contact.

Produce bespoke monthly or quarterly rebate reports for each customer which highlight tonnage, ops costs and rebates. Include any deductions for PRN payments.
Arrange monthly calls with relevant account managers to review and agree on customer rebate report.
Follow the required approval process to ensure all payments have been reviewed by finance and are paid alongside agreed terms.
Update monthly CLT volumes sheet including actual tonnages for preceding month & estimates for the following month including end destination clarification for all loads.

• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Delivered high level of service to clients to maintain relationships for future business opportunities.
• Addressed enquiries through phone and email and directed to designated departments.
• Informed clients regarding updates and renewals to avoid delays and penalties.
• Created and submitted monthly and quarterly progress reports to management.
• Established cordial relationships with internal and external contacts to boost rapport.
• Participated in department meetings to obtain information, announcements and developments.
• Resolved issues and complaints and escalated major concerns to management.
• Registered information on database to maintain accurate records.

• Veolia is the UK's foremost waste management provider, offering an extensive array of waste management services and solutions to a broad spectrum of businesses and local authorities
• I've held a number of roles throughout my time at the company, all of which have culminated in my becoming Specialist Contract Administrator, working on behalf of EDF Energy Plc & more recently UK, Although I work as part of a larger team within the office I'm specifically charged with overseeing the day-to-day smooth running of the contract
• The position has required that I be resourceful, decisive and very much act upon my own initiative and to that end I've been able to progress and develop within the role
• My development has been driven by the fact that I'm a highly motivated, diligent and articulate individual who thrives in a fast paced environment
• Client development
• Liaising with client to ascertain specific service requirements and using my commercial and product knowledge to source depots and/or subcontractors, preferably within close proximity to the site itself, with the intention of delivering individual business solutions within agreed timescales
• The contract stipulates that all general waste service requirements, for example, have a 3-day turnaround - compliance is communicated back to client via a series of reports
• On a daily basis I have to prioritise my workload to ensure that all such targets are met
• Working alongside an Account Manager with the purpose of ensuring the everyday operation of the contract and adhering to the Customer First philosophy held by Veolia
• This involves: Identifying service failures and resolving issues immediately so as to fulfil client requirements regarding individual/multiple sites
• This is of particular importance when trying to harness the longevity of the relationship with the client
• Recognising and minimising Health and Safety implications
• Work to continuously improve environmental performance
• Strive for best practice within both organisations in order to ensure constant and accurate flow of communication at all levels
• Establishing, developing and maintaining close and mutually productive relationships with Veolia service centres and subcontractors through constant communication, as well as end of month reports
• Ensure a consistent level of service is provided by depots and subcontractors in an attempt to meet and where possible exceed client expectations
• Ensure UKPN compliance and address with them any issues regarding non-conforming waste and take appropriate action
• Optimise operational efficiency with a staunch focus on increasing landfill diversion and where possible make recommendations so as to expand upon existing service requirements in order to develop the contract and increase profitability
• Complying with statutory and Environment Agency procedures regarding waste disposal
• Ensure all statutory paper work is kept up to date i.e
• Waste Transfer Notes, Pre-treatment forms
• Providing and analysing contract specific statistical information via a series of Excel spreadsheets
• Ensures conformance with targets set out by the customer
• Financial management
• Producing monthly invoices relevant to the contract
• Process has stringent deadlines that have to be met in line with the stipulations of both the contract and the finance team
• Reporting to the finance team with monthly Contract Trading Summary so as to ascertain the profitability of the contract
• Forecasting future expenditure and profitability
• Processing supplier invoices for payment and resolving queries/disputes relating to suppliers' charges
• Address with the client any issues with regards to non payment of invoices.

• Asset Management
• Assisted with the implementation of new helpdesk software
• Profiling and cataloguing computer equipment.

• As part of my Industrial Placement whilst at university I worked as a Marketing Assistant for a company that staged outdoor concerts at stately homes throughout the UK
• I was actively involved in all marketing and commercial activities in the preparation of such events
• Participated in developing the 2002 marketing strategy under the tutelage of the Marketing and PR Executive, in particular I spearheaded the use of Regional Representatives
• Instrumental in recruiting the company's Regional Representatives and responsible for coordinating their subsequent efforts in terms of marketing events on a local level
• Established and communicated procedures and activities that were imperative when informing potential concert goers
• Involved in the writing of promotional material i.e
• Posters, flyers, press releases
• Proof read items prior to printing
• Oversaw direct mailing and updated customer database
• Monitored competitive events and altered the amount/nature of marketing literature if necessary
• Negotiated for promotional material to be distributed at other events
• Regulated venue websites to ensure that all references to concerts were accurate and clearly visible
• Liaised with newspapers/magazines/radio stations to ensure all information and photographs were correct and up-to-date
• Collated associated press cuttings
• Placed advertisements and instigated promotional offers via the media
• Scheduled leaflet, poster and banner distributions to venues, tourist information centres and regional representatives to coincide with concerts.