Lewis Marsh

My current role as an Account Manager demands a high level of precision and the ability to meet strict deadlines while maintaining exceptional standards of quality. A key aspect of my role involves building and nurturing relationships with clients and stakeholders, ensuring that service delivery aligns with agreed Service Level Agreements (SLAs). I maintain a professional and responsive approach, demonstrating the value of our services to clients and reinforcing their importance to our business. Additionally, I apply investigative and analytical skills to deliver accurate, detailed management information reports that support decision-making. Working with clients such as – GHD, Nottingham Forest Football Club and 3M, along with retail customers, such as: Boots, TKMAXX, The Co-Operative and Ocado.

One of my most rewarding projects was leading the Dog Treat Company campaign, where I helped optimise fulfillment operations and improve efficiency:

• Reduced order processing time by 40%, making deliveries faster and more reliable.

• Increased inventory accuracy by 35%, minimising stock discrepancies and improving warehouse organisation.

• Boosted on-time delivery rate to 98%, strengthening customer satisfaction and retention.

• Implemented process improvements that cut fulfillment costs by 20%, driving operational savings.

Beyond that, I’m always looking at ways to improve processes, whether it’s making deliveries more efficient, analysing data for insights, or helping clients get the most out of our services.

In this role, I worked directly with B2C customers and B2B clients to secure financing solutions, handling sensitive financial data and making sure every deal was handled with care and compliance.

• Conducted comprehensive risk assessments to mitigate potential issues.
• Managed applications from start to finish, ensuring a seamless customer journey.
• Developed a strong understanding of credit profiles and financial products.
• Overcame objections to create solutions that worked for both the business and the customer.
• Built relationships with The AA to offer financing options to their customer base.
• Used Excel to track personal performance and continuously improve results.
• Strengthened customer relationships with frequent and transparent communications.
• Negotiated favourable loan terms for clients' benefit.

This role was all about customer engagement and problem-solving. I worked closely with customers ensure the purchase of a vehicle, to resolve complaints, improve service levels, and build lasting relationships.

• Trained and mentored new staff, helping them hit targets and develop confidence.
• Managed complaints, resulting in increased customer loyalty.
• Managed customer finances in line with FCA regulations.
• Sold additional products while keeping customer needs the top priority.
• Used CRM systems to track customer data, team performance, and workload distribution