Lisa Haylar

Leadership: Led and mentored the Customer Service team, improving case response time from 7 days to 1 day.

Account Management: Managed key customer and distribution accounts, ensuring efficient handling of high-value orders.
Continuous Improvement: Initiated and led workshops, driving enhancements in customer response times and first-time fix rates.
Business Development: Identified and secured new business opportunities, collaborating with the development team.
Cross-Functional Collaboration: Worked closely with planning, logistics, finance, and sales teams to streamline operations in complex areas such as Aeronatuical.
Salesforce Champion: Represented the EU in the global Salesforce development programme, training staff and implementing improvements.
Teamwork: Fostered a collaborative environment, coordinating with various teams to meet service level agreements, achieving a 98% on-time delivery rate.
Operational Efficiency: Played a pivotal role in improving operational efficiency and customer satisfaction, leading daily operations calls and developing motivational reports that boosted team productivity by 20%. Reduced tech support resolution time from 5 days to 1 day.

Service Desk Management: Established and led the Service Desk, overseeing quotes, tenders, and customer interactions, achieving a 95% customer satisfaction rate.
Customer Satisfaction: Implemented a robust customer complaints procedure and managed satisfaction surveys, enhancing customer experience by 30%.
ISO Certification: Prepared and maintained documentation for ISO9001:2015 & ISO14001:2015 certifications, ensuring 100% compliance and quality standards.
Training and Development: Directed training programmes, fostering team development and skill enhancement, resulting in a 20% increase in team productivity.
Client Relations: Attended key customer sites to resolve issues, strengthening client relationships and trust, reducing issue resolution time by 40%.
Operational Efficiency: Increased customer billing and productivity, significantly improving SLA response times by 50%.
Achievements: Successfully awarded ISO9001:2015 & ISO14001:2015 certifications, demonstrating commitment to quality and environmental standards.

Service Desk Management: Established and led the Service Desk, overseeing quotes, tenders, and customer interactions, achieving a 95% customer satisfaction rate.
Customer Satisfaction: Implemented a robust customer complaints procedure and managed satisfaction surveys, enhancing customer experience by 30%.
ISO Certification: Prepared and maintained documentation for ISO9001:2015 & ISO14001:2015 certifications, ensuring 100% compliance and quality standards.
Training and Development: Directed training programmes, fostering team development and skill enhancement.
Client Relations: Attended key customer sites to resolve issues, strengthening client relationships and trust.
Operational Efficiency: Increased customer billing and productivity, significantly improving SLA response times by 50%.
Achievements: Successfully awarded ISO9001:2015 & ISO14001:2015 certifications, demonstrating commitment to quality and environmental standards.

Customer Service Department Setup: Established the Customer Service department, documenting and developing Standard Operating Procedures (SOPs).
Team Leadership: Led a team, playing a key role in strategic planning activities.
Client Relations: Acted as the single point of contact for major client queries, ensuring seamless communication and resolution.
Project Delivery: Successfully delivered numerous projects, implementing major processes and improvements.
Process Implementation: Founded and implemented Service Level Agreements (SLAs) and quality control processes.
Online Ordering System: Developed and managed the Online ordering system, enhancing customer accessibility and satisfaction.

Team Management: Led a team of 20 field staff, ensuring optimal resource utilisation and coordination.
Escalation Procedures: Developed and implemented effective escalation procedures, reducing issue resolution time by 50%.
Project Management: Successfully carried out project work, resolving 95% of complex issues on the first attempt.
Client Relations: Acted as the single point of contact for major customer queries and issues, achieving a 98% customer satisfaction rate.
Customer Satisfaction: Consistently met and exceeded customer requirements, improving resolution times by 40%.