Sharon Ward
Tamworth,Staffordshire
Summary
I have strong experience in people management, coaching, and leading through change and transformation. In my current role within a fast-paced manufacturing environment, I have been involved in key change projects, including supporting a company merger that aligned UK and European customer service processes, and being part of the core team that implemented a new CRM system across the business. These experiences have required me to manage change effectively, gain team buy-in, and support colleagues through new ways of working. I thrive in a fast-moving environment, enjoy daily challenges, and take pride in seeing projects through from start to finish. I believe the experience I have gained at IPL Schoeller would enable me to make a valuable contribution to Harvey Performance and support its exciting challenges ahead. Seasoned professional with focus on customer service management and team leadership. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.
Overview
16
16
years of professional experience
Work history
Customer service manager
IPL Schoeller
Tamworth, Staffordshire
2023.07 - Current
- Demonstrated leadership skills in managing diverse teams.
- Contributed to a company merger over the last 12 months by supporting the integration of UK and European customer service functions and aligning operational processes.
- Member of the core team that delivered the implementation of a new CRM system across the business and provided training to customer service teams within the UK and Europe.
- Implemented training programmes, enhancing team capabilities.
- Improved operational efficiency by identifying areas of improvement.
- Collaborated cross-functionally for seamless service delivery.
- Managed challenging situations to ensure customer satisfaction.
- Oversaw daily operations, ensuring optimal performance.
- Fostered a supportive environment through active team management.
- Streamlined processes for improved team efficiency.
- Coordinated hiring, recruitment and training strategies to build successful customer service team.
Customer service representative
IPL Schoeller
Tamworth, Staffordshire
2021.08 - 2023.07
- Managed high volume of inbound calls for quick resolution of customer issues.
- Streamlined processes through efficient record keeping.
- Performed administrative duties contributing towards smooth site operations.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Processed orders promptly ensuring positive shopping experience for customers.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Customer service representative
Univar speciality consumables
Tamworth, Staffordshire
2016.06 - 2021.07
- Managed high volume of inbound calls for quick resolution of customer issues.
- Streamlined processes through efficient record keeping.
- Enhanced communication channels through regular updates on company policies and promotions.
- Processed orders promptly ensuring a positive shopping experience for customers.
- Collaborated with sales team to maximise product visibility and sales.
- Developed strong relationships with customers in the automotive business fostering brand loyalty and repeat business.
- Assisted customers with varying questions using product knowledge and service expertise.
Customer service representative
Brake Brothers
Tamworth, Staffordshire
2010.03 - 2016.06
- Participated in team meetings sharing best practices for improving service delivery.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
Education
High School Diploma -
Wilnecote High School
Skills
- KPIs setting and tracking
- Developing cs policies
- Interpersonal sensitivity
- Staff training and development
- Customer retention
- CRM Software proficiency
- Motivational leadership
- Customer Service
- Leadership skills
- Customer relationship building
Affiliations
When I am not working I am a division commissioner for Girlguiding in Tamworth. Which involves looking after 450 plus girls between the ages of 4 - 18 and 120 plus adult volunteers. I have held this role for 3 years, I also run a local brownie unit and next year will be my 20 year anniversary.
Timeline
Customer service manager
IPL Schoeller
2023.07 - Current
Customer service representative
IPL Schoeller
2021.08 - 2023.07
Customer service representative
Univar speciality consumables
2016.06 - 2021.07
Customer service representative
Brake Brothers
2010.03 - 2016.06
High School Diploma -
Wilnecote High School