Stacey Adams
Bellshill,UK
Summary
Accomplished professional with extensive expertise in performance monitoring, issue resolution, and management. Demonstrates strong leadership and team development skills, excelling in transport and logistics operations. Proficient in route planning, time-critical deliveries, and stakeholder management. Over a decade of experience in account management, auditing, compliance, and customer service management. Adept at working independently under pressure while maintaining excellent communication and problem-solving abilities. Committed to enhancing organisational efficiency through senior administration and compliance expertise.
Overview
1
1
Certification
1
1
year of post-secondary education
16
16
years of professional experience
Work history
Customer Service Manager
Langdons
Bellshill, Scotland
2017.01 - 2026.07
- Promoted into a management role within a specialist chilled and frozen logistics operation. Led customer service, driver liaison, and administration functions while supporting transport planning and operational delivery across the business.
- Key Responsibilities & Achievements:
- Lead and manage a team of administrators, overseeing daily dispatch, tracking, and debriefing of vehicles in line with company procedures
- Maintain On-Time-In-Full (OTIF) delivery performance of 98%+ across time-critical chilled and frozen deliveries
- Act as senior point of contact for customer service escalations, achieving first-contact resolution on 85-90% of delivery queries
- Build and maintain relationships with key customers, contributing to high customer satisfaction scores and repeat business
- Serve as the primary liaison between drivers, customers, planners, and warehouse teams to ensure seamless daily operations
- Allocate and manage daily workloads, improving administrative turnaround times
- Support transport planning by coordinating UK-wide routes, contributing to improved route efficiency and reduced delays
- Ensure all drivers depart fully briefed and on time, supporting 95%+ on-time departures
- Provide real-time driver support, resolving access issues, delays, and delivery challenges to minimise service disruption
- Handle 200-300 inbound and outbound calls per week, maintaining professional and effective communication
- Investigate delivery issues, damages, shortages, and temperature deviations, reducing customer complaints by approximately 25%
- Monitor vehicle tracking and temperature compliance, maintaining 100% compliance with food safety and transport regulations
- Work closely with senior management on performance reporting, service improvement initiatives, and operational reviews
- Train, onboard, and coach new and existing staff, contributing to improved team performance and retention
Administration Assistant
BSL Credit Union
Blantyre
2013.09 - 2015.10
- Processed customer loans and managed member accounts
- Cash handling and financial administration
- Managed customer correspondence, including debt collection via email and letter
- Organised and distributed internal mail
Administration Assistant
Celtic Football Club
Glasgow
2010.09 - 2013.10
- Managed weekly carpool rotas and booking of events and business travel
- Processed managerial expenses accurately and efficiently
- Liaised with maintenance teams to coordinate repairs and site upkeep
- Provided reception and switchboard cover
Education
GCSE - English, Maths, French, Biology & HE
Larkhall Academy
HNC - Childcare
South Lanarkshire College
2014.01 - 2015.01
Skills
- Performance Monitoring & Issue Resolution
- Management
- Team Leadership & Staff Development
- Route Planning & Time-Critical Deliveries
- Microsoft Office (10 years)
- Disclosure Scotland member
- Account Management (10 years)
- Excellent Communication & Problem Solving
- Supervising experience
- Stakeholder & Account Management
- Leadership
- Transport & Logistics Operations
- Auditing & Compliance (10 years)
- Able to work independently and under pressure
- Customer service
- Customer Service (10 years)
- Customer Service Management
- Senior Administration & Compliance
- Organisational skills
Certification
- Mental Heath 1st aider
- HNC Childcare
- Full UK Driving Licence (clean)
- SVQ Business Administration
Timeline
Customer Service Manager
Langdons
2017.01 - 2026.07
HNC - Childcare
South Lanarkshire College
2014.01 - 2015.01
Administration Assistant
BSL Credit Union
2013.09 - 2015.10
Administration Assistant
Celtic Football Club
2010.09 - 2013.10
GCSE - English, Maths, French, Biology & HE
Larkhall Academy