Tina Lewis
Summary
Sales/Supply Service Representative (SSR) with a proven track record in B2B supply chain logistics, backed by a strong foundational background in Customer Support & Collections. Currently executing complex ERP order management, managing high-value corporate accounts, and coordinating end-to-end supply chain logistics in the SSR role. Adept at leveraging previous Customer Support expertise to resolve complex operational queries, conduct affordability assessments, and implement FCA-compliant forbearance strategies. Highly skilled at securing sustainable financial outcomes, managing vulnerability, and maintaining compliance across FCA CONC, TCF, and GDPR standards.
Overview
3
3
years of professional experience
Work History
Sales Support Representative
IMCD UK Ltd
05.2026 - Current
- Cross-Affiliate Order Management: Orchestrated end-to-end intercompany order processing, translating purchase requirements from global IMCD affiliates into internal sales orders within the corporate ERP system. [1]
- Supply & Demand Balancing: Coordinated stock allocations between IMCD UK inventory and global entity demands, ensuring optimal stock availability without causing localized domestic shortages.
- Back-to-Back Order Alignment: Managed back-to-back ordering processes, verifying that affiliate sales orders precisely mirrored factory purchase orders regarding volume, technical specifications, and shipping incoterms.
- Transfer Pricing & Ledger Compliance: Maintained data integrity in multi-currency transactions, ensuring all cross-border intercompany pricing strictly adhered to agreed corporate transfer frameworks and internal compliance protocols.
- Logistics & Customs Coordination: Collaborated with freight forwarders and third-party logistics (3PL) providers to expedite cross-border shipments, managing essential transit, customs, and safety documentation.
- Internal Dispute Resolution: Acted as the primary operational liaison to resolve internal billing variances, order bottlenecks, and delivery delays between the UK hub and international entities.
Customer Support Representative
Intrum UK Ltd
05.2023 - 04.2026
- Managed high volumes of inbound & outbound calls as the first point of contact for customers in arrears, ensuring all engagement was empathetic, non-judgemental, and fully FCA compliant.
- Conducted thorough income & expenditure assessments to determine affordability and create sustainable, tailored repayment plans.
- Applied correct forbearance options in accordance with FCA CONC and vulnerability guidance (FG21/1).
- Supported customers by identifying root causes of missed payments and providing practical solutions to help them regain financial stability.
- Utilised TEXAS, IDEA, and WARM frameworks to manage sensitive conversations with vulnerable customers, ensuring safety, respect, and proper escalation.
- Ensured all customer records, payment agreements, & personal data were handled in line with ICO/GDPR requirements and internal policies.
- Recognised signs of financial hardship, mental health triggers, and safeguarding concerns, escalating appropriately as required.
- Met and exceeded quality assurance standards, regulatory expectations, and performance targets through consistent accuracy and professionalism.
- Collaborated with team members, sharing best practices and contributing to a supportive and compliant culture.
Education
Bachelors in Commerce - Graduate
Osmania University
01-2001
A-Levels - YEAR 11th-12th Grade
St Ann's High School ICSE
01-1998
GCSEs - KS1 - 10th Standard
St Ann's High School
01-1996
Skills
- Microsoft Office tools
- Debt Collection and Arrears Management
- FCA, CONC, TCF, ICO and GDPR compliance
- Vulnerable Customer Support (Texas, IDEA)
- Inbound and outbound contact handling
- Forbearance and Payment Arrangement Agreements
- Income and Expenditure Affordability Analysis
- Empathy, patience, and active listening
- Customer data accuracy and confidentiality
- Root Cause Analysis, Conflict Resolution, and Objection Handling
- Risk Awareness & Regulatory Adherence, Team collaboration
Additional Regulatory Knowledge
- FCA Consumer Credit Sourcebook (CONC)
- Treating Customers Fairly (TCF)
- Vulnerable Customer Guidance (FG21/1)
- GDPR & ICO Data Protection Standards
- Complaints Handling (FCA DISP Rules)
- Payment Services & Consumer Duty Awareness
- Responsible Lending and Affordability Principles
Certifications (optional)
- FCA Compliance Awareness
- GDPR/Data Protection Training
- Customer Service Qualifications
- Mental Health First Aid
- Call Centre / Contact Centre Certifications
Additional Information
In addition to my UK experience, I bring 10+ years of professional expertise from India, specifically delivering high-impact results for US, UK, and Australian clients. Full career history, project details, and professional references are available upon request."
References
- Available upon request.
Timeline
Sales Support Representative
IMCD UK Ltd
05.2026 - Current
Customer Support Representative
Intrum UK Ltd
05.2023 - 04.2026
Bachelors in Commerce - Graduate
Osmania University
A-Levels - YEAR 11th-12th Grade
St Ann's High School ICSE
GCSEs - KS1 - 10th Standard
St Ann's High School