Amanda Potter

Currently in redundancy process

National Accounts Executive (Internal Promotion) - EF-Group - Manchester

(2024-01)

Currently in redundancy process

• Manage key customer accounts, acting as the primary contact for service delivery, queries, and complaints
• Deliver end-to-end complaint resolution, ensuring timely outcomes and high customer satisfaction
• Use CRM systems and Excel to track account activity, manage cases, and monitor performance
• Conduct detailed investigations, identifying root causes and implementing effective solutions
• Maintain strong client relationships, supporting retention and long-term partnerships
• Work to strict SLAs, deadlines, and performance targets
• Produce reports on customer activity and complaint trends to support business decisions
• Manage escalations professionally, protecting customer relationships and service reputation
• Responsible for induction training for Account Managers

Customer Service Manager (Internal Promotion to National Accounts Executive) - EF-Group - Manchester

(2001-01 - 2024-12)

• Manage high-volume complaints and service queries across multiple high-turnover contracts
• Lead end-to-end complaint handling, ensuring timely, fair, and policy-compliant resolutions
• Utilise CRM systems to track, manage, and monitor cases, maintaining accurate audit trails and reporting
• Act as senior escalation point for complex and sensitive customer issues
• Consistently meet SLAs and performance targets, maintaining high service standards
• Analyse complaint trends and produce reports to support continuous service improvement
• Build strong relationships with customers and stakeholders through clear, professional communication
• Collaborate cross-functionally to deliver efficient, customer-focused outcomes

Care Assistant → Assistant Manager → Regional Manager (Various Internal Promotions) - Employer Name

(1992-01 - 2001-12)

Progressed through roles due to strong performance and a consistently customer-focused approach

• Manage and respond to complaints and concerns from families and clients with empathy and professionalism
• Maintain accurate and compliant records of interactions and outcomes
• Support effective issue resolution through escalation and team coordination
• Complete required regulatory notifications to Ofsted/CQC where appropriate
• Deliver high-quality service in a fast-paced, customer-facing environment
• Manage 60+ staff and deliver all internal training

NVQ Level 4 - Health & Social Care (Adults) - City & Guilds

NVQ Level 4 - Registered Manager Award (Adults) - City & Guilds

NVQ Level 3 - Health & Social Care (CYP) - City & Guilds

RMCC Level 4 - CYP - City & Guilds

CMS Qualification - Scholarship & Student of the Year - Edexcel

D32 & D33 Assessor Award - City & Guilds

NVQ Level 2 - Equality & Diversity - NCTE

GCSEs