Amanda Potter

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

(2024-01)

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

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