I believe my previous background within Sales, Account Management and experience with CRM (Salesforce, Pipedrive, ActiveWhere, IFS), data analysis, reporting and working directly with customers to maximise their investment and their customer journey may be of benefit to your role To name a few examples:
- Account Management: Being part of the sales team I was the main point of contact for a number of construction related clients. I developed a full understanding of their requirements to process and fulfil orders. I was the primary lead looking after Amazon and E-commerce channels handling customer queries and complaints.
- Project Support: I was part of the select team deploying Salesforce, playing a key role in providing front-end support, setting up new users and teams with access and permissions, development of Omni-Channel to ensure seamless user experience for customer engagement. My proactive approach acting as main contact for the Customer Support Team and stakeholders ensuring efficient onboarding and ongoing operation success.
- Client Collaboration: I had regular catch-ups with our internal clients and managers, feeding back to our developer and supported with tailoring our Salesforce project to meet their specific needs. This involved understanding their workflows, providing training and offering solutions to enhance the user experience.
- Data-Driven Insights: More recently my work has had primary focus on analysing customer trends, particularly in relation to reviews and feedback through NPS and Trustpilot. Collating data from multiple sources identifying patterns and sourcing any missing information was able to successfully suggest improvement changes that enhanced not only Customer Satisfaction but Customer Support Satisfaction.
Over my eight year employment with Culligan I specialised in not only helping customers with their enquiries but also being point of support across different departments to better streamline interdepartmental solutions. The latter I fully believe aligns with an emphasis on encouraging involvement in various business areas instead of working in silos.
I am eager to bring my analytical and adaptable mindset, dedication and collaborative approach to your team.
