Helen Bell

A committed results driven Customer Experience Manager with extensive experience drawn from various industries. Skilled in developing long term relationships with a global customer base, where English is not always their first language. My career started in the Royal Air Force where I was given the opportunity to travel globally, and co-ordinate international RAF events, moving both colleagues and equipment around the world.

It was a natural transition when I joined civilian life to work in customer facing roles. I use my people and negotiating skills to get the best from my team, and to drive customer satisfaction, retention and revenue. I mentor my team with passion and energy to drive results.

Head of Customer Experience / HR at Teknek (2018-09 – Present)

Part of the ITW Limited. Managing customer experience and HR functions.

• Manage Customer Experience Team.
• Manage one onsite Field Service technician who travels throughout Europe.
• Manage Chinese service team via the China manager.
• Working to defined KPI's on meaningful customer contact and to generate incremental revenue.
• Be the customer champion, and be the voice of the customer.
• Work with the Managing director to implement and lead the Teknek customer experience strategy, to optimise customer interaction, driving satisfaction, loyalty, and retention.
• Cross-Functional Leadership - Collaborating across the Teknek departments to ensure a unified approach to customer experience.
• Cross-Functional Alignment: Collaborate the Product management, Sales, Engineering, Production to ensure a consistent, unified Teknek brand experience.
• Responsible for overseeing and managing the overall experience of customers using the Teknek brand.
• Ensure that customers have a positive and satisfactory experience at every touchpoint throughout their journey.
• Ensuring CX team have adequate mentoring, upskilling and the autonomy they need, to ensure CX delivery is met and maintained.
• Resolving escalated customer issues and complaints in a timely and effective manner
• Identify and understand that each customer has specific needs, and develop bespoke communication lines, i.e. do they prefer to be phoned, emailed, WhatsApp, how often etc.
• Ensure that the team are using the CRM.
• Test new strategies to increase the Customer lifetime value (e.g. promoting other Teknek products, testing new promotions)
• Customer Feedback - Meet with customers on site in Europe to gain direct feedback on the Teknek experience, use this feedback to improve what Teknek offer and drive incremental sales.
• Visit customer sites in Europe and perform machine audits to drive incremental consumable sales.
• The ability to manage multiple customer conversations and priorities simultaneously.
• Lead and support business and continuous improvement to drive the Teknek CX experience.
• Ensure that the key distribution channel, have the support and communication lines that they need to support their Teknek customers (e.g. access to information, product guidance, technical support)
• Manage the HR function of the company.

Office & Facilities Manager at Bees Nees Media (2016-06 – 2018-09)

Overseeing the daily operations for a small independent TV Company. Bees Nees Media is no longer trading. Manager Ian Macleod has now retired.

• Reason for leaving: Accepted the role at Teknek which offered more career prospects.

Office and Customer Services Manager at Espresso Adesso (2004-04 – 2016-06)

Overseeing the daily operations for an independent coffee company. Espresso Adesso is no longer trading. Purchased by Miko Coffee an international coffee brand.

• Reason for leaving: Role was changing after acquisition. I decided to take a role in Glasgow where I was not driving for over 2 hours to work and back each day.

Office Manager at Cadzow Engineering (2001-04 – 2004-04)

• Reason for leaving – Got married and moved to Paisley.
• Travel to and from work was unsustainable.

RAF at Royal Air Force (1991 – 2001)

• Performed RAF duties internationally.
• Reason for leaving - contract ended, I had no aspirations to complete a 24-year service.