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Manager - General/Customer Service

Work Experience

June 2002 – present KIT eLearning, Amsterdam
Admissions Advisor June – December 2002;
Marketing Co-ordinator January 2003 – December 2003
Admissions Advisor January 2004 - present
Joined KIT in June 2002 in order to establish myself on the job market in the Netherlands when I moved from the UK. Now seeking a more challenging and responsible role to reflect my skills and previous experience, my pending MBA degree and my improved spoken Dutch.

March 2001 – April 2002 Administration Manager, Databorough Ltd, UK

May 1999 – Feb 2001 Administration Manager, Hall Kinion & Associates, UK

Mar 97 ? May 99 UK Customer Service Manager (Timberland –US based footwear and apparel company)

Managed and re?organised the Customer Service function to develop and implement a strategy of continuous improvement in exceeding customer needs.
Implemented a training and development programme to improve staff motivation and succession planning.
Implemented improved order management procedures to ensure efficient and accurate turnaround of customer orders.
Implemented ongoing improvements in the practical allocation of supply to achieve increased customer satisfaction and stock turnaround.
Restructured the UK's return processing operation, streamlining systems and processes.
Obtained improved IT facilities from the US to enhance communication with consumers and streamline internal processes.

Oct 95 ? Dec 96 National Account Customer Service Manager (Spring Grove Services – a textile rental company – now absorbed into the Sunlight Group)

Strategic role focused on service excellence whilst minimising cost and maximising profit.
Accounts included British Airways, Coca Cola Schweppes, SmithKline Beecham, Daewoo, Granada
Successes included retention of major accounts through improved service levels

April 89 ? Oct 95 General Manager (Spring Grove Services)

Promoted from Customer Service Manager, controlled €7.5m turnover / 2000 customers. Managed 100 staff in Trade Union environment, through management team of 5 [Production Manager, 2 Service Managers, Distribution Manager, Accounts Manager]. Hands on management style coupled with sound team environment ensured that profit was maximised through retention of contracts, pricing, debt control and operational cost control. Successfully implemented major operational changes to meet profit targets.

July 86 ? March 89 Business Manager (Unigate –at the time the largest dairy company in Europe)

Managed 8 distribution depots in the London area through individual management teams with total responsibility for €35m turnover, + €500k profit, 200 staff in Trade Union environment serving 65000 customers
Maximised profitability through sales, debt management and cost control.
Planned and implemented integration of acquired depots.
Developed loss making units to contribute profit.

1970?1986

Variety of roles with Unigate including Senior Buyer, Business Development Manager, Marketing Manager.
Negotiated with major suppliers on packaging, print & food products. Identified and analysed new business opportunities. Responsible for 4 years for the marketing activity for a £60m division of Unigate, including marketing plans, promotional activity, internal communication.

Education

I am currently at the final dissertation stage of my MBA through the University of Liverpool online programme, having already completed the 9 study modules, which included Organisational Behaviour & Business Leadership, as well as Economics, Finance, Marketing and Business Analysis.
I have a Diploma in Management Studies, the Certificate in Professional Competence in National Road Haulage [CPC], together with a Foreign Correspondents Diploma, 3 A level and 9 O levels.
I am a Member of the Chartered Institute of Management and a Member of the Chartered Institute of Marketing.

Skills

Computer Literate, AS400, MS office suite, databases.Communications, team management, managing change, project management, CRM.

Languages

English mother tongue, French (business), German, Dutch

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