chelsea meakin-richards

I am solely responsible for the real-time resourcing to the Mercedes Benz UK call centre and nationwide Mercedes technicians. I effectively resource 40 colleagues for the Mercedes Benz call centre and manage 65 technicians at roadside to ensure hours are placed correctly to meet customer demand. Alongside this i provide overflow support for RAC patrol resourcing which covers the UK and Ireland.

As a Relationship Manager for Business Banking, I managed customer portfolios across both Lloyds Bank and Halifax Bank of Scotland. I worked at the heart of the Business Banking team and provided customer service that exceeded expectations every time. I managed high volumes of financial activity in a fast-paced, risk-based corporate environment and ensured I met both our customers' unique requirements and their individual means. I worked to sales, risk and service targets and proved my ability by following policies and procedures while conducting natural, evolving and engaging conversations. Identified and investigated variances to financial plans and forecasts by interpreting financial results. Analysed budgets, financial reports and projections for accurate reporting of financial standing. Created an analytical framework for identifying and developing financial growth opportunities. Improved supply chain processes by implementing cross-functional efforts in customer service and repair operations.

The key aspect of my role at was to provide an exclusive level of service for the banks Premier customers. My main duty was to provide a resolution for transactions that the customer was wishing to dispute or enquire about. Each enquiry differed so I had to be familiar with all procedures that were laid out by HSBC, MasterCard and Visa ensuring that all information given to the customer was correct at all times. As well as a telephony based customer services role, there were several amounts of infill work that needed to be completed daily, this ranged from letters being sent out to customers and adjusting amounts on internal and external accounts just to name a few. I made sure my individual targets were met, as well as teams for the bank to keep being the Centre of Excellence.