Jenna Coombes

Customer Services Projects Manager for Direct Healthcare Group: To achieve excellent levels of Customer Service and operational efficiency, through leadership of all Customer Service based projects. As the Customer Service Project Manager, I am responsible for the planning and execution of projects. Whilst also being the key UAT Tester for all Customer Service Projects. • Coordinate and manage projects related to improving overall customer service. • Develop and implement strategies that enhance customer experience and satisfaction. • Identify and address customer service issues and concerns, and work to find solutions. • Communicate with customers and stakeholders regarding project updates and progress. • Collaborate with cross-functional teams to ensure project goals and objectives are met. • Prioritise project tasks and delegate responsibilities based on team strengths. • Analyse customer feedback and data to identify opportunities for improvement. • Set project timelines, track progress, and adjust plans as necessary to meet objectives. • Conduct regular training and coaching sessions with teams to improve customer service skills. • Ensure compliance with customer service policies, procedures, and standards.

• Delegate work to the customer services team to ensure all calls and correspondence are handled in the appropriate manner and within the set timescales, in order to meet or exceed customer expectations. • Monitor the performance of our team members and provide relevant coaching/training on a regular basis, ensuring all tasks are completed daily in line with company standards, processes, and expectations. • Ensure one to one meeting’s with team members are held on a monthly basis and assist the Customer Services Manager with completion of the annual appraisal process. •Deputises as department Manager, in the absence of the Customer Services Manager. • Fully competent to check all sales orders and quotations put on by the team, including UK and International, as per our quality procedures.. • Extensive use of Microsoft Dynamics AX, D365, Outlook, Excel, Word, PowerPoint, Power BI, Teams, OneX, Wildix Portal Telephone system, Kundo. • Handling complaints and customer feedback as well as customer returns. • Maintains financial records by obtaining appropriate purchase order information and processing any required adjustments prior to invoicing. • Work with appointed Engineers and Drivers to achieve required service level agreements and to communicate any issues with the patient, carer, nursing teams or equipment coordinators. • Produces reports for other areas of the company and customers as requested. • Produces sales, service and rental quotations as requested for our UK and International customers. • Processes sales orders accurately, checking each customer’s trade agreements, lead times and pricing for UK and International customers. • Processes rental orders including installs, collections, maintains/breakdowns. • Processes Service calls for purchased equipment, taking appropriate action based on warranty information. • Professionally deals with sensitive information whilst adhering to the Data Protection Act.

• Answer all enquiries received into the department, within the defined timescale and in an efficient and friendly manner. Providing accurate and informative resolutions by telephone, email and letter. • Contribute towards the effectiveness of the department's QMS documentation. • Resolve product or service problems by clarifying the Customer Query; determining the cause of the problem; selecting and explaining the best resolution and auctioning to ensure satisfactory resolution. • Maintain financial records by obtaining appropriate purchase order information and processing any required adjustments prior to invoicing. • Explore all sales leads, close all possible sales or forward to the regional Account Manager as appropriate. • Accurately enter full information onto the Company I.T. system and appoint activities to the correct Driver or Engineer. • Continuously seek to improve processes and efficiency for both the customer and Talley. Encompassing a 'handle once only' approach. • Extensive use of Microsoft Dynamics AX and D365, Outlook, Excel, Word, PowerPoint, Power BI, Teams. Also, OneX and Wildix Portal Telephone system, Avaya IP Office – Phone Manager, TomTom Work - Webfleet, Soti Mobi Control • Prioritise and clear all workload on a daily basis, as far as possible, and communicating upwards any problems or obstacles delaying completion. • Professionally deal with sensitive information whilst adhering to Data Protection Act • To work with appointed Engineers and Drivers to achieve required SLA's and to communicate any issues with the patient, carer or nursing teams. • Exceptional work ethic. • Obtained and maintained extensive understanding of products to knowledgeably answer staff and customer queries. • Excellent telephone manner with the ability to be compassionate, caring and empathising with patients and their families. • Train new staff on customer service procedures and company policies, improving team performance.

• Answering and resolving customer enquiries and demonstrating ownership of the problem. The amount of calls I answered daily varied from between 15-35. • Proactively reviewing customer accounts and finances when they called, to identify and resolve any future problems before they arise. • Enhancing the overall customer relationship with British Gas. • Responding to queries and complaints raised by customers in a polite and friendly manner. • Investigate and resolve routine customer enquiries at first point of contact, ensuring the delivery of an efficient and effective service to the customers. • Identify opportunities where appropriate, to enhance the customer experience through accurately promoting and selling the benefits of our products and services. • I took each complaint fully on board, located the problem, come to a resolution, and added value through sales. • Empathise with the customer where appropriate, and ensure the customer always feels valued. Other responsibilities: • Managing teams of between 10-15 people when needed. I can provide feedback and help to colleagues, supporting their individual needs. I can lead by example which encourages others to participate and join in with team activities in and out of work. • I was also floor support for around 100+ colleagues. This involved helping with the systems/programs used such as SAP and Siebel but also being able to simplify complex enquiries and to apply logic to enquiries that fall outside of the normal process.