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Experienced customer service consultant
Laura Shelley
,
Forest Row, United Kingdom
Experience
Other titles
Skills
I'm offering
I offer customer service consultancy which advises businesses on ways to improve their customer satisfaction and engagement. Services include:
A full service business analysis where time is spent in the business and a report is provided with recommended procedural or cultural changes. If required, we can assist with managing the implementation of these recommended changes.
Assistance with staff development and performance management in order to empower employees and provide them with the necessary skills to deal with customers efficiently and with a tone which is appropriate for the given business.
Assistance with recruiting the best people for customer facing roles, including CV screening and interview preparation.
A mystery shopping service for the business, to enable them to see themselves through a customer’s eyes. From there, we can offer assistance with how to action points that are raised in a mystery shopper’s report.
Other ad hoc projects accepted upon request.
A full service business analysis where time is spent in the business and a report is provided with recommended procedural or cultural changes. If required, we can assist with managing the implementation of these recommended changes.
Assistance with staff development and performance management in order to empower employees and provide them with the necessary skills to deal with customers efficiently and with a tone which is appropriate for the given business.
Assistance with recruiting the best people for customer facing roles, including CV screening and interview preparation.
A mystery shopping service for the business, to enable them to see themselves through a customer’s eyes. From there, we can offer assistance with how to action points that are raised in a mystery shopper’s report.
Other ad hoc projects accepted upon request.
Markets
United Kingdom
Links for more
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Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2019 - ?
job
Director
Dellan Consulting.
Founder of Dellan Consulting, and independent customer service consultancy. Offering:
● A full service business analysis where time is spent in the business and a report is provided
with recommended procedural or cultural changes. If required, we can assist with managing the implementation of these recommended changes.
● Assistance with staff development and performance management in order to empower
employees and provide them with the necessary skills to deal with customers efficiently
and with a tone which is appropriate for the given business.
● Assistance with recruiting the best people for customer facing roles, including CV screening
and interview preparation.
● A mystery shopping service for the business, to enable them to see themselves through a
customer's eyes. From there, we can offer assistance with how to action points that are
raised in a mystery shopper's report.
Other ad hoc projects can be taken upon request.
Client Services Manager
Office Concierge, London
Nov 2014 - Oct 2018
Managing two Account Managers, and ultimately responsible for 50 reception contracts across
London, including 30 St Mary Axe (The Gherkin), Kings Place, and portfolios for Regent Street
Management Direct and Derwent London as well as high profile corporate clients.
Duties and experience include:
● Attending new business meetings and assisting with set up of new contracts.
● Monitoring performance and identifying any areas of concern. Following up with HR or
feeding back down to staff through Account Managers.
● Resolving any financial queries and liaising with clients for any additional payments
required or outstanding invoices.
● Reporting to Operations Director and using discretion to escalate concerns when
necessary.
Executive Assistant to the Directors
Office Concierge, London
● A full service business analysis where time is spent in the business and a report is provided
with recommended procedural or cultural changes. If required, we can assist with managing the implementation of these recommended changes.
● Assistance with staff development and performance management in order to empower
employees and provide them with the necessary skills to deal with customers efficiently
and with a tone which is appropriate for the given business.
● Assistance with recruiting the best people for customer facing roles, including CV screening
and interview preparation.
● A mystery shopping service for the business, to enable them to see themselves through a
customer's eyes. From there, we can offer assistance with how to action points that are
raised in a mystery shopper's report.
Other ad hoc projects can be taken upon request.
Client Services Manager
Office Concierge, London
Nov 2014 - Oct 2018
Managing two Account Managers, and ultimately responsible for 50 reception contracts across
London, including 30 St Mary Axe (The Gherkin), Kings Place, and portfolios for Regent Street
Management Direct and Derwent London as well as high profile corporate clients.
Duties and experience include:
● Attending new business meetings and assisting with set up of new contracts.
● Monitoring performance and identifying any areas of concern. Following up with HR or
feeding back down to staff through Account Managers.
● Resolving any financial queries and liaising with clients for any additional payments
required or outstanding invoices.
● Reporting to Operations Director and using discretion to escalate concerns when
necessary.
Executive Assistant to the Directors
Office Concierge, London
Service, Founder, Manager, UP, Contracts, Monitoring, Office, Development, Implementation, Business Analysis, Reception, Contracts, Customer service, Performance Management, Management, Consulting, Interview
2013 - 2014
job
Working closely with the Operations Director
unknown.
duties involve:
● Creating reports based on operational statistics and KPIs, deciding on the best way to display the data, analysing and summarising the key findings for the Director.
● Attending internal and client meetings, following up on subsequent projects and communicating feedback to all relevant parties.
● Liaising with heads of department to ensure timely execution of projects and deadlines.
● Assisting with new business development and implementation of innovations.
● Creating reports based on operational statistics and KPIs, deciding on the best way to display the data, analysing and summarising the key findings for the Director.
● Attending internal and client meetings, following up on subsequent projects and communicating feedback to all relevant parties.
● Liaising with heads of department to ensure timely execution of projects and deadlines.
● Assisting with new business development and implementation of innovations.
Business development, Statistics, Implementation, Development, UP
2013 - 2013
job
Customer Experience Manager
unknown.
Mobilising a new contract of 8 high profile office buildings in the West End, owned by the Crown
Estate.
● Recruiting suitable operatives.
● Ensuring constant upholding of 5* service through regular site visits and observations.
● Conducting regular performance and grooming assessments and one to one meetings.
● Circulating positive, as well as constructive feedback.
● Liaising with Head Office on any operational or HR matters.
● Attending regular client meetings and feeding back any relevant information to the operatives.
● Motivation of lone working team members.
● Organising team development and social events.
Reason for leaving: Progression within company
Estate.
● Recruiting suitable operatives.
● Ensuring constant upholding of 5* service through regular site visits and observations.
● Conducting regular performance and grooming assessments and one to one meetings.
● Circulating positive, as well as constructive feedback.
● Liaising with Head Office on any operational or HR matters.
● Attending regular client meetings and feeding back any relevant information to the operatives.
● Motivation of lone working team members.
● Organising team development and social events.
Reason for leaving: Progression within company
Customer experience, Service, Motivation, Development, Office, Team development, Manager, Social
2012 - 2013
job
Reception Manager
Dorset Square Hotel, Firmdale Hotels.
Mobilising the front office department of a new boutique hotel opening, responsible for recruiting the team, setting up procedures, pre opening training, assisting other departments and planning
to ensure the hotel was ready for opening.
My ongoing duties were to manage a team of 12, comprising reception, reservations, concierge
and nights teams, including 2 other managers and 2 supervisors. This involved:
● Interviewing and selecting candidates for any vacancies.
● Ongoing training and development within the department.
● One to one meetings and appraisals.
● Monthly team meetings.
● Monthly manager's meetings.
● Profit and loss review.
● Processing timesheets for payroll.
● Weekly and monthly reports.
● Planning and implementing rotas for whole front office department.
● Inspiring and motivating the team.
● Dealing with any guest complaints as well as circulating positive feedback.
In addition to my daily duties, I participated in a Management Development Programme in Leadership, which included modules in assertive communication, spotting talent, building
relationships and performance management.
Reason for leaving: Wanting to gain experience in corporate sector
to ensure the hotel was ready for opening.
My ongoing duties were to manage a team of 12, comprising reception, reservations, concierge
and nights teams, including 2 other managers and 2 supervisors. This involved:
● Interviewing and selecting candidates for any vacancies.
● Ongoing training and development within the department.
● One to one meetings and appraisals.
● Monthly team meetings.
● Monthly manager's meetings.
● Profit and loss review.
● Processing timesheets for payroll.
● Weekly and monthly reports.
● Planning and implementing rotas for whole front office department.
● Inspiring and motivating the team.
● Dealing with any guest complaints as well as circulating positive feedback.
In addition to my daily duties, I participated in a Management Development Programme in Leadership, which included modules in assertive communication, spotting talent, building
relationships and performance management.
Reason for leaving: Wanting to gain experience in corporate sector
Training, Management, Performance Management, Leadership, Reception, Development, Office, UP, Manager, Processing
2009 - 2012
internship
Graduate Management Trainee
Firmdale Hotels.
I was one of over 500 applicants selected to fill 6 positions on the Management Training
Programme. The two year programme was divided into four six month placements,
covering operational and supervisory roles in the front office and food and beverage
departments.
● In addition to the full time placements, in my first year I was part of a team of 5 people
who organised the annual staff summer party for 450 people. My main areas of responsibility were for the budget during the planning stage and to be overall coordinator
on the event day. The event was regarded as a huge success by senior management. In the
second year I was part of a team of 4 people who were responsible for the first stages of
recruitment for the new intake of graduate trainees. This involved promotion of the programme, CV screening and telephone interviews. Our work resulted in the successful
recruitment of a record 7 new graduate trainees.
● After successfully completing my 2 year training programme I spent a further 6 months as
Reception Supervisor in order to gain further experience in a front office role, until a
suitable management position became available. This position included assisting the Front
Office Manager with weekly and monthly reports, profit and loss report training,
disciplinary procedures training as well as creating and promoting departmental
incentives.
Reason for leaving: Progression within company
Programme. The two year programme was divided into four six month placements,
covering operational and supervisory roles in the front office and food and beverage
departments.
● In addition to the full time placements, in my first year I was part of a team of 5 people
who organised the annual staff summer party for 450 people. My main areas of responsibility were for the budget during the planning stage and to be overall coordinator
on the event day. The event was regarded as a huge success by senior management. In the
second year I was part of a team of 4 people who were responsible for the first stages of
recruitment for the new intake of graduate trainees. This involved promotion of the programme, CV screening and telephone interviews. Our work resulted in the successful
recruitment of a record 7 new graduate trainees.
● After successfully completing my 2 year training programme I spent a further 6 months as
Reception Supervisor in order to gain further experience in a front office role, until a
suitable management position became available. This position included assisting the Front
Office Manager with weekly and monthly reports, profit and loss report training,
disciplinary procedures training as well as creating and promoting departmental
incentives.
Reason for leaving: Progression within company
Training, Event, Budget, Management, Reception, Recruitment, Coordinator, Office, Manager
2009 - 2009
job
Customer Services Representative
Swarovski UK Ltd.
A maternity cover position working in the customer service department of the UK head
office for Swarovski.
● Duties involved complaint handling and resolution via telephone, email and letter, as well
as responding to general enquiries and directing the customer appropriately.
● Excellent product knowledge as well as an ability to identify and respond accordingly to genuine cases was required.
Reason for leaving: Fixed term contract
office for Swarovski.
● Duties involved complaint handling and resolution via telephone, email and letter, as well
as responding to general enquiries and directing the customer appropriately.
● Excellent product knowledge as well as an ability to identify and respond accordingly to genuine cases was required.
Reason for leaving: Fixed term contract
Customer service, Service, Office
2007 - 2008
job
Front Desk Agent
Hotel Elysee.
First point of contact for guests at a 4* boutique hotel in Manhattan, both by telephone
and in person.
● Duties included taking reservations, dealing with complaints/enquiries and a large amount
of concierge work.
● Achievements included an excellent rapport with many repeat guests and favourable
recognition from families/individuals whose trips I helped to plan. I always received
positive reviews from management and was advised that I could have been promoted had
I not been moving back to the UK.
Reason for leaving: Moving back to UK
and in person.
● Duties included taking reservations, dealing with complaints/enquiries and a large amount
of concierge work.
● Achievements included an excellent rapport with many repeat guests and favourable
recognition from families/individuals whose trips I helped to plan. I always received
positive reviews from management and was advised that I could have been promoted had
I not been moving back to the UK.
Reason for leaving: Moving back to UK
Management, Agent
2006 - 2007
job
Customer Services Representative
Allied Respiratory, East Grinstead.
● Working in the call centre for the South East area's supplier of home oxygen.
● Duties included placing repeat orders, ensuring that any emergencies were dealt with appropriately and dealing with customer complaints.
Reason for leaving: Temp contract, left to go travelling
● Duties included placing repeat orders, ensuring that any emergencies were dealt with appropriately and dealing with customer complaints.
Reason for leaving: Temp contract, left to go travelling
Go
My education
2003
-
2006
University College London
Bachelors, Law
Bachelors, Law
2001
-
2003
Reigate Grammar School
N/a, N/a
N/a, N/a
1996
-
2001
Sackville Community College
Secondary, Maths
Secondary, Maths
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