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jobs
Angela Breen
,
KILLINCHY, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
My experience
2018 - 2019
job
Business Manager
Trust Ford.
• Driving the standard in customer care and providing and maintaining high standards of customer satisfaction.
• Providing appropriate financial guidance for small businesses and private customer
vehicle transactions in line with FCA and company requirements.
• Performance managing sales team and helping team to maximise profitability on all
products and stock.
• Identifying customer needs whilst meeting and exceeding those by relationship building
and taking responsibility for resolving customer issues, whilst delivering an exceptional
customer experience.
• Compiling accurate financial forecasts and addressing shortfalls through business action
planning.
• Assist in purchase of new and used stock and management of stock turn over.
• Ensuring all used prepped and displayed in line with company standards and priced
accurately against market.
• Quality assurance checks on all customer deal files.
• Developing marketing strategies to increase business opportunities with central
marketing and senior management teams.
• Management of CRM and ensuring all records are accurate and comply with Data
Protection and GDPR regulations.
• Using CRM to manage lifecycle of customer and increase retention.
• Second facing all customer interactions to ensure no business opportunities have been
missed.
• Communicating effectively with all stakeholders to help increase effectiveness of the dealerships business strategies.
• Providing appropriate financial guidance for small businesses and private customer
vehicle transactions in line with FCA and company requirements.
• Performance managing sales team and helping team to maximise profitability on all
products and stock.
• Identifying customer needs whilst meeting and exceeding those by relationship building
and taking responsibility for resolving customer issues, whilst delivering an exceptional
customer experience.
• Compiling accurate financial forecasts and addressing shortfalls through business action
planning.
• Assist in purchase of new and used stock and management of stock turn over.
• Ensuring all used prepped and displayed in line with company standards and priced
accurately against market.
• Quality assurance checks on all customer deal files.
• Developing marketing strategies to increase business opportunities with central
marketing and senior management teams.
• Management of CRM and ensuring all records are accurate and comply with Data
Protection and GDPR regulations.
• Using CRM to manage lifecycle of customer and increase retention.
• Second facing all customer interactions to ensure no business opportunities have been
missed.
• Communicating effectively with all stakeholders to help increase effectiveness of the dealerships business strategies.
Marketing, CRM, Customer experience, GDpr, Management, Sales, Quality Assurance, Retention, Manager
2016 - 2018
job
Business Executive
Agnew Group Belfast.
Profitably sell a complete a range of financial products to retail customers ensuring a
compliant and profitable sales process is adhered to in line with FCA and company
requirements.
• Offering tailored financial packages and fleet solutions to local businesses.
• Maximising business opportunities by self-generating appointments via a successful
retention process, referral system and marketing strategies.
• Compiling sales reports and business plans for presentation to senior management
during weekly sales meetings.
35 THE BEECHES KILLINCHY, BT23 6WA
CONTACT: 07860566745 EMAIL: breenaa1@sky.com
• Constructing effective business improvement plans and initiatives.
• Communicating new sales campaigns to all sales staff ensuring understanding and implementation.
• Budget control and forecasting, reporting directly to senior management.
• Ensuring relevant staff in dealership adhere to finance house's lending and KYC policies.
• Build relationships with Brand and supporting finance houses.
• Ensuring all front facing staff are FCA compliant by monitoring successful completion of annual compliance tests.
• Assisting Sales Manager in ensuring that all sales leads are followed up and actioned in a timely manner ensuring they are also brought to a close.
compliant and profitable sales process is adhered to in line with FCA and company
requirements.
• Offering tailored financial packages and fleet solutions to local businesses.
• Maximising business opportunities by self-generating appointments via a successful
retention process, referral system and marketing strategies.
• Compiling sales reports and business plans for presentation to senior management
during weekly sales meetings.
35 THE BEECHES KILLINCHY, BT23 6WA
CONTACT: 07860566745 EMAIL: breenaa1@sky.com
• Constructing effective business improvement plans and initiatives.
• Communicating new sales campaigns to all sales staff ensuring understanding and implementation.
• Budget control and forecasting, reporting directly to senior management.
• Ensuring relevant staff in dealership adhere to finance house's lending and KYC policies.
• Build relationships with Brand and supporting finance houses.
• Ensuring all front facing staff are FCA compliant by monitoring successful completion of annual compliance tests.
• Assisting Sales Manager in ensuring that all sales leads are followed up and actioned in a timely manner ensuring they are also brought to a close.
Marketing, Retail, Budget, Forecasting, Management, Finance, Sales, Compliance, Implementation, Monitoring, Retention, KYC, Manager, UP
2016 - 2016
unknown
Distribution Co-Ordinator
Complaints Handler at South Eastern HSC.
Band 4 equiv)
(June 16- Aug 16)
• Working within Complaints Team and assisting with workload.
• Recording of complaints received from clients, caregivers and family members.
• Liaising with relevant boards regarding reconciliation.
• Keeping clients updated with progress and ensuring complaints procedure is being
adhered to.
• Minute taking and recording during complaint conferences chaired by department
heads and attended by complainants and relevant staff.
• Completing Resolution Letters for final sign off from relevant Department Heads.
Distribution Co-Ordinator, 12/14 to 0/16
Pritchitts - Lakeland Dairies - Newtownards
• Inventory Control - managed inventory between sites and ensured stock discrepancies
were investigated and reported to relevant warehouse managers.
• Managed all distribution complaints ensuring that they were brought to a satisfactory
resolution and reported all short-falls identified to Supply Chain Manager.
• Identified complaint trends through route cause analysis alongside building effective
Service Improvement plans.
• Reconciled customer claims and claims made against hauliers.
• Reconciliation of all weekly transport costs via haulier cost reporting (excel)
• Worked alongside Transport and Warehouse teams to ensure all agreed SLA's are met
with customers' orders being delivered on time and in full.
• Analysed the distribution process to evaluate the factors driving results, summarising
results and reported findings back to senior management
• Documented operational efficiencies and assisted Senior Management to lead
warehouse improvement initiatives.
(June 16- Aug 16)
• Working within Complaints Team and assisting with workload.
• Recording of complaints received from clients, caregivers and family members.
• Liaising with relevant boards regarding reconciliation.
• Keeping clients updated with progress and ensuring complaints procedure is being
adhered to.
• Minute taking and recording during complaint conferences chaired by department
heads and attended by complainants and relevant staff.
• Completing Resolution Letters for final sign off from relevant Department Heads.
Distribution Co-Ordinator, 12/14 to 0/16
Pritchitts - Lakeland Dairies - Newtownards
• Inventory Control - managed inventory between sites and ensured stock discrepancies
were investigated and reported to relevant warehouse managers.
• Managed all distribution complaints ensuring that they were brought to a satisfactory
resolution and reported all short-falls identified to Supply Chain Manager.
• Identified complaint trends through route cause analysis alongside building effective
Service Improvement plans.
• Reconciled customer claims and claims made against hauliers.
• Reconciliation of all weekly transport costs via haulier cost reporting (excel)
• Worked alongside Transport and Warehouse teams to ensure all agreed SLA's are met
with customers' orders being delivered on time and in full.
• Analysed the distribution process to evaluate the factors driving results, summarising
results and reported findings back to senior management
• Documented operational efficiencies and assisted Senior Management to lead
warehouse improvement initiatives.
Excel, Management, Service, Manager
2014 - 2014
job
Customer Care Team Leader
Pritchitts- Lakeland Dairies.
35 THE BEECHES KILLINCHY, BT23 6WA
CONTACT: 07860566745 EMAIL: breenaa1@sky.com
• Managing a team of Customer Support staff dealing with client orders, complaints and stock control for a FMCG company, distributing to wholesalers and other businesses
across UK, Europe and international countries.
• Maximising client sales by working alongside UK and international dedicated sales teams
and ensuring fulfilment of orders.
• Monitoring stock between sites and working with planning department to ensure
sufficient stock levels to service customer demand.
• Compile and report on all Customer Service shortfalls and solutions, identified through
complaints monitoring and customer satisfaction levels, to Supply Chain Manager.
• Set targets, workloads, full performance, daily management and development through
staff 1:1's and management information.
• Working with transport and logistics to ensure all customer deliveries are received on
time and in full
CONTACT: 07860566745 EMAIL: breenaa1@sky.com
• Managing a team of Customer Support staff dealing with client orders, complaints and stock control for a FMCG company, distributing to wholesalers and other businesses
across UK, Europe and international countries.
• Maximising client sales by working alongside UK and international dedicated sales teams
and ensuring fulfilment of orders.
• Monitoring stock between sites and working with planning department to ensure
sufficient stock levels to service customer demand.
• Compile and report on all Customer Service shortfalls and solutions, identified through
complaints monitoring and customer satisfaction levels, to Supply Chain Manager.
• Set targets, workloads, full performance, daily management and development through
staff 1:1's and management information.
• Working with transport and logistics to ensure all customer deliveries are received on
time and in full
Customer service, Management, Sales, Service, FMCG, Support, Monitoring, Development, International, Manager
2010 - 2013
job
Complaints Handling Team Manager
Ulster Bank.
(Redundant as part of wide scale bank redundancies)
• Managing a team of 20+ complaint handling staff dealing with Retail Customer's Banking and Service complaints
• IdenZfying trends through route cause analysis and raising these through regional forums.
• Working with regional management and other stakeholders to implement business and service improvement plans to enhance the customer service experience.
• CompleZng Quality Assurance checks to ensure staff are all following FSA guidelines and policies
• Monitoring and report of SLA's and KPI's via management informaZon
• Risk Management and assessment compleZon
• Monitoring customer saZsfacZon and complaint outcomes via customer feedback and call
listening to help increase customer retenZon
• Recruitment and training of new to bank staff
• Staff development through performance management tools and informaZon
• Ensuring adherence to budget control via monitoring of compensaZon levels and daily,
weekly and monthly reporZng to regional head office.
• Dealing with escalated calls and assisZng in the resoluZon of more complex complaints
• Ensuring maintenance of customer confidenZality and bank records
• Managing a team of 20+ complaint handling staff dealing with Retail Customer's Banking and Service complaints
• IdenZfying trends through route cause analysis and raising these through regional forums.
• Working with regional management and other stakeholders to implement business and service improvement plans to enhance the customer service experience.
• CompleZng Quality Assurance checks to ensure staff are all following FSA guidelines and policies
• Monitoring and report of SLA's and KPI's via management informaZon
• Risk Management and assessment compleZon
• Monitoring customer saZsfacZon and complaint outcomes via customer feedback and call
listening to help increase customer retenZon
• Recruitment and training of new to bank staff
• Staff development through performance management tools and informaZon
• Ensuring adherence to budget control via monitoring of compensaZon levels and daily,
weekly and monthly reporZng to regional head office.
• Dealing with escalated calls and assisZng in the resoluZon of more complex complaints
• Ensuring maintenance of customer confidenZality and bank records
Recruitment, Manager, Office, Development, KPI, Assessment, Monitoring, Quality Assurance, Banking, Retail, Service, Management, Customer service, Risk Management, Performance Management, Training, Budget
My education
1994
-
2001
Assumpon Grammar School
Secondary, Maths, English and Science (Minor in Management)
Secondary, Maths, English and Science (Minor in Management)
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