About me

Previously, I was employed at Fossil to review and make changes to the customer service team and processes. This included introducing reporting and writing a complete operations manual from scratch.
SLAs were introduced and through better training and empowerment of the team, calls abandoned went from 12% to 4% in 12 months.
Staff are now cross trained to deal with all aspects of customer service, with specialists in key areas
I manage a team of 23 people including a customer service manager and three team managers.
Delivering great customer service is paramount and everyone we deal with at Fossil should expect to receive a first class service.
My background includes working at Mothercare with many varied parcel carriers and implementing these into the business. I also managed relationships with a large number of external suppliers offering a direct delivery service.
I have worked in one form of customer service or another for most of my working life, starting out as a retail sales assistant.