Customer Service Delivery

CURRICULUM VITAE

Candidate: Mrs. Véronique Reader – Available now

Tel: 077******** –email: ****************@*******.***

Address: Southampton (Flat 49 SO17 1LA), Hampshire (able to commute)

English as native, French/Dutch mother tongue, conversational German

Degree: Master’s Business Administration (MBA).

Marketing/sales/business development/accounts management: I was responsible for the various technological accounts for which I developed market awareness through partners (main UK retailers), face-to-face and media, online digital channels (i.e., Facebook and others). Leadership of accounts and teams of agents, staff at retailers (our partners) to ensure we all worked according to the brand targets. Focus and knowledge management to display control and confidence in the quality brand/account I represented.

My years of experience have paid as I successfully converted customers’ interests into sales to achieve the targets the brands did set for all teams. I was responsible to develop a region which I successfully did before the Pandemic, but I aspire to develop on a national scale and abroad.

Learning Development management/OD: In the retail sector and other sectors I worked in.

I ensured that staff/contractor had the knowledge required to work on new campaigns and thus continuously acquiring new skills.

Nursing/home care/care home management. My experience in management and care leadership is very good since I worked for Adult social care personalisation (Putting People First) agenda at the Southampton City Council (2 years) and in various nursing/care homes (Dementia Care) in the last 2 years.

Quality Service delivery:

Professional self-starter, eager to succeed in an innovative, value creation environment and environments promoting teamwork, team building spirit and delivering quality built on trusted Relationship with all partners and staff. Sector: Health and care environment. Technical sales.

Flexible attitude, successful communicator and top achiever. Projects management and administration, Accounts management, Marketing and business development, General Management, Supply chain management, Data management, logistics, Planner, Financial management. Executive management support. Efficiency, saving search and business development management skills.

Outstanding business relations building, stakeholders and partnership management talents as I have 10+ years’ experience in those skills as well as top PA executive management support in Southampton Council, European Space Agency and private organisations.

Excellent customer support and outstanding communication skills to enable targets achievement.

Robust knowledge and experience of HR in the UK and abroad to manage people on a global scale throughout my career.

Leadership, analysis, impact and performance management are my assets.

Excellent management and IT support (Microsoft Office, Word, PowerPoint, Excel) - good Excel skills and Microsoft Office management.

Languages: French, Dutch and German.

Available for an interview now and work.

EDUCATION

Translator in Brussels.

Management and IT support.

MBA OUBS, Milton Keynes, UK 1994 with very strong Finance and HR strategy component.

Staff performance and management.

Diploma of Professional Management OUBS, Milton Keynes, UK 1991 Certificate of Professional Management OUBS, Milton Keynes, UK 1990

Diversity trained and communication, HR management training while at the Southampton City Council.

EXPERIENCE:

Covid-19 led me to work in temporary contracts until I find a permanent role.

2022 summary

10/01/2022 - 10/04/2022 at Molecular dimensions - Sheffield - UK - remote as Data coordinator/analyst for the global market and the French Market. I worked mainly with IT project managers and developers to adapt the laboratories Molecular bought to the changes. I worked for the IT strategy office in the USA remotely from home. The company in the USA thought I was employed too early as they encountered numerous problems with other companies than French before embarking on the French market. During my employment, I witness and supported the changes in the business and IT as I supported and assisted the project managers in a challenging and growing period. We worked according to schedules as much as we could, but our customers teams were in a learning process which was completely new to them which slowed down the process of going further abroad like in French for which I was employed.

1/07/2022 - 31/07/2022 at Hepburn BioCare Ltd - Southampton - as Supply chain - stock and coordinator in the logistics process/planning. I worked with the logistics team to ensure goods were dispatched on time to the right address in a global environment. I ensured we had to right level of stock in our various third parties' warehouses. I closely worked with the accounts on that task.

Supporting the supply chain, I quoted our customers for the goods to be transported where-ever they wanted as we worked with cruises (big ships) and yachts all over the world. I ensured the quotes where accepted and the goods produced (just in time management) to be best efficient location to be despatched and arrived at the delivery address on time for an agreed price.

I also supported the Monaco office and director of accounts to ensure the good working of our processes in the yacht sectors which was run differently than the cruises sector. I communicated daily with the Monaco office which required the French language as well as English.

The Monaco office did not deliver enough work for me to be kept on a permanent basis. They, basically, realised they had enough staff to cover the workload as it is a small company headed by Margaret Hepburn in Monaco.

The other job at PEI-Genesis - distributor of electric adaptors to the marine, defence and other sectors, might be of relevance. I was employed as French Representative to ensure the customers who emailed and phoned received correct quotes for an agreed and reasonable price as I worked in a very competitive environment. I worked temporarily while a colleague was in sick leave for an operation. I quoted and invoiced the French customers for about £60,000 while I was employed at PEI. I also worked with the German and English teams to support and help them out.

August 2021 – now: Westacre nursing home in Winchester – role: care assistant. Tasks: responsible for the process management and reporting, assisting the care management team and support management of residents and their families. I currently work part-time at Westacre. Being trained at NVQ level 2 and fire marshal. Very aware to manage the CQC requirements to manage a best-practice service, safe and risk averse for the benefit of all. List of my accreditations available on request. Home management support. Team support.

June 2021 – July 2021: Pei-Genesis in Southampton – French representative on temporary contract.

April 2021 – May 2021: Hannover Group – Mayflower court – care home. Care assistant.

November 2019 – April 2021: Brands representative for various commercial agencies such as N20 and I2I marketing – I worked on small temporary contracts.

Prior Covid-19 summary

I have worked as an excellent account manager for the various brands accounts, I represented during the last 10 years in the South Region of England.

As you will read in my CV, I have started as personalisation programme manager with marketing and business development responsibilities (i.e. Putting People First) at the Southampton City Council, transforming adult social care services across the organisation using marketing tools such as marketing brochures : paper and online, online marketing reports across internal teams as well as face-to-face meetings with our staff and the public, our end-customers for their engagement into the transformation and change of our services delivered to them.

I also worked with the NHS to combine our services and extend it to our third sector organisation and private service providers.

After these 2 years, due to reorganisation, my team was made redundant. Therefore, I searched for work into marketing and sales to develop my skills further in more commercial environments with Samsung, HP, Lenovo and then Bosch for which I became their regional manager for South England region.

Marketing: In my roles, I used both face-to-face and the online channels to reach my targets continuously. I used various software (internet, Microsoft, Apple, Android and platforms such as Facebook as well as TV adverts to ensure our marketing campaigns delivered the impact required.

I developed in my roles due to my network amongst the general public and the key UK retailers I closely worked with to enable their campaigns' engagement on a continuous basis.

My focus apart from marketing was building new sales pipelines by adapting fast to the new markets demands. It could be the emergence of new customers or presenting new products to existing customers as better tailored to their needs. I worked very hard to that aim and trained my teams to achieve their goals too as we worked together. I was in the end the account holder for the South (like a regional manager for marketing and sales) as I successfully converted pitches into sales.

March 2019 – November 2019: BOSCH/RMG (TUPE – end of contract November 2019 due to Bosch new strategy): then COVID-19.

Territory Ambassador/Regional Manager for the Southwest region, regional impact level management: growing the Southwest Region. Sales and financial expert. Penetration of markets for brands.

Strong role therefore key managerial and sales/business development, financial management, marketing expertise needed (my assets).

High level management support

Top level administration, communication and commercial, people and HR management skills from strategic to operations and both aligned for professional running of the company/brand.

High level interactions. Finance management and support to financial director.

Busy diary management.

HR management. Payroll management.

Culture change management.

Outstanding leadership skills management (level of management depending on the task).

Excellent planning and organisation skills to prioritize workload.

Effective coaching, communication skills to manage people and business relations management.

Sales management and regional growth according to targets.

- Responsible for the Bosch account, business development, sales and compliance of all Bosch products within the allocated region (30 John Lewis and Curry’s stores).

- Top business relationship building with high level stakeholders and industries.

- Communication management.

- Staff performance management and recruitment.

- Stores staff and partners training and I am responsible to maximise sales, to solve any issues such as store non-performance, stock replenishment, stock management, manufacturer brand compliance management, customer service and sales management as agreed with Bosch and the partners/retailers.

- Supply management.

- Special events and campaigns promotions management.

- Reporting details of the day to my management using an app on computer, iPad and smart phone.

May 2016 - February 2019: Channel Assist/Bosch: Marketing, business development, account management, products sales manager. HR management on all HR aspects. TUPE to RMG above.

Reports management using various forms of IT such as Excel and Microsoft Office daily to help my senior managers and directors in their decision-making process.

• - new project/national commercial campaign management. Communication and business development - sales leadership management in partnership with our national retailers such as John Lewis and Curry/PC World. Fixed term contract until February 2019.

HR /Team leadership and support was key to our success as we experienced a high staff turnover. Challenges were high, change had to be continuous, and people needed to transform themselves to follow pace. Training/coaching staff management.

• Robust skills: Top sales achievement in the UK. Outstanding office administration skills including Microsoft Office experience for daily reporting on a regional basis.

• Targets always reached due to my focus on the task. Key analysis of data to quickly report to our senior managers/directors as we work in a very competitive environment.

• Project management/activities coordination.

• Market knowledge and proactive analysis delivered.

Interactive daily reporting to senior managers/Director to facilitate their decision-making process.

Outstanding and proactive clients’ relationship management, astute and focussed communication of new branded products campaigns with excellent sales marketing activities/research to improve marketing and business growth plans, customers insight and sales team leadership. Compliance management and staff coaching.

September 2015 - May 2016: McCurrach Ltd, sales/marketing agency, HP Marketing, product sales specialist - expert - at Retailers in Hampshire (Curry’s/ PC world) - (new) Business Development and customers business services relationship management, account management. Sales team leadership to achieve best sales figures in the UK/South.

• Campaign activities organisation and improvement recommendations, new IT products/ services presentations and strategies implementation in collaboration with our retailers’ managers and staff to maximise their sales (all parties included in the supply chain: the brand, the retailers, the sales agent).

• Staff motivation, performance management to achieve sales maximisation (brand targets).

• Team Leader: Communication management, Staff training and manager/business relations management.

• Robust Market research and analysis, surveys creation, implementation.

• Strong problem-solving skills to find solutions for our clients and their customers.

February 2015 - September 2015: N2O Brands Marketing, Sales consultant - N2O - Brand Activation agency (sales maximisation) in the Food / drink sector at Tesco/Morrisons and in Health sector at Boots and others in Hampshire (Tesco): Open contract as sales consultant.

Strong HR component to keep our clients satisfied and not lose the contracts.

• New projects sales specialist and lead communicator since 2010 still on-going on a monthly/day contract. Top team leader in the UK (Silver grade working towards Gold as it is a new system).

• Marketing and sales strategies aligned: Promoting “the feel good" message at Boots, Brands’ message promotion at Tesco (electricals and electronics, food/drinks), products’ benefits as well as Excellence in customer service delivery.

• Team trainer and motivator to achieve top targets as requested by the brands.

• Presentation and demonstration of new products across the store and recommendations for improvement according to high pre-set targets.

• Strong market research skills as well as data analysis on the various brands campaigns success rate and future campaigns planning.

December 2013 - Feb 2015: Retail Marketing Group Ltd (RMG), Lenovo Technology Sales Specialist/ Account Manager, new business development, (Lenovo - previously IBM) at Curry’s/PC World in Hampshire via RMG (partnership). Company: Retail Marketing Group (Lenovo reseller). Hardware/software: Microsoft and clouds products/services.

• Top Account Manager achieving sales of up to 10K or more per week using face-to-face and cold calling.

Benefiting from trusted clients and store managers, staff relationships to increase customer spend. Team leader: Brand ambassadors management to ensure full targets achievement. Strong HR component to avoid losing the contracts.

• Branding + PR + Marketing activities + Strategy, Supply Chain management/pricing. Marketing Research and analysis towards recommendations for improved processes, store staff and field-sales staff knowledge and their performance improvement.

September 2012 - December 2013: Blue Square Marketing Ltd (BSM), Samsung Account Manager (Samsung), strong HR component as huge project, new business development, sales consultant at John Lewis, Tesco and Curry’s/PC World in Hampshire and Berkshire via BSM (partnership).

Company: Blue Square Marketing (Samsung reseller). Hardware/software: Microsoft and Clouds products/services.

• Top Account Manager achieving sales of up to 60K per week - starting from 0 as no brand awareness available on those new products (Existing brand, new products, new markets) - the challenge of my fast-paced learning curve (10 days) has paid off.

Understanding of my new environment and adaptability skills were outstanding due to my focus on the task and effective people management.

December 2011 – September 2012: CPM Business Development Manager Company: CPM - (HP, Unilever (food/drinks) at various retailers /stores + EE mobile technology campaigns at Asda in Hampshire. Partnerships management. Sales management.

August 2011 – December 2011: Business/People development manager/Change Lead Communicator: Consultant in growing SMEs on how to build-up and improve teamwork/collaboration in call centres and links across all depts. Team building and re-design towards the company growth and new goals (targets). Staff training and staff performance improvement plans in the view of increasing staff motivation towards new targets. Creation of a new mind-set to win new businesses and maintain current ones.

April 2011 – August 2011: N20, brand activation. Brand ambassador. Sales and marketing role.

March 2009- March 2011: Southampton City Council Transformation of Health and Social Care Projects Support Officer. (Full time), service commissioning department, community care.

High level support at director level.

• Projects support, Personalisation/Putting People First project launch. Research, Business Analysis and Bank of Knowledge Creation/Business Intelligence, Customer service creation/helpdesk management to help staff to cope with changing policies.

HR management and teams support across projects in a transformation exercise.

Change culture management created and implemented.

Projects coordination, management and support across the organisation and partners.

• Workshops for change organisation and Culture change management creation. Team leader to achieve transformation of services at customer service level. Culture change management implementation to achieve better Value for Money across the organisation.

Achievement: Successful launch of Putting People First Project(s), Personalisation agenda in Southampton. Team motivation and performance improvement while transforming our workplace.

2007- 2009: CPM Business Development manager - promotion of new products on the UK market with the brands, sales agencies and UK retailers. Strong projects management skills and communication/marketing/sales skills developed to achieve targets for all parties. Team leader to organise great promotional campaigns and achieve high brands targets.

2007: Call centre advisor in the billing/financial services at British Gas. CRM management.

1997 - 2007: OUBS, DCU and other universities Lecturer in Management and Economics. Associate lecturers team manager across Europe to ensure great cooperation with all lecturers, harmonisation of lectures and marking.

1987 - 1997: ESA Projects management and operations coordinator: EUROPEAN SPACE AGENCY, ESA.

• Management of PA’s, finance and contracts. People management (60+)

• Top leadership and communication skills as I had to interact at ministerial level and with top industry partners in the view of ensuring activities coordination according to programme office.

• Excellent planning and organisation skills from projects creation through to launches.

• Projects management, activities coordination of multiple expensive projects (£100m).

Huge savings initiated by me. Team management: 60 staff.

• Head of Department support, HR management (Europe and global), team motivation / outcomes impact and financial accounts management, financial control, accountancy, costs accountancy, contracts management, business analysis.

Achievements:

Successful satellites’ launches while supporting my teams and personal research work/analysis leading to savings of up to 2 years of work.

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