Caroline

CAROLINE

A high performing consultant with experience in modernising and managing large front and back-office support functions including customer service and sales operations across various geographies. Leading key change and business transformations including implementation of SaaS products such as Salesforce. Setting up Global Shared Service Centres and developing and implementing strategies to enhance Customer Experience whilst reducing cost to serve and supporting business growth.

 

One of my strengths is having the ability to develop forward looking strategies whilst at the same time step into the details when it matters most. Instilling a “Can do attitude” across my teams; often turning the impossible into the possible. I strive to make a difference, through my energy and passion, which has resulted in delivering exceptional results across various leadership roles for over 20 years. This has been predominately in the Building Management Industry but also in Financial Services, Packaging and Commercial flooring focused on sustainability. My transferrable skills have enabled me to work across multiple business sectors.


Signature strengths: Woo, Competition, Self-assurance, Analytical & Achiever

Key achievements

  • Developed and delivered a shared service strategy to better serve the field organisation in Europe and North Africa to improve CX and reduce cost to serve for a large multi-national (560 million) saving $2.2 million annualised.
  • Transforming and leading the Customer Care Operation across Europe and the Middle East for a $1 billion company with full P&L and Sales responsibility for key strategic accounts totally $90 Million Dollars – increase in sales of 5% YOY
  • Key Strategic Leader for developing and driving the Customer Experience strategy across the Business, leading to improved customer journey and business improvements and reducing cost to serve.
  • Transforming and leading the Customer Success and Sales Operations Teams across Europe, Middle East, North Africa- Circa of 110 people across six key regions. Managing 35,000 calls a month, 60 support services delivered, over 40,000 transactions a month.
  • Led Customer Service integration following acquisition – achieved reduction in workforce of 10%
  • Project managed the Order to Cash project for our North Asia business centred out of China – significantly improved service delivery and reduced headcount by 25%
  • Multiple transformation projects - Re-located and hired a new UK Customer Experience Team focused on driving improved customer focus through improved call handling – cost reduction of £100k a year.
  • Re-built and transformed the Southern European team in Paris to improve Customer Experience – region went on to win the best KPI performance award for 2020.

CORE COMPETENCES

 

Program & Project Management, Change Management, LEAN Management, Leadership, Customer Service, Stakeholder Relationship Management, Operational Management, Process Mapping, S&OP, KPI’s, SLA’s, Strategic Planning, Continuous improvement, BCP, Customer Experience, Coaching, People Development, Shared Service, Business Transformation, Order to Cash, CRM, Customer Journey Mapping, NLP, Account Management


"Caroline possesses the powerful combination of people focus and process discipline. She is very customer orientated, both internal and external, and brings practical solutions and structure to any organisation. She also has excellent project and change management skills. She is a very genuine, hard working and honest individual who would add value to any customer orientated organisation."

Nigel Stansfield

"Dedicated to customer-focus and service excellence, Caroline works hard to ensure the 'voice of the customer' is incorporated into business strategies. A great collaborator and team-player, she values the opinion of others which results in her plans being both widely accepted and achievable. Caroline brings energy, creativity, and future-thinking to the table, together with a pragmatic, down to earth approach. On top of that she is a genuinely nice person and a joy to work with."

Karen Lambert

"If you’re determined to transform your business to deliver the best Customer Experience in your market, look no further than Caroline and Lynn. They combine years of expertise with a sharp eye and endless energy and ideas to help you really stretch your company objectives using a collaborative and inspiring approach. With their support you can ensure your goals and ways of working will always be customer centric, and result in very real enhancements to both your customer’s experience and your commercial performance." 

 Emir Sedat

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