Michaela Marcham

Background

About Michaela Marcham

Customer Service – Implements and develops innovative customer service strategy that revolutionises all businesses she has been a part of. • Leadership – Leads by example and generates new ideas to keep driving the business forward. • Tenacity – Has the determination to overcome obstacles in order to deliver what is required by the business. • Results Orientated – Instils a sense of urgency and a desire to deliver key objectives with a proactive approach to stakeholder and client development. • Negotiation – Effective negotiator who can improve terms without sacrificing product quality, service levels or relationships. • Relationship Management – Builds respect and trust with internal and external stakeholders and colleagues to meet and exceed expectations. • Communication – Influential communicator who adopts style and approach to suit a wide variety of individuals and organisations to gain commitment. • Teamwork – Takes the time to understand individuals in order to create teams where they can play to their strengths. • Development – Actively supports the personal development of team members by streamlining skills in line with business objectives. • Project Management – Has a proactive approach to implementing good leadership standards and core principles, to bring about necessary operational change. • Business & customer process – Experience of mapping business and customer facing process to identify barriers and gaps. Implementing solutions to improve efficiency, customer satisfaction and linked to business KPI’s to measure improvement • Supply Chain/ E commerce & Retail – Store retail management, E commerce supply chain and Engineer repairs stock/ warehouse management experience Top 50 Contact Centre Award 2009 & 2010, National Customer Service Award winner 2010, European Call Centre Award winner 2011, Right First Time Standard 2011 & 2012 and Midlands Excellence: Winner 2012. Lifetime Award Right First Time 2013, Partnership Excellence 2014