Customer-oriented General Manager with 7 years’ experience in Supply Chain Management and extensive expertise in Customer Facing Management Roles. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Skilled in optimizing individual, team potential and performance through effective management and training promoting Best Practice.
Hi, I’m
Andrea Clarke
Henderson Valley,New Zealand
Summary
Overview
21
years of professional experience
Work History
Tri-Star Worldwide Logistics
General Manager
08.2017 - Current
Job overview
- Overseeing management of 3pl Logistics Warehouse/Operations and Customer Services reporting to directors of business.
- Dealing with relocation to our new and larger warehouse.
- Building strong relationships with customers which includes attending monthly customer meetings discussing performance, plans and rates.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and ensure service levels and KPI's are maintained.
- Trained, coached, and mentored staff to support smooth adoption of new Warehouse Management system and Transport management system.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Partnered with vendors and suppliers to effectively manage and budget.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring, and training of team members.
- Scheduled employees for shifts, considering customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Supply Chain Solutions
Customer Service Manager
05.2016 - 08.2017
Job overview
- Managing 2 customer service teams across two sites for third-party logistics company
- Ensuring that inbound and outbound turnaround times are achieved.
- Preparing monthly performance and KPI reports
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company wide.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created and reviewed invoices to confirm accuracy.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
LV= Insurance
Liability Motor Claims Line Manager
11.2011 - 12.2015
Job overview
- Responsible for managing /developing Commercial Liability Claims Team of 16 staff, dealing with commercial motor and large fleet claims.
- Stepping up to cover management of Contact Centre made up of 65-70 staff.
- Cross working with other teams to ensure Service Levels are maintained and best practices are followed.
- Meetings with brokers and resolving issues/concerns when for large fleet clients.
- With additional responsibility of managing FSA Complaints Team.
- Key responsibilities Maintain Service Levels and looking at resource across three teams to ensure best use of resource.
- Checking team and department performance on daily, weekly, and monthly basis.
- Completing staff monthly and annual reviews along with performance management of staff.
- Management of escalated Customer Complaints up to and including Financial Ombudsman Service Level.
- Department SARS requests (Subject Access Requests).
- Reviewed work for quality and compliance with company standards and design specifications.
RBS Insurance
Motor Claims Line Manager
01.2003 - 10.2011
Job overview
- Responsible for managing Motor Claims Team and other Line Managers, together with providing support and holiday cover for Claims Operations Manager within busy Customer Claims Contact Centre for up to 40 staff.
- Resolved issues quickly to maintain productivity goals.
- Reviewed work for quality and compliance with company standards and design specifications.
- Managed internal operational standards and productivity targets.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Wrote and conducted formal performance reviews for Contact Centre personnel.
- Wrote and conducted formal performance reviews for production personnel.
- Updated logs and submitted timely reports detailing activities in line with regulatory standards.
- Utilized data analysis tools to identify and resolve KPI performance.
- Quality Control Audits, providing feedback and coaching.
Education
Farlingaye High SchoolWoodbridge, UK
High School Diploma
05.1985
University Overview
Skills
- Customer Relationship Management
- Problem Resolution
- Inventory Control
- Client Relations
- P&L Management
- Quality Management
- Supply Chain Management
- Project Management
- Workflow Planning
- Staff Supervision
- Contract Negotiations
- Distribution Management
Hobbies and Interests
Hobbies and Interests
- Sport: A healthy body and mind is key for today’s hectic society. I enjoy a range of activities to keep me healthy which range from running, cycling, and swimming.
- Living life to the full: I love to try new things and over the years I have completed a Glider Pilots Course a Bungee Jumped for charity.
References
References
References are available on requestTimeline
General Manager
Tri-Star Worldwide Logistics
08.2017 - Current
Customer Service Manager
Supply Chain Solutions
05.2016 - 08.2017
Liability Motor Claims Line Manager
LV= Insurance
11.2011 - 12.2015
Motor Claims Line Manager
RBS Insurance
01.2003 - 10.2011
Farlingaye High School
High School Diploma
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