Lisa Hampson-Tindale
Auckland,AUK
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Demonstrated track record of achieving organisational goals and objectives. Excellent interpersonal skills, working well with others in both supervisory and support staff roles.
Overview
34
34
years of professional experience
Work History
National Customer Care Manager
Kuehne + Nagel
09.2020 - Current
- Management of the Import Customer Care Team, Export Customer Care Team, Business Development Managers & Implementation Specialist
- Handle complaints, providing appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution
- Created customer support strategies to increase customer retention
- Supervise daily operations and sales functions to maximise revenue, customer satisfaction, and employee productivity
- Conduct training and mentor team members to promote productivity and commitment to exceptional customer service
- Schedule and attend meetings with customers and prospective customers as requested
- Organise daily workflow and assess appropriate staffing to provide optimal customer service
- Build client relationships by responding to enquiries, identify and assess clients' needs, resolve problems, and follow up with potential and existing clients
- Develop new employees and on-going performance assessment of current employees
National Pricing Manager
Kuehne + Nagel
11.2015 - 09.2020
- Establishment and implementation of the National Pricing Team, rolling it out to the internal and external customers
- Maintain and strengthen carrier relationships with regular visits
- Drive customer excellence by establishing processes and procedures to provide timely responses to rate requests within agreed timeframes
- Drive business growth through assisting with gaining new business, retaining and further developing existing accounts
- Seek out internal/external customer feedback to drive improvements
- Acted as a resource in problem solving and providing guidance for pricing team, customer service and sales staff in relation to area of expertise and responsibility
- Maintained excellent relationships with other internal departments and service providers including key suppliers
- Developed pricing strategies by taking the lead on pricing global and local RFQ's
Key Account Manager
Kuehne + Nagel
05.2014 - 11.2015
- Responsible for a portfolio of 30 existing key accounts that moved import/export airfreight and seafreight
- Built and maintained strong client relationships to drive business growth and increase share of wallet
- Developed thorough understanding of key clients' needs and requirements to prepare customised solutions when required
- Developed and delivered presentations to key customers to position new products and services developed by the global team
- Ensure quarterly sales targets set by Sales Manager are met by regularly reviewing quotations and customer performance
Senior Trade Assistant - USA
Oceanbridge Shipping Ltd
07.2012 - 05.2014
- Assisted USA Trade Manager with various daily tasks which improved productivity and resulted in better efficiency for the Trade
- Responsible for all import seafreight shipments from USA, Canada, South Africa and South America including cross trade shipments
- Co-ordination of all weekly FAK shipments, moving cargo from across the USA into our Los Angeles hub for both retail and wholesale customers
- Providing quotations for customers, negotiating rates with overseas Agents and shipping lines
- Checking rates on all shipments on a weekly basis that move through the USA trade for profitability and accuracy
- Answering enquiries and keeping customers updated on their shipments by providing status reports
Corporate Customer Services
Oceanbridge Shipping Ltd
09.2010 - 07.2012
- Responsible for all aspects of order management for one large retail customer, including placing bookings on overseas agents, monitoring and tracking shipments
- Keeping annual rate cards updated and providing spot quotations when required for airfreight and seafreight shipments
- To document, resolve, analyse all complaints and then identify, share and eliminate root causes
- Establish and strengthen customer relationship through daily interactions, visits and pro-actively advising and consulting to ensure customer satisfaction
Business Development Manager
NZ Express Ltd
02.1993 - 10.1996
- Identified and prospected new business airfreight and seafreight customers
- Responsible for rate negotiation with overseas agents and local suppliers, providing quotations and pricing to new and existing customers
- Retention of existing customers by regular visits and establishing relationships with key decision makers
- Promotion of new products and services offered by overseas agents to NZ customers
- Regularly review sales performance based on sales targets set by National Sales Manager
Sales Executive
Owens International Ltd
11.1991 - 02.1993
- Identified and prospected new business customers with a focus on import and export seafreight business
- Retention of existing customer portfolio and focus on increasing share of wallet by establishing relationships with key decision makers
- Generated new business with company marketing initiatives and strategic plans
- Negotiated and closed long-term agreements with new clients in the assigned Auckland territory
Sales Executive
TNT International Ltd
10.1989 - 11.1991
- Responsible for monitoring and pursuing sales leads generated by inside sales team for import and export services, catering to both airfreight and seafreight customers
- Rate negotiation with overseas offices and local suppliers including shipping lines
- Successfully met sales targets by cultivating strong connections with both prospective and existing customers.
- Collaborated closely with the customer services team to ensure customer requirements were met
- Regular visits with customers to review service and rate levels and feedback to the Sales Manager
Education
Certificate in Management - Business Management
Auckland Institute of Technology
Auckland11.1993
Skills
Leadership
Coaching
Change Management
Cross-functional Collaborations
Communication
Customer Relationship Management
Creative Problem Solving
Conflict Resolution
Tennis, Gym, Walking, Travel
I enjoy staying fit and active and love to travel with friends and family.
Timeline
National Customer Care Manager
Kuehne + Nagel
09.2020 - Current
National Pricing Manager
Kuehne + Nagel
11.2015 - 09.2020
Key Account Manager
Kuehne + Nagel
05.2014 - 11.2015
Senior Trade Assistant - USA
Oceanbridge Shipping Ltd
07.2012 - 05.2014
Corporate Customer Services
Oceanbridge Shipping Ltd
09.2010 - 07.2012
Business Development Manager
NZ Express Ltd
02.1993 - 10.1996
Sales Executive
Owens International Ltd
11.1991 - 02.1993
Sales Executive
TNT International Ltd
10.1989 - 11.1991
Certificate in Management - Business Management
Auckland Institute of Technology
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