Joanne BrownCustomer Resolution Manager TNT
Joanne is a passionate and driven Customer Service professional, with over 20 years experience in delivering outstanding service and quality. Highly skilled in resolving high level customer complaints through root cause analysis, ensuring that quality is key to ‘making our customers love us’. An excellent communicator with proven experience of managing, motivating and developing people. Joanne joined TNT in May 1995 as a company receptionist, and after 2 years in the role joined the Customer Service Contact Centre at Atherstone as a Customer Service Representative. It was from here that she discovered a real passion and natural ability to resolve customer queries. After a number of Team Leader roles in various functions Joanne secured a position with the Customer Service Management Team in August 2010 as Service Delivery Manager, with 10 Team Leaders reporting directly into her. Joanne completed an ILM level 3 certificate in First Line Management in 2012, and a Core Coaching Skills Qualification in 2013, and is currently taking for her ILM level 5 in Coaching and Mentoring, with the aim to have completed by the end of April, 2017. Joanne received an outstanding performance award in 2014,in recognition of; Championing people and self development, displaying and demonstrating excellent leadership, striving for customer satisfaction, generating revenue and delivering quality and results in equal measure. Joanne lives 10 minutes from Atherstone in a small village called Birchmoor, married to Chris for 24 years, with two daughters; Amy who is 22 and who in 2015 graduated from university with a 2:1 in public services, and Freya who is 7 and brings lots of fun and energy to the family.
Learn how effective complaint handling can enhance your reputationA brand new complaint handling conference FDM Group Limited, Cottons Centre, Cottons Lane London SE1 2QG, UK 18th October 2017