Debra Wheatley

Customer Service & Sales Support Manager @Sp Services Uk

Telford, GB

I lead a small but high-performing team of Customer Service Agents and Business Development Managers, driving both service excellence and sales growth in a fast-paced medical supplies environment.Since joining, I have: • Cross-trained the entire team to improve efficiency, continuity, and eliminate single points of failure — ensuring service delivery is maintained during absences. • Raised our customer satisfaction ratings significantly through process improvements and a consistent, client-focused approach. • Set and managed KPIs, identified talent, and implemented performance improvement plans where needed. • Streamlined the team structure, removing a part-time role without impacting service levels. • Prepared and won 70% of all tenders applied for, contributing directly to business growth. • Supported the wider management team with staffing, process improvement, and mentoring, sharing best practice across the Williams Medical Group.My focus is always on building resilient teams, removing operational bottlenecks, and delivering a service that customers can rely on.