Loreal Brown

Senior Customer Service Advisor @LRQA

US

Responsible for ensuring a positive customer journey by providing specialistrelationship management support as a named advisor, from planning tocertification production through to invoice.Prioritise, plan and ensure completion of customer activity from planning tocertification production through to invoice, in line with or ahead of agreedbusiness SLAs (ensuring that utilisation for FTE colleagues vs subcontractorsis optimised and that travel time, assessor competencies/ activity codes,usage of subcontractors are taken into account).Take responsibility to ensure effective and timely invoicing of accountsensuring that BOS is updated with the right notes and purchase order./Liaise with the invoicing team to ensure effective and timely invoicing ofaccounts.Work collaboratively across all SDS teams, escalating tasks as required. Takeownership for resolving customer queries escalated from other SDS teams.Demonstrate exceptionally strong client facing capabilities and behaviourswith a keen focus on customer service quality.Champion customer needs and manage/ anticipate customer complaints tosupport a positive experience.Proactively support the promotion of the portal by engaging with customersto ensure that they can use all aspects of the tool. Escalate operationalissues as appropriate.Responsible for the accuracy and completeness of data in BA & IS systems (inline with internal procedures, contractual requirements, cost structures andbudget constraints) within or ahead of agreed SLAs to support smoothdelivery of resource and invoicing.Build and maintain excellent relationships through proactivecommunication and action, ensuring contractual requirements andcustomer expectations are understood and refer opportunities for newbusiness as appropriate.Proactively respond to queries within or ahead of agreed SLAs and escalateservice delivery issues as appropriate to the relevant manager.

Houston City College

Associate of Science - AS, Biology/Biological Sciences, Histology Tech

Texas School of Business-North

Accounting