LinkedInTracey Greaves

Tracey Greaves

Customer Service Officer at HSBC Bank

Location
Reading, United Kingdom
Industry
Telecommunications
Previous
  1. Motorola
Education
  1. Queen Mary's College
Recommendations3 people have recommended Tracey
336connections

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Queen Mary's College

Queen Mary's College

Business Managment

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Background

Summary

Senior Operations Manager qualified in Business Management with over 18’ years experience in leading Operational Teams across global territories in a blue chip company. Expertise in Sales and Operations strategy development with both strong communication and organizational skills.

Specialties:Sales and Operational Planning, Customer Service, Oracle Demand Planner, SAP, Business Objects, Six sigma yellow belt. ISO9000 auditor

Experience

Customer Service Officer

HSBC Bank
– Present (4 years 5 months)

Senior Customer Operations Manager for Central and Eastern Europe, Middle East Africa Israel Busines

Motorola
(2 years)

• Supporting the Growth Markets General Manager, Sales and Distribution organization through the compilation of Operational processes, analysis, and the presentation of Growth Europe demand requirements.
• Providing a regional Planning and Analysis function - setting Area Sales Targets together with the Regional General Manager, reconciling these against market sizes and shipments.
• Monitor sales performance against commitments set by senior management, reporting this on a regular basis.
• Have complete command and understanding of the Sales and Operational Planning for both short and long term
• Actively manage the opportunities, summarising issues and making recommendations as to courses of action for issues as they arise and strategies to eliminate risk.
• Management of the Regional Operations Team, Customer Care and Order Processing teams, to drive the Sales and Operations Planning process and customer satisfaction.
• Management of the virtual teams for our region within the Distribution Centres, Order Processing, Operations Analyst, Program and Product Marketing, Finance, Credit, European Headquarters, Sales, Local customers and Customer Support, Transportation in the best interest of our customers.

Senior Business Operations Manager for Central and Eastern Europe Business

Motorola
(1 year)

• Complete command and understanding of the financial outlook of the business within the current quarter.
• Effective working knowledge of Shipments, Order Books and Outlook Opportunities vs Plan by account and by product.
• Actively manage the outlook, summarising issues and making recommendations as to courses of action for issues as they arise and strategies to mitigate risk.
• Championing the regional position to make sure we get what we need to succeed - being able to substantiate and quantify.

Operations Manager for Emerging Markets

Motorola
(2 years)

• Supporting and representing Emerging Markets PCS Sales and Distribution through the compilation, co-ordination, analysis, forecasting, and presentation of, Emerging Markets demand requirements.
• Development of controlled Operational processes, to ensure the effective execution of Customer demand, and the maximization of Customer expectations.
• Managing the Emerging Markets Regional Operations /Customer Care teams, to drive the Sales and Operations Planning process and customer satisfaction.
• Managing the Emerging Operations team through the development and implementation of consistent operations processes to ensure integrity of all Emerging Markets reporting, effective and timely support for all Operations Analysts.
• Reporting of sales forecasts and Customer opportunities, devise and develop appropriate gap analysis in order to drive the Operations Team to meet the regional sales objectives.
• Liaising with Distribution, Order Processing Group, Finance, Factories, European Headquarters, Sales, Local customer support and Logistics in the best interest of the Emerging Markets targets and customer requirements.

Operations Manager for North Europe and MEA

Motorola
(3 years)

• Managing overall Business Operations function within Northern Europe, Middle East, Turkey and Africa with the clear objective of achieving the regional targets of Units, NSAD and Margin.
• Providing a regional Planning and Analysis function - setting Area Sales Targets together with the Regional General Manager, reconciling these against market sizes and shipments.
• Preparing and presenting of detailed Business Plans and figures at management reviews.
• Negotiating pricing requests and allocations with EMEA Pricing Team.
• Managing product allocations/prioritisation with EMEA Business Operations.

Customer Care Manager for MEA

Motorola
(3 years)

• Managing the Forecasting Process and Commercial Business for the Middle East and Africa Region.
• Provision of Commercial and Customer Support on all Operational aspects of Account Management. Working closely with the Regions Area Managers, Account Directors, and Market Channels Manager.
• Reviewing and collation of monthly forecasts within Demand Planner ensuring consistency with the bi-weekly Demand Analyser and Customer Opportunities reporting that is submitted to the Southern Europe MEA Operations Director for the purposes of the Head Quarter calls.
• Providing a Customer Service contact for all MEA Customers.
• Monitoring open order status to drive fulfilment in expected timescales and against the Customer requested ship date, twice monthly visits to Distribution Centre.
• Identifying issues and driving resolution through Area Managers, Account Directors, Market Channels Manager and Program Managers.

UK and Ireland Order Management and Customer Care Analyst

Motorola
(6 years)

• Organising and providing weekly conference calls with the in country Sales, Finance and Operations Team.
• Maintaining Order Entry and Management.
• Chasing the customers to ensure that when a COO has been couriered from Singapore that they have the correct tracking numbers and that the documents have arrived.
• Liaising with credit team to release orders/chase LC's/CAD.
• Liaising with factory & chasing orders, CRSD's & SSD's.
• Liaising with factory and transportation.

Skills

  • SAP
  • Business Objects
  • Customer Satisfaction
  • Sales Operations
  • Business Process
  • Shipping
  • Operations Management
  • Six Sigma
  • People Management
  • Cross-functional Team...
  • Process Improvement
  • Supply Chain
  • Supply Chain Management
  • Customer Focus
  • Demand Planning
  • Team Management
  • Logistics
  • Business Management
  • Telecommunications
  • Forecasting
  • Team Building
  • Service Delivery
  • Planning
  • Inventory Management
  • SLA
  • Operational Excellence
  • Performance Management
  • Workforce Management
  • Resource Management
  • See 14+  See less

Education

Queen Mary's College

Diploma, Business Managment

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