Claire Willis

Examiner
DISC Type : sc

Customer Service Team Lead - Project Manager - Process Improvement experience at looking for new opportunity

Livingston, Scotland, United Kingdom

Overview

Claire is an enthusiastic Customer Service Team Lead with extensive experience in process improvement and project management. She is skilled in developing staff through effective coaching and driving strategic objectives, having reduced inbound call volume by 300k at British Gas.

Outside of her professional life, Claire shows an interest in continuous learning, as evidenced by her attendance at a "Menopause in the workplace" event and following Harvard Business Review.

People often call her professional, knowledgeable, approachable, motivated, and a brilliant team leader.

Personality Overview

Process Oriented

Unexpressive

Overcautious

Being observant comes to them naturally.  They are heavily focused on quality and prefer doing things the right way, even if it takes time. The only way to convince them is by showing them examples and ample proof.

Topics They Care About

Process Improvement
Claire has significant experience in process improvement, having reduced call volumes and increased accuracy in previous roles.
Team Leadership
She is recognized for her strong motivational and team-building skills, developing staff through coaching and managing performance effectively.
Customer Experience
With a background as a Customer Service Team Lead, Claire focuses on enhancing co-operative relationships and managing customer expectations.

Media Appearances

Claire has no verified media appearances

Work History

11-2020
Customer Service Team Lead - Project Manager - Process Improvement experience at looking for new opportunity
2-2015
Process Manager, Process Improvement and Project Support at British Gas
7-2014 - 3-2015
Process Improvement Analyst, Feed In Tariff at British Gas
2007 - 7-2014
Customer Service Team Leader at British Gas
2001 - 2007
Trainer at British Gas

Education

1990 - 1992
HNC from Dundee College
9 O levels / Standard Grades from Websters High School

More Information

Social Presence :

Prographics :

Exp : 26 Location : Livingston, Scotland, United Kingdom Job Level : Senior Designation : Customer Service Team Lead - Project Manager - Process Improvement experience at looking for new opportunity
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Insights For Selling To Claire

During A Call Or A Meeting

DO's

  • Spend time addressing concerns around risk and change, they will have them even if they don't express them
  • Ask them which other stakeholders would be important for this purchase decision
  • Expect them to be vague in response to your questions, ask firmly and pointedly

DONT's

  • Avoid getting into storytelling mode, especially when they ask specific questions
  • Don't rely on relationship building even if they act pleasantly
  • Don't use phrases like 'do not worry', 'i promise' etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Claire is

  • Proof of usage by others in the industry, case studies showing ROI are likely to work the best with them.
  • Will you ever get a clear answer from Claire

  • They are unlikely to say no, it's better to stop yourself once you have exhausted all the options.

Insights For Deal Planning

    How fast (or slow) will Claire move?

  • They are some of the slowest movers and take their time reaching decisions.
  • Can Claire take some risk or not?

  • They have very low acceptance of risk even if they do not say it directly.

You And Claire

Personality Compatibility


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