Nellie H.

Sharpshooter
DISC Type : CD

Customer Experience Quality Manager at Wave

Yaxley, England, United Kingdom

Overview

Nellie is a Customer Experience Quality Manager at Wave Utilities, focusing on CX strategy, leadership, and transformation. Described by colleagues as passionate and energetic, she has a history of building strong teams and has successfully increased company sales by 15% in 12 months by establishing new customer service networks.

She is passionate about professional development and upskilling, having completed courses on personal effectiveness and attention control. Nellie actively encourages others in her network to seek out new opportunities for growth and shows a keen interest in supporting her team and engaging with the community.

Unique fact: Nellie helped establish a bespoke European customer experience for a global brand from the ground up.

Personality Overview

ROI Driven

Precise But Practical

Thorough Evaluator

They like to stay in control of the negotiation or defining of the terms.  They do not care very much about building rapport or relationships. They are less concerned about the product and more about its potential impact.

Topics They Care About

CX Transformation
Her experience includes transforming workplace culture and setting up customer service networks that directly led to a 15% increase in sales.
Team Leadership
She emphasizes her ability to build strong teams, and colleagues have recommended her as a "fantastic positive role model. "
Quality Management
A core responsibility in her current and past roles, where she coordinated consumer service departments to ensure uniform quality standards.

Media Appearances

Nellie has no verified media appearances

Work History

10-2024
Customer Experience Quality Manager at Wave
12-2018
Customer Experience Quality Lead at Wave
2-2018
Realtime Analyst at Anglian Water Business
6-2016
Customer Service Quality Analyst at Anglian Water Business
1-2014 - 5-2016
Quality Lead - UK and Ireland Consumer Services at Whirlpool EMEA (Europe, Middle East and Africa)

Education

Education details unavailable from South Africa

More Information

Social Presence :

Prographics :

Exp : 32 Location : Yaxley, England, United Kingdom Job Level : Middle Designation : Customer Experience Quality Manager at Wave
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Insights For Selling To Nellie

During A Call Or A Meeting

DO's

  • When negotiating terms, help them build an impression that they are the ones calling the shots
  • Speak about competitive differentiation that your product offers
  • Hold your ground without indulging in one-upmanship

DONT's

  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don’t be in a rush to invite them for a social meet and greet
  • Avoid being too verbose

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Nellie is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Nellie

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Nellie move?

  • If convinced, they can reach decisions quite fast.
  • Can Nellie take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Nellie

Personality Compatibility


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