1. LOUISE FAULKNER
Current
ProducingSocial Media content for Small Businesses locally. I createengaging posts,
write tweets to driveup brand awareness,and deliver a professional presencefor
businesses on various platforms.
I liveand work in Whalley and I am passionateaboutthe surroundingarea,the
scenery and the wonderful community we have here in The Ribble Valley.
I am an engaging individual who possesses excellent communication,networking and
influencingskills and amboth results driven and quality focused,motivated by
providingcustomers with exceptional customer service,a passion to make every
experience personal and resolvingcustomers requirements efficiently.
Experience
Feb 2002 – August 2015 Vodafone UK
December 2013 Small Business, Outsource Relationship Manager, Customer Service
& Operations
Workingwith Consumer and Enterprise Business Units. Managingthe relationship to
driveCustomer Service for Small Business customer,managing a £12.2m reduction in
creditleakage and incremental revenue generating opportunities. Deliveringa
profitablecampaign with reputable customer satisfaction. Involved directly in lifting
the tNPS Customer Satisfaction scoresby 60% yr 1 and 50% yr2. Instrumental in the
movement of business to an off-shorelocation.
September 2013 – December 2013 Onsite, Operational Manager, Customer Service &
Operations
Workingwith Enterprise and Global Business units. ManagingtheOnsiteOperation,
deliveringbespoke Customer supporton customer sites. Liaising directly with
customers and internal stakeholders ensuringa consistentsupportmodel for our
customers. Responsiblefor set up of new reportingsystem tool and drivingeGain
activity.Creatingnew Onsite Senior Manager role, buildingcloser relationshipswith
stakeholders,Account and Serviceteams. Workingdirectly with customers and
remodellingsupport where necessary.
May 2013 – September 2013 Operations Delivery, Transaction Delivery Manager
CS&O
Workingwith Enterprise and Consumer Business units. ManagingMachine2 Machine,
Billing and SpecialistCustomer Admin teams within Transaction delivery. Responsible
for a full review & overhaul of processes impactingthe Customer experience. Involved
in business driveto self-serve and paperless billing.
June 2012 – April 2013 Small Business Outsource Relationship Manager Customer
Service & Operations
Workingwith Consumer and Enterprise Business Units. Responsiblefor a £12mspend.
Delivering high Customer Net Promotor Scores, introducing a revenue generation
model into the campaign,which was then used and replicated into other campaigns.
Managinga 3rd party relationship. Modellingthe initial creditand leakageprogramme
and moving towards a change in behaviours towards our outsource partners.

2. August 2011-June 2012 Channel Partner & Retail Segment lead CS&O
Stakeholder engagement for Channel Partner and Retail segments, liaising with
Channel Partners and Retail Managers. Presenting the business objectives to Internal
and External stakeholders.Managingour customers’ requirements, observingimpacts
and sharingthem with the business. Instrumental to the movement of business
supportto an off-shore location.
2002 – 2011 Vodafone Global Enterprise, National Account Manager
Drivingrevenue increaseof 11% to £3.8m into accountportfolio
Maintaininginternal and external team operations
Understanding customer requirements and alignmentto strategies
Workingwith internal systems and processes
Delivering new and innovativeproducts and services
Engaging with C Level management
Increasingcontacts and coveragewithin accounts
Growing UK & Global revenue
Responsiblefor UK relationship and ownership of UK P&L account
Commercially awareand involved with decision makingprocess
Flexibleattitude in a changingenvironment
Buildingfuture roadmaps and progressingthem together
Managingvaried customers includingLogistic companies,Train Operatingcompanies,
Outsource Management and consultancy businesses.
Consistently achieveand over achievetargets. 10 - 18% growth
CDi results good & excellent (Cust Sat survey)
PD ratingexcellent and good throughout Vodafone career
Feb 2002 – Sept 2002 Corporate 4U
Account Manager, ManagingUK key accounts
Targeted with increasingsales through UK accountportfolio
Drivingincremental revenue
Retainingaccounts,delightingthe customer
Measured on revenue through profit& loss statements
Responsiblefor annual sales in excess of £1m
Liaising between internal channels
Focused to deliver results in high pressured motivated team
Feb 2000 – 2002 LeedsUnited Football Club
Licensingand WholesaleManager
Responsiblefor setting up and maintainingongoingrelationships with high street
retailers including Burton Menswear, Topman, Debenhams, Sunwin House, Co-
Operative, YorkshireMills,Arnotts (Eire), HMV, Asda and Morrisons.
Setting up new customers and tradingagreements. Creating new brand lines for
individual clientneeds. Customer account management. Forecastingand product
selection.Dealingwith buyers and store managers. Productconcept through to
product launch.LicensingLUFC trade marks. Contract negotiations
Policingof trademarks and fake and counterfeit goods

3. 1994 – 2000 Rocom Ltd
Divisional Sales Manager 1999 -2000
Sales Manager 1996 - 1999
Account Manager 1994 - 1996
Setting up and managing Direct& Indirectteam. Drivingnew business and sales
Online& Consumer. Achieving monthly sales targets,increasingcustomer revenues.
Structuringand implementing marketing strategies.Training schedules,liaising with
manufacturers.Management of internal quality procedures.Promoting divisional
activities.Maintaining a high level of customer serviceand after sales support.
Extensively involved with team recruitment and training
Involved with forecastingof accounts and targets.
Education
1989 – 1991 Wetherby High School
A Levels
Psychology,History
1983 - 1989 Wetherby High School
GCSEs
English,Mathematics,History,French, Geography, Biology
Further Education
1991 - 1992 Park Lane College, Leeds
National Vocational Qualification
Business Diploma and BusinessStudies
Interests
An activefund raiser for the villageschool,with numerous events annually, thefunds
supportextracurricular activities and equipment benefiting the children and their
development. Also involved in supportingWilpshireWanderers Football Club where
our Daughter is an activemember and team player.
Enjoy running which enables me to focus and mentally prepare for challenges.
Contact Details
Social Media by Louise
Porthilly,12 Nethertown Close, Whalley,Lancs.BB7 9SF
07717 317698
lsf2112@gmail.com