Cairine Summers Email & Phone Number

United Kingdom

• Remotely led a team of 4 UK based performance managers. Coached, developed, supported and motivated employees using strong listening skills and a collaborative approach. This resulted in high work standards in line with business objectives and promoted learning and discovery for my people.• Promoted wellbeing and engagement within the team. Created an open and honest culture with no barriers in speaking up and encouraging people to make things right.• Led the first direct forecasting methodology process transition to colleagues in our India WFM team. Oversaw remote training and shadowing sessions and provided constructive, clear and concise feedback whilst facilitating effective working relationships. This ensured a smooth transition and minimal service disruption.• Contributed towards a restructure of the existing WFM teams across UK, USA, India and Mexico. Acted as an empathetic consultation manager for affected UK employees. Was a key player in the working group formed to build a Service Catalogue for all teams within the new Control Tower to follow by providing direction and knowledge expertise. This successfully mitigated any business risk for the future.• Committed and continued stakeholder management. This ensured long term trusted relationships were built and maintained to allow continued success aligned with business objectives. This ultimately built confidence that my team and I were recognised as true SMEs in our field.

Leeds, United Kingdom

• Developed, produced, and managed short to medium-term forecasts for call queues within HSBC UK, global and first direct operations. Utilised Aspect e-Workforce and Genesys Workforce Management within an Excel Erlang forecasting model. This resulted in accurate forecasting, enabling stakeholders to make well-formed decisions and achieve service level targets.• Represented Workforce Management within the wider HSBC community. Led weekly meetings with stakeholders, building strong trusted relationships. This ensured strong resource planning practices were met and that a collaborative approach was taken to minimise service impacts.• Detailed investigation and analysis of performance MI to support operation and identify areas of improvement. Utilised excellent communication skills, sharing best practice techniques, areas of focus, successes and solutions to all levels of management. This resulted in consistent service performance improvements as the business were able to understand the reporting suite available to them.• Contributed towards the successful implementation of new business initiatives. Provided balanced analysis and performance management support. This contributed towards improved customer satisfaction and successful project rollout.

Edinburgh, United Kingdom

• Managed delivery of call arrivals to balance service performance. Continually reviewed capacity to allow investment time for agents using workforce management tools and excel reporting. This contributed to employee engagement and meeting business objectives for service level KPIs. • Development and delivery of call routing technology. Worked with the technical team to consult on design, test and implementation. This enabled successful roll out and efficient management of call flows.• Communication of business and service impacting incidents. Escalated in a timely manner and communications regarding such incidents were issued to key stakeholders. Root cause analysis always carried out and contingency plans developed or enhanced. This minimised longer term risk.• Coached and supported new team members to a proficient level. Used a variety of flexible coaching methods tailored to the trainees’ preferred learning style, which resulted in team members reaching full competency and contributed towards staff retention.

Edinburgh, United Kingdom

• Planning off-phone time for all sites in HSBC, including coaching slots, team meetings and training time. Worked with forecasting team and project managers to ensure all sessions could be accommodated with no impact to service levels. This resulted in increased skills for employees, supporting the long term retention of staff.• Implementation of Aspect e-Workforce Management system and Empower. Attended training sessions with Aspect and applied the learning to develop the systems use for HSBC and imparted the learning to the resourcing teams. This ensured a consistent knowledge across all areas using the system.• Maintenance of Aspect e-Workforce Management. Configuration of the tool as new areas were onboarded. This allowed for consistency which supported the sites with day-to-day use of the system.

Edinburgh, United Kingdom

• Coached and developed a team of Customer Service Representatives to maintain high standards of quality, service and sales. 10 of 12 team members were recognised as top performers at the annual Edinburgh contact centre awards ceremony. This increased employee engagement and enhanced their career development.• Effectively managed time to ensure key priorities were met. Collaborated with other team managers to share workload so all objectives were met. • Pro-actively managed Grade of Service/Average Speed of Answer by utilising tools available to check call arrivals. Adhoc management of off phone time to assist any recovery of service levels in conjunction with WFM Real Time Managers. This ensured minimal impact to customer experience.

Kuala Lumpur, Malaysia

• Planned and organised daily and weekly schedules for Global Support Executives and Voice Coaches. Used strong organisational and planning skills to effectively manage the available time. This ensured the Academy timeline wasn’t exceeded and the new agents were received in their teams on time, supporting the operation’s ability to meet SLAs.• Training and Development of Global Support Executives. This included refresher sessions, role-plays and call monitoring, ensuring full support was given so that they could progress to the required standard before moving to the operation. This contributed to a successful transition from Academy to operation.• Liaised with Learning and Development and Operations to ensure operational integrity was maintained. Proactively requested feedback on the quality of the agents that had progressed so that any improvements could be made to the training plan. This resulted in great working relationships and continuous improvement of the training.

Edinburgh, United Kingdom

• Telephone Banking, Premier Telephone Banking, Gold/Platinum/Private Bank Enquiries, Offshore Banking and Legacy Calls. Providing excellent customer service to all customers with an emphasis on getting things right first time and was regularly recognised for my high quality standards. This resulted in excellent customer experience and enhanced my career development.

Edinburgh, United Kingdom

Manage day to day running of facility. Staff rosters, set up and close, catering, customer service, sales, bar and private functions.