Findlay Mackay-Boyce Email & Phone Number

Berlin, Germany

Saint John, New Brunswick, Canada

Consulting work in Marketing, Strategy, Education and Academic Fields:Kinder Museum Munich - Script-writing, advising, and review for Educational VideosSteinbockzentrum Tirol - English text and translation reviewRhoda's Markets - Marketing Strategy and Copy-writingAcademic Paper and Thesis editing and review - in History, Economics, and Chemistry.

Berlin, Berlin, Germany

Travel Marketplace Operations Management for B2B - covering Supplier cancellation rates, fraud detection, Trust and Safety, Incident Management. I worked with an amazing team of specialists.Key Achievements:Leadership - increasing team eNPS by 102% in the first 3 months in the role.Stakeholder Management - collaboration with Sales, Legal, Fraud, FP&A, business development, content and comms teams on projects and operational goals.Policy and Processes - Oversaw creation and improvement of multiple workflows. Scaling and AI - Creation and launch of AI tools to improve Safety incident First Response time by 200%, as well as Trust and Safety tools to scale as we saw 300% increase in cases year over year while keeping headcount stable.

Berlin, Germany

I'm here to build and bring a world-class customer advocacy program to life.

Berlin, Germany

At Valutico, it has been our mission from the outset to offer cutting-edge tools to valuation professionals. Today we empower valuation and appraisal specialists to perform company valuations that meet and exceed industry standards.My role has been to build Valutico's Customer Success Division - and we've seen incredible success. Currently sitting with world-class NPS, SLA response times, and constantly improving as we make better playbooks and processes.

Austria

A many-hats role. Ostensibly a specialized Client Touchpoint, my work at TourRadar included CS Operations and Training, Software Testing, leading product workshops, and participating as a voice of the client/CX within the company. Improved FCR and Response-per-Agent by identifying a gap in processes and training, and rolling out a company-wide strategy for Customer Support to increase daily agent output by 38.8% globally.Initiated cross-company training sessions on ICPs and users for all departments, developing and leading the sessions across our International Teams.Joined the development team to facilitate Product-led growth through a combination of Software Testing, Prioritization, and to serve as the Voice of the Customer.

Incheon, South Korea

Worked as an English as a Second Language Teacher for multiple academies, with emphasis on internal training and curriculum development. Developed English curriculum for adult and teen learners for Agentura Festa and Benenden English departmentsTeacher training and teaching for Avalon Academy And Learning Center Tullnerfeld.Volunteer teaching in Vietnam.Teachable units and classes included: Art, Art History, Finance, Learning through Music, History, and unique competitive debate classes and field trips.

Saint John

Ended my term at TD as one of the Top 5 Salespeople - Atlantic Region, YoY.Advised customers of high-level financial solutions from a range of available investment and credit banking solutions - Mutual Funds, Lending Solutions, Retirement Plans, and mortgages. Asked financial questions, engaged with customers and created positive experiences to retain and deepen relationshipsIncreased customer financial confidence by providing personalized financial advice, answering customer questions, and addressing their concerns; raising matters as appropriate to team members or partners while maintaining confidentiality and accuracyAct as a point of contact for the frontline staff in handling customer problemsWorked closely with existing and prospective customers to provide financial reviews, discuss portfolio updates and suggest additional personalized solutions based on their financial goalsStayed knowledgeable about emerging issues, evolving regulations, and industry codes of conduct as well as participate in process improvement opportunities to protect the interests of the organizationAchieved and improved service level agreements and productivity targets

Quispamsis, New Brunswick

Fredericton, Nb

I help people figure the best options for their cell phone plans and help them figure out the little details of the devices in their life.

Oversaw the governance, organization, and financial affairs of the Union, including Hiring, budgeting and financial updates, and overseeing affiliated clubs and societies.

Saint John

Valuation Training With Professor Damodaran, Understanding Different Methods For Valuation

Bachelor Of Arts (Ba), History, Honours - Deans List

Activities and Societies: Vice-President History Society 2010-2013, Fine Arts Society, Political Science Society. Prose Editor of STUARTS.