Fiona Alexander Email & Phone Number

Glasgow

I work with Scottish Tourism companies helping them to internationalise and grow their businesses. I believe that technology is the strongest disruptive force in the travel industry today, with innovative players reshaping the market. Tourism is a dynamic industry where it would appear that change is the only constant. This is an exciting industry and time to be involved especially in relation to emerging market opportunities.

Clydebank

I worked with a portfolio of Scottish businesses. I established credible and productive relationships with key decision makers. I provided support to this portfolio of companies to help them achieve their respective growth ambitions bringing about the strongest possible outcome for the economy and the customer.

Glasgow, United Kingdom

Senior Operations Manager of Contact Centre with responsibility for 2 Operational Managers, 8 Team Leaders and 100 staff members working in the Contact Centre.• Active member of Senior Management Team.• Implementation and measurement of productivity and quality targets at a team and individual level.• Control of Departmental Budget, including forecasting of all costs and revenues. Costs approx. £1m. Revenue approx. £0.65m.• Instigation of process innovation and technological development to advance the quality and efficiency of customer service.• Development of motivated multi-skilled teams.• Planning and implementation of multiple projects to time and budget.• Ensure work practices comply with legislative requirements.• Resolution of customer complaints and compensation claims, where necessary, advising company lawyers.• Assisting with criminal investigations by providing and interpreting Credit Referencing information for the Police under Section 29 of the Data Protection Act.• Effective performance reporting, delivering weekly and monthly reports to required high standard within deadline.

Clydebank

Responsibilities• Recruitment and induction of all new staff.• Development of all staff through internal and external training.• Management of the Management Information team.Achievements• Won a Company award (GEM) for Learning Resource Centre and training achievements.• Created Learning Resource Centre and developed self-learning culture.• Improved the Data Centre’s productivity by 5%. This was achieved through an intensive, internal keyboard skills training programme.• Developed a Contractor Database through which all recruitment was managed.

Glasgow, United Kingdom

Company BackgroundSCET Training Resources are the sole Scottish distributor of training materials produced by the major training organisations. Responsibilities• Sell training resources and services. • Account Management.• Design, project-manage and deliver promotional events.• Assess and source new training stock compatible with SCET Training Resources objectives.

Clydebank

Responsibilities• Management of 13 Team Members working in Telemarketing, Training & Help Desk roles.• Design, develop and implement a statistical analysis system for Help Desk.• Identify and solve escalated client problems.• Sell and recommend products and services to existing and new clients.• Create and introduce new designs for technical manuals, proposals and contractsOrganisational AbilitiesFor several years I had full responsibility for the project management of the Equifax corporate hospitality event at the annual British Open Golf Championship. In brief, this entailed:• Contractual responsibility for hospitality site leasing, catering, entrance tickets and accommodation contracts.• Design of invitation and guest packs.• Travel and chauffeuring arrangements for all guests and public relation duties.