Fiona Bailey Email & Phone Number

England, United Kingdom

North Wales

Lead - Pre-Admissions, Revenue Billings, Revenue Collections and Cash processing, Customer Service and Shortfall processing teams based in the HCA Corporate Service Centre.

North West, England

HEAD OF INCOME - SALES AND CASH COLLECTIONSResponsible for the billing of £1.5bn+ turnover for 3.2m domestic customers B2C and 250k B2B customers. Managing payment processing and credit collections on a debt ledger £000m+ with a Departmental headcount 300+ heads.• Established the Debt Collection strategy to address the previous poor debt collection performance. Improved company bad debt performance through improved debt collection activity introducing customer segmentation and… Show more HEAD OF INCOME - SALES AND CASH COLLECTIONSResponsible for the billing of £1.5bn+ turnover for 3.2m domestic customers B2C and 250k B2B customers. Managing payment processing and credit collections on a debt ledger £000m+ with a Departmental headcount 300+ heads.• Established the Debt Collection strategy to address the previous poor debt collection performance. Improved company bad debt performance through improved debt collection activity introducing customer segmentation and targeted customer contacts. • In -sourced 100 fte’s activity previously undertaken by third party (offshore), after serious service and performance issues were identified.• Drove a customer centric approach towards customer service and cash collection activity through employee culture and customer experience programmes.• Delivered a transformational programme that included data cleansing customer records and implemented full credit reference agency data share. Implemented Revenue Assurance activities that generated incremental sales.• Increased Operational efficiency that reduced Departmental Headcount. Show less

North West , England

HEAD OF BUSINESS BILLING, COLLECTIONS & PAYMENT PROCESSINGResponsible for the Business Division billing £600m+ for 120k B2B customers, covering large Corporates, Government and Small Medium Business sectors. Managing a debt ledger £000m+. Departmental headcount 200 heads.• Recruited to lead on the culture change across the department as part of the Virgin Media re-brand• Delivered the departmental integration plans under the newly merged company – rationalising 6 regional teams on… Show more HEAD OF BUSINESS BILLING, COLLECTIONS & PAYMENT PROCESSINGResponsible for the Business Division billing £600m+ for 120k B2B customers, covering large Corporates, Government and Small Medium Business sectors. Managing a debt ledger £000m+. Departmental headcount 200 heads.• Recruited to lead on the culture change across the department as part of the Virgin Media re-brand• Delivered the departmental integration plans under the newly merged company – rationalising 6 regional teams on to a single site service centre and saving heads.• Divisional lead on the successful project to migrate customer accounts, on to a standard billing platform over an 18-month period. • Debt management strategy implemented to mitigate bad debt losses, resulting in debt write-offs below 1% of turnover.• Sponsor of the “Billing 4 Business” Strategic Initiative that delivered an enhanced customer experience and cost savings. Show less

Nw And Midlands

2004 – 2006 BRITISH GASDEPUTY REGIONAL OPERATIONS MANAGER NW & MID – CONTACT CENTRE• Senior operational responsibility for customer service site, 10 million plus customer base, with 400 staff. Oversaw all areas of customer care; including handling 260k inbound calls per month. • Implemented new workforce management tool and improved staff schedules to deliver economies of circa 15% headcount savings.• Responsible to halving staff sickness levels in first 6 months, by introducing… Show more 2004 – 2006 BRITISH GASDEPUTY REGIONAL OPERATIONS MANAGER NW & MID – CONTACT CENTRE• Senior operational responsibility for customer service site, 10 million plus customer base, with 400 staff. Oversaw all areas of customer care; including handling 260k inbound calls per month. • Implemented new workforce management tool and improved staff schedules to deliver economies of circa 15% headcount savings.• Responsible to halving staff sickness levels in first 6 months, by introducing a number of initiatives with management and staff.• Introduced business scorecard to operational managers and published performance league tables to deliver an improvement in overall site performance.• Oversaw a massive staff recruitment programme that increased the Manchester site by 200% in 9 months. Implemented a number of staff retention activities to ensure staff attrition was sub 20% throughout this period of growth.• Personally chaired site staff employee engagement forums that increased employee engagement scores above the company average from 72% to 85%.2002 – 2004 CENTRICA TELECOMMUNICATIONS – British Gas / One.Tel Consumer Telecoms providerHEAD OF CUSTOMER SERVICES• Responsible for the Customer Service departments for a 1 million plus customer base, with 410 staff, across 4 sites. Oversaw all areas of customer care; including handling 255k inbound calls per month. The team also successfully cross-sold to approx. 10% of the customer base.• Implemented process improvement initiative to scan and process all customer letters and orders to enhanced customer service levels – delivering efficiencies of 25%. • Introduced IEX Workforce Management Tool to deliver productivity efficiencies and P&L cost savings in the call centres.• Increased call centre performance KPI’s to achieve industry standards for the first time in the organisations history.• Improved customer satisfaction targets by 5% from previous year by launching a “Think Customer” campaign across the business. Show less

United Kingdom

1999 – 2003 TELEWEST COMMUNICATIONS Business Division HEAD OF BUSINESS BILLING AND COLLECTIONS• Responsible for the Billing and Collections departments of a £200M turnover company, with 80 staff. Managing over 40,000 customer accounts on a National basis. • Introduced a new Credit Policy that has a resulted in a significant reduction in debtor days from 70 to 54.1998 – 1999 TELEWEST COMMUNICATIONS NW Division.ACTING HEAD OF FINANCE • Responsible for managing the… Show more 1999 – 2003 TELEWEST COMMUNICATIONS Business Division HEAD OF BUSINESS BILLING AND COLLECTIONS• Responsible for the Billing and Collections departments of a £200M turnover company, with 80 staff. Managing over 40,000 customer accounts on a National basis. • Introduced a new Credit Policy that has a resulted in a significant reduction in debtor days from 70 to 54.1998 – 1999 TELEWEST COMMUNICATIONS NW Division.ACTING HEAD OF FINANCE • Responsible for managing the finance department of a £90M turnover company, with 30 staff covering finance, collections, fleet management and stock control.• Attended Senior Management meetings with the Group Executive Director to review divisional performance.1997 – 1998 FINANCIAL CONTROLLER • Responsible for managing the finance department of a £70M turnover company, with 15 staff. Day to day responsibility for the financial accounts, management accounts and capital accounting functions. • Prepared the Annual budget and reviewed it against the rolling forecast before presenting it to the Board. Show less

Liverpool, United Kingdom

Liverpool, United Kingdom