Fiona Mcgregor Email & Phone Number

Cambridge, United Kingdom

A voluntary role designing and delivering a programme of events for The Rising Network, women supporting women.

• Developed and oversaw the operations teams (customer service, logistics, and dealer performance), serving a global base of high net worth individuals and the world’s best galleries and dealers.
• Designed and implemented a communications strategy and customer excellence workshops to elevate the customer service standards within the teams globally. Created scorecards to measure the team’s quality success.
• Completed a full review of CRM introducing automation, macros, and improved… Show more
• Completed a full review of CRM introducing automation, macros, and improved workflows to improve efficiencies within the teams.
• Provided day-to-day guidance and problem-solving support across teams, liaising with US-based leadership on overall strategy and direction
• Defined and implemented the standards of service, the processes to deliver on them, and the coaching strategy to continually build the capabilities of the team.

Cambridge

• Ensured that all Major Incidents were properly managed such that impacted services were restored as quickly as possible.
• Ensured effective impact analysis to determine the correct prioritisation of incidents and problems such that high impact and high urgency incidents are addressed first.
• Supported the Head of Service Management in the definition of the strategy and long-term plans for the service and the implementation of service improvement projects.
• Lead, facilitated and… Show more
• Lead, facilitated and coordinated activity during Major Incidents.
• Wrote and issued communications during the progress of a Major Incident both internal and external.

Cambridge

• Managed a team of High Performing Customer Service Advisors & Seniors dedicated to delivering high quality customer service for SME customers.
• Trained to be CRM admin support for Customer Service & Tech Support Teams.
• Created and implemented a quality monitoring system.
• Designed and delivered all training for the Customer Service Team.
• Supported a number of projects including re-pricing project for 200,000 customers and a large scale data migration… Show more
• Supported a number of projects including re-pricing project for 200,000 customers and a large scale data migration project.

• Operations Manager July 2012- September 2013Customer Service Team Manager September 2011 – July 2012
• Overall management of a team of 67 multi lingual customer service representatives supporting global markets, with 4 team coaches reporting directly to me across multiple channels.
• Responsible for the personal development of staff within the team through calibration with the team coaches
• Trained my Team to Performance Manage… Show more Operations Manager July 2012- September 2013Customer Service Team Manager September 2011 – July 2012
• Trained my Team to Performance Manage their teams effectively.
• Consistently achieved KPI’s to exceed customer expectations

Cambridgeshire

• Transformed a failing branch into one which exceeded both branch and individual sales targets
• Designed and implemented a vigorous support package to improve low staff morale and performance.
• Maintained quality and compliance standards inline with FSA standards
• Demonstrated expert knowledge of financial regulations, process requirements and retail products and services
• Management and resolution of customer complaints

Cambridgeshire

• Developed staff to deliver an exceptional standard of customer service
• Ensured the branch met and exceeded targets
• Maintained knowledge of industry and FSA standards to ensure full compliance
• Conducted and documented monthly regulatory audits and risk assessments of the branch
• Proposed and implemented process improvements for the branch
• Devised various incentives to drive staff motivation

Cambridgeshire

• Conducted customer appointments to discuss and plan their future finances
• Made recommendations for investment and protection policies
• Maintained knowledge of industry and FSA standards to ensure full compliance
• Followed up leads and spotted opportunities that enabled me to always exceed my monthly targets.
• Coached other team members on how to generate leads and enhance their product knowledge..

London, United Kingdom

• Negotiating with buyers the placement of adverts to achieve optimal results
• Creating weekly reports on ratings success
• Assisting the Airtime Sales Manager with all administration

London, United Kingdom

Post Graduate Diploma, Music Therapy/Therapist

Bmus, Music