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 • 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 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.• Designed, implemented and monitored stretched SLAs to drive the support models. • Developed a training and development program to accelerate the on boarding and continual development of the skills of the team.• Managed metrics to ensure we delivered on our standards of service and lead continuous improvement efforts to drive higher performance.• Represented the voice of the customer to inform service, product and marketing strategy.• Regular presentations to the executive team on the progress and strategy for the UK Operations teams and global support teams alignment. Show less

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 • 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 coordinated activity during Major Incidents.• Wrote and issued communications during the progress of a Major Incident both internal and external.• Ensured that Incident records were fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.• Responsible for owning, defining, agreeing, reporting on and distributing Key Performance Indicators for the functions and processes under this area of responsibility. • Responsible for executing the reactive and proactive problem management processes, ensuring that agreed service levels were met and that tangible service improvements were implemented. • Provided follow up and Root Cause Analysis of reported incidents. Performing Post Incident Reviews where required. • Process compliance and improvement for Incident, Problem, Request, Crisis and Event Management, continually seeking to improve the quality, productivity and culture of the processes.• Provided a Centre of Excellence for Incident, Request and Problem Management.• Designed, created and manage the Service Operations Sharepoint site to ensure content it relevant and up to date.• Member of the Tech Operations Forum organising weekly sessions for global teams to understand more about the business and inviting external speakers to present. Show less

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 • 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 project.• Delivered side by side coaching on a weekly basis with my team.• Ensured that monthly quality monitoring was carried out for each individual in my team of both their emails & calls.• Developing incentives and initiatives to motivate the team• Reviewed & re-worked current RE s to ensure that the team are working at the most efficient rate.• Managed any HR issues that arose in a professional & timely manner.• Provided energetic team meetings that focus on developing them professionally as well as developing their team building skills. • Recognised by the business as one of the top performing Managers in terms of engagement scores. Show less

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• 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 their teams effectively.• Consistently achieved KPI’s to exceed customer expectations• Analysed reporting to identify weaker areas to improve quality and introduce additional quality monitoring checks. • Project Manager for numerous Customer Service Projects including the launch of the twitter handle @spotifycares and random acts of kindness.• Developed incentives and initiatives to motivate the team• Designed and set up 2 new teams, Retention Team & Escalation Teams. • Managed the implementation of a new support tier of Team Coaches• Supported the customer service strategy within the contact centre• Deputised for the contact centre manager • Supported a trial using an outsourcer in the US, holding weekly calibration meetings to ensure alignment of scorecards.• Managed all HR issues within the contact centre. • Identified, implemented and documented process improvements• Responsible for a 6 month project to implement a new CRM system Salesforce. Show less

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• Deputised for the branch manager

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