Fiona Quigley Email and Phone Number

Lead for EFPIA reporting and US Open Payments transparency reporting for HCP's & HCO's- ensuring legal compliance, completeness and reporting accuracy

Provide excellent customer experience and compliance through the timely coordination & execution of HCP contract to pay processes for multiple countries, ensuring adherence to Anti-Corruption requirements, compliance & Transparency Disclosure requirements when interacting with and engaging HCPs

Create the right climate and culture for the team to prosper.Create and maintain effective communication across the business.Lead and support the management of team performance.Drive and support personal development, succession planning and talent management across the business.Deliver and grow business unit’s margin.Deliver maximum revenue and profitability through effective management of KPI’s Ensure compliance with Change Control processResponsible for… Show more Create the right climate and culture for the team to prosper.Create and maintain effective communication across the business.Lead and support the management of team performance.Drive and support personal development, succession planning and talent management across the business.Deliver and grow business unit’s margin.Deliver maximum revenue and profitability through effective management of KPI’s Ensure compliance with Change Control processResponsible for delivery of contracted Service Levels and KPIs.Manage a positive and effective relationship with client.Proactively engaged in coordinating key business planning activities Support the development of a continuous improvement culture.Ensure processes are audited, reviewed and improved.Monitor and review continuous improvement initiatives to assess success and impact on SLAs and margin. Show less

Ensure all service protocol service levels are met.Publish future staff IEX schedules to agreed levels and update appropriate requested changes in schedules.Manage all holiday requests and balances, and reporting on same to the individuals and for payroll. Meet with the operations manager to discuss deviations and the impact of upcoming training events etc. on work schedules.Optimize performance of operations of proposed effective shift patterns to match business… Show more Ensure all service protocol service levels are met.Publish future staff IEX schedules to agreed levels and update appropriate requested changes in schedules.Manage all holiday requests and balances, and reporting on same to the individuals and for payroll. Meet with the operations manager to discuss deviations and the impact of upcoming training events etc. on work schedules.Optimize performance of operations of proposed effective shift patterns to match business requirements, whilst providing flexible options for advisors.Ensure overtime is only done when needed to ensure service levels are achieved.Analyze schedules for areas of risk and make appropriate changes and/or recommendations.Propose recommendations to improve resource utlilisation for each respective client.Ensure staffing is in line with call volume to provide the greatest efficiency to the business.Track FTE requirements and suggest recruitment plans. Show less

Provided Real Time Support in a mutli-client, multi-contact type enviroment.Including:Monitoring all data from IEX and reporting in Real TimeDecision making based on analysis of this data to ensure Service Level protocols Communicating with the Operations Teams any decisions that have been made and any further directionBlending of Inbound Calls, Outbound Calls, Admin and Social Media activitiesEnsure holiday time and overtime were scheduled… Show more Provided Real Time Support in a mutli-client, multi-contact type enviroment.Including:Monitoring all data from IEX and reporting in Real TimeDecision making based on analysis of this data to ensure Service Level protocols Communicating with the Operations Teams any decisions that have been made and any further directionBlending of Inbound Calls, Outbound Calls, Admin and Social Media activitiesEnsure holiday time and overtime were scheduled appropriately Show less

Team Leader - Managed a team to up to 17 customer service advisors in a mutli-client site.I was als client facing and was involved during Project set-up of new business.