Fiona Martis Email and Phone Number
Fiona Martis personal email
- Valid
I am a Customer Experience Management professional with extensive practice across Voice of Customer, Consumer Insights & Advocacy, Change Management, Training & Talent Development and Operational Risk & Control Assessment. I bring with me over 20 years of experience in the UAE's Banking sector together with a Masterโs degree in Business Excellence and Organisational Learning. My regional knowledge and multicultural awareness has resulted in strong and lasting stakeholder relationships. ๐๐ผ๐ฟ๐ฝ๐ผ๐ฟ๐ฎ๐๐ฒ ๐๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒMy career has been with large multinational banks in frontline customer service, middle office business support and training and talent development in the retail, high net worth (HNW) & private banking segments. In my last corporate role, I led a team of managers to successfully improve the organisationโs customer experience and, as a result, dramatically grow its customer advocacy. I have a track record of being a hands-on people manager who enjoys motivating and challenging my young, multicultural teams into delivering results and experiencing success.๐๐ฑ๐๐ฐ๐ฎ๐๐ถ๐ผ๐ป ๐ฎ๐ป๐ฑ ๐๐ฐ๐ฎ๐ฑ๐ฒ๐บ๐ถ๐ฐ ๐ฃ๐๐ฏ๐น๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ปIn 2014, I successfully earned an MBA qualification with a specialization in Business Excellence and Organisational Learning. My research paper on the financial and non-financial impact of a structured People Management framework being used in the UAE has since been published in an international academic journal. ๐๐ป๐๐ฟ๐ฒ๐ฝ๐ฟ๐ฒ๐ป๐ฒ๐๐ฟ๐ถ๐ฎ๐น ๐๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒIn 2017, shortly after graduating, I combined my corporate and academic background and took on an entrepreneurial role by co-founding and launching a market research and consultancy firm in the UAE.๐๐ข๐ณ๐ฌ๐ฆ๐ต ๐๐ฆ๐ด๐ฆ๐ข๐ณ๐ค๐ฉ - Focusing on improving business performance through consumer-driven data๐๐ฐ๐ฏ๐ด๐ถ๐ญ๐ต๐ข๐ฏ๐ค๐บ - Helping people rebrand themselves by creating authentic and impactful resumes / CVs, Cover Letters and LinkedIn profiles ๐๐ฟ๐ฒ๐ฎ๐ ๐ผ๐ณ ๐๐ ๐ฝ๐ฒ๐ฟ๐๐ถ๐๐ฒCustomer Experience (CX) Management | Stakeholder Value Creation | Organisation & Planning | Leadership & Team Engagement | Training & Talent Development | Mentoring & Coaching | Problem Analysis & Resolution | Stakeholder Relationship Management | Analytical & Critical Thinking | Communication & Presentation | English Copywriting & Content Writing | Adaptability | Cross-functional Collaboration | Negotiation & Diplomacy
The Cloak And Dagger
View- Website:
- thecloakanddagger.org
- Employees:
- 2
-
Co-FounderThe Cloak And Dagger Aug 2017 - PresentDubai, United Arab EmiratesThe Cloak and Dagger FZE is a market research and consultancy firm launched in the UAE with clients in the Food & Beverage, Healthcare, Real Estate, E-Commerce, FMCG, Leisure & Tourism, Banking, Retail and Telecommunications industries.โข Established this B2B market research and consultancy firm specializing in improving business performance through consumer-driven data and analysisโข Deliver business results for clients by improving their customer, guest and employee experience โ generate, collate and analyze insights; recommend and implement actions plansโข Develop product and service pitches, present to leadership teams and secure new business โ won contracts from Semi-government, MNC, Large Local Corporate, SME and Individual clients. Successfully executed over 350 mystery shopping programmes and built a local shopper database comprising over 50 nationalities โข Drive the overall business operations - including marketing & branding, social media, client acquisition and contracts management โข Create bespoke mystery shopping programmes, conduct focus group discussions, facilitate in-house workshops, overhaul customer-facing processes & SOPs and design & execute employee engagement initiatives
-
Writer | Academic AuthorSelf-Employed Feb 2017 - PresentDubai, United Arab Emiratesโข Consult with individual clients and write authentic tailored resumes, CVs, Cover Letters and LinkedIn profiles - personal rebranding services for multisector working professionals across all roles from C-Suite & Board Members to entry level & internsโข Conceptualized the content and wrote the English copy for The Cloak and Dagger FZE website (www.thecnd.co) and social media pages ensuring adherence to brand tonality โ including webpages, T&Cs, FAQs, client registration and social media postsโข Draft compelling & brand-aligned social media content for multi-sector clients โ Travel, Real Estate, Art, Retail Fashion and Fitness โข Co-authored an academic journal article on the organisational benefits of implementing a People Management framework in the U.A.E. - Garad, A. and Martis, F. (2017) Investors in People and Business Excellence in the United Arab Emirates Part 2: From BE to IIP โ a Case Study, International Journal of Human Resource Development - Practice, Policy and Research, 2(1) pp. 67-79
-
Head, Voice Of Customer, Uae | Customer Experience ManagementStandard Chartered Bank Mar 2010 - Aug 2013Difc, Dubaiโถ๏ธ Improved business performance and customer loyalty by owning and championing the Voice of Customer (VoC) function for the Consumer Bank.โถ๏ธ Led a multicultural team of 5 Customer Experience Managers and realised a 51% uplift in customer advocacy - measured via NPS (Net Promoter Score). ๐๐ฐ๐ต๐ถ๐ฒ๐๐ฒ๐บ๐ฒ๐ป๐๐ โข Hosted and ran the monthly UAE Customer Experience Council โ a VoC governance forum comprising the Bankโs senior leadership team and chaired by the regional CEOโข Developed action plans and interventions (using consumer insights, root cause analysis and research) and proactively collaborated with key stakeholders to implement them and improve VoC & customer advocacy across all channels, products and segmentsโข Vetted external communication to ensure strict compliance with both, regulatory principles and internal brand guidelines โข Implemented change management initiatives to transform the work culture. Designed and piloted a change management toolkit which was subsequently rolled out to other marketsโข Positioned myself as the Customer Experience liaison for the Middle East regional offices โข Consistently achieved top-tier employee engagement scores โ top 5 percentile - from direct reports -
Training Manager, Consumer Banking Academy | Learning & DevelopmentStandard Chartered Bank Sep 2008 - Mar 2010Dubai, United Arab Emiratesโถ๏ธ Enhanced the frontline capability and performance by delivering the Learning and Development curriculaโถ๏ธ Deputized for the Consumer Bank Academy Head for all leadership decisions and participation ๐๐ฐ๐ต๐ถ๐ฒ๐๐ฒ๐บ๐ฒ๐ป๐๐โข Developed & implemented the training curriculum for the SME and the Private Bank businesses in collaboration with their leadership team and attaining a 92% success rate on training delivery โข Created and piloted the โUS Economic Sanctionsโ refresher training to over 100 frontline personnelโข Conducted 272 training hours across 8 programmes delivered to over 370 personnel โข Advanced the Emiratisation agenda by designing and delivering the "Banking Fundamentals" classroom course to 35 Emirati Graduatesโข Achieved a 70% error reduction on Compliance & Regulatory forms completed by the frontlineโข First in country to be awarded the โCore Levelโ certification as per the bankโs global Facilitatorโs Standards
-
Manager Client Services, The Private Bank | Uhnwi Client Service ManagementStandard Chartered Bank, Dubai, Uae Sep 2004 - Sep 2008Dubai, United Arab Emiratesโถ๏ธ Enabled a seamless client on-boarding and transaction experience that was aligned to domestic and foreign regulatory directivesโถ๏ธ Supervised the Middle Office team of 6 personnel to ensure robust documentation checks and was the Designated Compliance Representative for the Private Bankโถ๏ธ Recognised as a 'High Potential' employee and placed on a fast-track path for career progression ๐๐ฐ๐ต๐ถ๐ฒ๐๐ฒ๐บ๐ฒ๐ป๐๐โข Developed risk management standards for the unit and secured successful audit outcomes for all external and internal inspections. Ensured strict adherence to Operational Risk avoidance processes including monitoring, review and coaching sessionsโข Partnered with, both, Sales and Compliance stakeholders to identify and bridge gaps in order to foster a risk-controlled environmentโข Drafted the unitโs operating instructions manual and also established the local infrastructure for a new offshore account booking centre
-
Customer Service Manager, Sharjah BranchStandard Chartered Bank Sep 1999 - Jul 2001SharjahI managed the branchโs sales and service delivery functions across the frontline and teller functions. I coached and appraised a team of 6 front office staff and was the Acting Branch Manager. During my time in this role, I spearheaded the branchโs Emiratisation initiative by creating training schedules for Emirati interns, monitoring and appraising them. I was the designated liaison for the UAE Higher Colleges of Technology faculty and students.I was instrumental in securing & maintaining the Branchโs ISO 9002 certification and also worked with the UAE Central Bank and other international banks on exceptional investigations and inquiries. Additionally, I led the branch to exceed sales targets by the 3rd quarter of the year.
-
Customer Service Officer, Priority BankingStandard Chartered Bank Jan 1998 - Aug 1999DubaiI implemented Service Quality standards for the Priority Banking business and was authorised to represent the UAE Priority Banking Business Head for managerial decisions in his absence. I set up the operational infrastructure for the bankโs first dedicated Priority Teller desk and trained colleagues and interns on Priority Banking services.
-
Senior Personal Financial Consultant, Dubai BranchStandard Chartered Bank Nov 1994 - Dec 1997DubaiIn this role I contributed to the front office sales and service to retail banking customers. Additionally, I managed, appraised and trained the front office staff. I proactively collaborated with the Product Design and Marketing teams to host product awareness seminars for corporate clients. Further, I was the team leader of a cross-functional working group tackling issues of employee Motivation, Empowerment, Recognition and Reward throughout the Bank in the UAE.
-
Customer Service RepresentativeHsbc Nov 1990 - Nov 1994DubaiIn this first job I was accountable for frontline sales and service to retail banking customers. Some key tasks included:โข Ensuring adherence to New Accounts and Personal Loans standardsโข Handling all frontline customer queries, transactions and complaintsโข Interviewing clients & determining eligibility for retail and corporate accountsโข Determining credit worthiness of potential and existing asset clientsโข Initiating debt recoveries in conjunction with the Collections department
Fiona Martis Skills
Fiona Martis Education Details
-
First Class / Distinction
Frequently Asked Questions about Fiona Martis
What company does Fiona Martis work for?
Fiona Martis works for The Cloak And Dagger
What is Fiona Martis's role at the current company?
Fiona Martis's current role is Resume/CV and LinkedIn Profile Writer | Co-founder at The Cloak and Dagger FZE | Academic Author | Customer Experience Consultant.
What is Fiona Martis's email address?
Fiona Martis's email address is fi****@****ail.com
What schools did Fiona Martis attend?
Fiona Martis attended Middlesex University Dubai.
What skills is Fiona Martis known for?
Fiona Martis has skills like Banking, Team Management, Employee Engagement, Performance Management, Training, Risk Management, Talent Acquisition, Retail Banking, Training Delivery, Talent Management, Consumer Insight, Customer Advocacy.
Not the Fiona Martis you were looking for?
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records ร $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial