Fiona Mcinnes Email & Phone Number

Johannesburg Area, South Africa

A focus on all aspects of customer service. Development and implementation of SLAs 'with teeth' - after ensuring that organisations can meet or exceed the stringent criteria set. Field maintenance excellence; business process optimisation to ensure operational excellence; making use of social media to enhance customer experience; use of change management principles to ensure adoption of company-wide customer-centricity. General management consulting including programme and project management, operations improvement and software implementation.

Johannesburg Area, South Africa

I started my career in biochemistry with a BSc (Hons) and a masters degree in haematology and serology. This scientific training has equipped me with analytical skills that have proved invaluable in delivering turnaround strategies for many companies all over the world. To approach an organisation, analyse its current processes, procedures and people across all departments and draw up strategic plans to transform the company. My corporate experience is widespread and includes sales and marketing, operations, IT and communications, finance, procurement and contract management, major project and programme management, service level agreements and more.My focus at BrandOvation was operations and development and implementation of turnaround strategies.

Johannesburg Area, South Africa

Pacifico is an organisation specialising in the peacekeeping and defence marketplaces. Our business model has developed into one of facilitating the formation of joint ventures or consortia to bring together the complementary skills and experience required to respond to the demands of government departments of defence throughout Africa.Examples:Joint venture with Kaercher Futuretech GmbH, Saab Grintek Defence and F&R Phakisa Operations to deliver solutions for mobile field equipment for the SANDFjoint venture with F&R and Global Capital to design and manufacture armoured vehicles for the Saudi Interior MinistryJoint venture with Denel Aviation and Rosoboronexport (Russian state organisation for the promotion of Russian made military equipment) to deliver maintenance, repair and overhaul services for operators of Russian manufactured military helicopters and military and civilian transport aeroplanes throughout sub-Saharan AfricaJoint venture with Denel Aviation and Russian Helicopters (manufacturer) to jointly develop a new model of helicopter to meet the needs of the African marketplace.My role in the above covers strategic planning, market reaearch, marketing planning, business development, sales, contract negotiation, customer relationship management, programme management, financial control and other tasks required to turn these opportunities into profitable business ventures.

Johannesburg Area, South Africa

Psitek is a manufacturer and supplier of payphones based on cellphone technology, marketed to developing countries in Africa, South America, Eastern Europe and Asia.The project was to set strategic direction, assess business processes in supply chain, sales, marketing, customer service, support services, finance and IT and implement required changes to ensure strategy could be delivered.A further project at Psitek, to design and implement CRM (Microsoft version 3) for sales, marketing, support services and finance; to support the strategic direction, above.Telkom SA. Talota was retained to assist Telkom procurement to obtain substantial cost savings with certain key suppliers. To analyse current Telkom spends with these suppliers and devise means to reduce costs. To obtain agreement from supplier and Telkom and implement required contractual or other changes.NAC (Pty) Limited. Talota was retained to deliver turnaround in the fixed wing maintenance division of NAC. To devise and implement improvements in planning of maintenance work, productivity of engineers. To instigate a culture change programme to transform NAC into a customer focused, customer service oriented organisation; including implementation of Pivotal CRM.Spescom Datafusion.Talota was retained to analyse current business processes for field maintenance, project management, purchasing, revenue assurance and customer profitability. To deisgn and implement an automated field maintenance solution enabling increased accuracy in diagnosis and repair of faults at customer locations leading to increased levels of customer satisfaction.

SITA turned over 500M USD p.a. & employed 3,500 people to design, implement and maintain airport and airline applications and services. My responsibilities included; operation & support of service delivering airline & airport mission critical information to 236 airports worldwide. Setting strategy to reduce costs whilst meeting or exceeding challenging SLA’s, leading to the highest levels of customer satisfaction. Improvement of system availability from 95.8% to 99.9995% as a result of re-design of systems. Introduction of proactive network management systems, design and implementation of fault call management system (Siebel). Introduction and implementation of project and change management processes. Delivery of cost savings of over 50% per annum. Second line technical support for 56 airport based baggage reconciliation systems and 236 airport based check-in systems. Setting strategic direction to ensure cost reduction whilst improving service levels. 34% reduction in cost of second line system support as a result of design and implementation of systems and processes, including knowledge management, enabling faster problem resolution; the means to register, report and follow-up all reported problems. Creation of operational model, making best use of existing deployed systems & technology leading to 55% per annum savings; implementation of helpdesk system and local and remote proactive monitoring tools to enable remote problem resolution and hence reduce numbers (and costs) of maintenance engineers. Creation and implementation of service level strategy. Provision of the means to educate customers as to realistic expectations of service in the airport environment. Implementation of the means to contract to those levels of service providing comfort to the customers as to what they could expect operationally, allowing them to plan (and budget) accordingly. Creation and implementation of worldwide SLA performance reporting process.

SITA SC had a turnover of 1.2 B USD and employed approximately 6,500 people. They provide a worldwide network over which the air transport industry pass data; and a series of applications specific to the air transport sector (airline reservations systems, ground to air communication, airport systems, etc.).Responsibilities / Achievements:team new business (26 MUSD) and revenue (150 MUSD) targets- new business achievement of 34 MUSD and revenue of 152 MUSD at end 1998 versus above targetsgeneration, implementation and monitoring of regional sales and marketing plans - the strategy for the region for the year aheadmajor account development planning- introduction and implementation of standard planning process across all major accounts. Main outcome being agreement between customers and SITA on which deals to pursue and close during the sales year leading to better forecasting, resource planning and budgetingintroduction and implementation of research and analysis to identify new business opportunities, resource planning and reporting for the regional sales and marketing team- targeting resources towards areas with highest chances of successdevelopment and implementation of means to improve customer satisfaction- introduction, implementation and management of action planning process following customer satisfaction surveys and other customer feedbackdevelopment and implementation of regional bid management process- no major bids lost after process implementedregional business performance assessment and reporting (budget, targets, etc.)- introduction of process providing early identification of areas requiring concentrated effortcreation and implementation of telephone based account management for smaller customers- more new business at less cost - approach now company wide

NCH Action for ChildrenNCH is the sixth largest charity in the UK, raising funds for provision of services such as residential care for children, assistance for young offenders, respite care for parents of disabled children, etc.Responsibilities / achievements:management of team of 240 fundraisers, line management of eight heads of departmentboard member, representing fundraising, with responsibility for setting the strategic direction of the fundraising team ownership and over achievement of new business (5 million UKL) and revenue (20 million UKL) targets introduction of business management processes - financial planning and management, forecasting, monitoring of performance - delivering a means for the charity to accurately plan its spending on servicesdevelopment, deployment and management of sales knowledgebase resulting in 56% reduction in costs of house to house fundraising and reduction in costs of direct marketing and other forms of fundraisingtransformation of marketing, including development of new fundraising methods and introduction of customer (donor) culture - a focus on campaigns targeted to specific markets - delivering excellent resultsdevelopment and management of mutually beneficial key relationships with major customers / donors - finding and exploiting the needs of these customersintroduction and implementation of strategic planning, business qualification and other processes - bringing 'modern management practice' to a 'traditional' organisationimplementation of total quality management practices - efficient and effective fundraisingrationalisation of non-profitable fundraising methods - reducing costs and improving the 'costs to amounts raised' ratio from 23% to 9%introduction and deployment of technology - to vastly reduce costs of fundraising

Responsibilities / achievements:• fully responsible for all aspects of the business relationship between British Airways and BT. • over achievement of targets year on year. 50 million UKL revenue and 15 million UKL new business achieved in 1993/94.• establishment and maintenance of key customer relationships at all levels within BA• business practice and technical consultancy – to identify and close new business from non-traditional parts of BA (marketing, engineering, customer service)• delivery of improvement in customer satisfaction – measured against such factors as account management, billing, service received, responsiveness• creation and delivery of joint venture business between BA and BT – e.g. Jetphone• product development and marketing of joint venture products • major bid management (long timescale, high capital value) - outsourcing of UK voice, telephone reservations• management of multi-disciplinary projects and personnel – winning the fight for limited resources• line management / team leadership ( team of 6 direct, 71 ‘virtual’, project based teams of 20 plus)• financial management – budgets, forecasts, cost / income per project and for the team• strategic planning / account development, 5 year & annual marketing plans agreed with BA – both companies knew what business would be closed during the year

London, United Kingdom

Fully responsible for all aspects of the business relationship between British Airways and BT. over achievement of targets year on year. 50 million UKL revenue and 15 million UKL new business achieved in 1993/94.Establishment and maintenance of key customer relationships at all levels within BABusiness practice and technical consultancy - to identify and close new business from non-traditional parts of BA (marketing, engineering, customer service)Delivery of improvement in customer satisfaction - measured against such factors as account management, billing, service received, responsivenesscreation and delivery of joint venture business between BA and BT - e.g. JetphoneProduct development and marketing of joint venture products Major bid management (long timescale, high capital value) - outsourcing of UK voice, telephone reservationsmanagement of multi-disciplinary projects and personnel - winning the fight for limited resourcesLine management / team leadership ( team of 6 direct, 71 'virtual', project based teams of 20 plus)Financial management - budgets, forecasts, cost / income per project and for the teamStrategic planning / account development, 5 year & annual marketing plans agreed with BA - both companies knew what business would be closed during the year

London, United Kingdom

Computer system and specialist software sales and marketing to regional Health Authorities.

London, United Kingdom

Voice and data solution sales within the finance sector - banks, building societies, insurance companies

Master Of Business Administration - Mba, Business Administration, Distinction

Fellowship (Masters), Haematology And Serology, Distinction

Bachelor Of Science - Bs, Biochemistry, Honours

Pure Mathmatics, Higher Mathmatics, Chemistry, Biology, Advanced Level

Ordinary level; Maths., additional Maths., English Language, English Literature, Spoken English, French. German. Geography, History.