Fiona Powley Email & Phone Number

Heiligenhaus, De

Highly skilled Operational Manger and Director solely responsible for the operational activities across the Singularity Group of companies. Based in Germany UK & the UAE.Managing and working with a dynamic and highly motivated team of individuals, across the business to deliver best in class support and service. Focusing on VAT registration, Onboarding, Compliance, Administration and Finance.Creating standardised working for smoother work flow across all sectors. Delivering processes and procedures for the group utilising Six Sigma principles and methodology.Project Management for a variety of initiatives set to drive revenue and facilitating major growth in all business sectors and compliance based initiatives including ISO27001:2013 Evaluation and Implementation of IT and software systems across the group. Including ISO27001:2013 implementation and project management.Maintaining and building successful relationships with strategic business partners and clients.

Chesterfield, Derbyshire, Gb

Responsibilities:• Full responsibility for the day to day running of all aspects of the business.• Operating via a self managed E-Commerce website, with a small retail outlet. • Managing Marketing and Advertising design and concepts. Including Social Media presence across multiple platforms.• Full financial management, including Sage based accounts and maintaining VAT compliance.Achievements:• The first year saw the business benefit from a 50% increase in Gross Turnover which in turn has increased the profitability of the business by 70%. • Over the last two years, the business has continued to grow and expand, Attendance at events has seen a 45% increase in turnover in the last year.• Increased customer base by 50% in 3 years.

Global, Us

Responsibilities:Providing First Line Technical support to all levels, including Senior Management.Customer Service to International users across multiple countries for major corporate client.Utilising BMS Remedy based system for call capture and technical progression to other departments and management.Use of Thin Client and wide range of locally accessible applications. Including Lotus Notes, Microsoft Office, Various bespoke systems.Remote access support and VPN Security Token Management.Working to strict targets and SLA's to ensure targets are met.

Based from a home office environment in the UK.Responsibilities:Support provided for IT End Users utilising a variety of Desktop Platforms including Windows XP, Windows Vista, Windows 7 & 8. Support for a wide range of Software systems including Microsoft Office 365 Suite of applications.Providing support to clients using remote access via LOGMEIN web based suite and locally installed agent.Server utilisation monitoring using N-Central Monitoring Software. Working with various Server Technologies including NT, 2003, 2008 and SBS. Maintenance of customer events via Autotask Database, Working within set targets to ensure SLA levels are met and adhered to.Achievements:Design and maintenance of WordPress based website for a New Jersey based Law Enforcement Benevolent Fund. Maintenance of numerous WordPress Websites for clients in the New Jersey Area.

Responsibilities:Full responsibility for the operation of the Fixed Line Business Portfolio and management of all external Supplier and Customer relationships. Evaluation and introduction of all new products, services and procedures. Providing support to the Sales Team to secure new business and the management team.Monitoring of the Monthly Billing Cycle, including reconciliation and Billing System Management, Achievements:Increased revenue by 35% via up selling to existing Client Base over a period of 3 months.Developed fully documented support system to enable expansion of the business to support growing number of accounts, including full detailed Provisioning Processes for WLR3Responsible for negotiating the sale of the entire Fixed Line base to an external Client following management decision to cease Fixed Line Business.

Responsibilities:Full P&L responsibilities for a budget of £350kAll external supplier commercial and purchasing relationshipsIntroduction and evaluation of new products, services and proceduresSupport of Corporate Customer Citrix System, On site support to Financial Sector ClientsAchievements:Introduced a new Service Desk Software Solution using European funding which increased productivity by 55% over the first 12-monthIntroduced Mobile support element (Blackberry) into the business which increased revenue by 37% with no addition cost to the businessDeveloped fully documented support system to enable expansion of the business to support growing number of accountsNegotiated local government grant to allow for business growth.

London, Gb

Responsibilities:Managed and developed customer services, provisioning and technical support teams comprising 18 individuals responsible for all of Vodafone’s fixed line activities in the UK (1200 customers).Developed, managed and justified a budget of £500k to engage external contractors for switch reprogramming and technical support. Vodafone’s fixed line technical specialist on new product introduction team, involved in introduction of Wireless Office.Achievements:Increased customer satisfaction levels from 57% to 85% within 6-months.Reduced absenteeism by 30%.Identified cost savings of over £1.2m within the department.Introduced business improvements to cross-train customer services staff to take 1st line technical enquiries.Establish call overflow process to reduce customer call waiting from 20 seconds to 9 secondsSix Sigma Green Belt Training completed 2007Nominated Vodafone Customer Service Ambassador 2006

Fault Management and Diagnosis of all Business Fixed Line issues. Supporting all customers from SoHo to Corporate, Dealing with issues from onset to completion.Also responsible for fault analysis as a means to process improvement. Training of new employee's and assisting management on internal projects.

Lean Six Sigma Green Belt

Six Sigma Yellow Belt & Certification

Completed, Marketing

A Level, Archaeology

General Education