Hazel Laughlan Email & Phone Number

Glasgow, Scotland, United Kingdom

Dubai, United Arab Emirates

A Key project liaison between the business and the project workstream, responsible for leading change management initiatives to prepare the business teams across International Markets to adopt and implement the new technologies.Key Responsibilities: • Created and successfully executed project workstream approach and strategy. • Effective global stakeholder management and engagement. •Create, develop, and distribute status reports and scorecards to stakeholders to show overall progress. • Liaising with external partners, PMO and other key teams within the business to partnership across multiple projects. • Pro-actively identify risks and issues and create/manage mitigating actions. • Lead role in identifying and driving process improvements to create improved ways of working. • Ensure change management activities are integrated into the overall program plans and approach. • Effectively execute project management methodologies to manage project milestones across the Change Management workstream. • Continually achieve successful project outcomes while dealing with ambiguity in a fast paced project environment.• Extensive experience of working within a blended Waterfall/Agile project environment with an understanding of Agile governance and planning processes.

Dubai, United Arab Emirates

Managed the successful transition of the customer service operations from Europe to the Middle East to align with the overall company strategy in relation to localisation and globally aligned processes. Key Achievements: • Recruited and developed a strong customer service team. • Mentored and coached team members to support their growth within the department and wider organisation. • Effective people management for a team of 25+ employees across multiple locations within the Middle East. • Continued to drive team performance and productivity. • Consistently achieved daily, weekly and monthly operational KPI targets above 95%. • Product Owner responsibilities on multiple successful operational project roll outs.

Greenock, Scotland, Uk

Managed a team of experienced Customer Service, Complaint and Client Advocacy individuals servicing large corporate clients. Providing support and guidance to ensure the best possible service to our clients and customers at every interaction, while driving performance and productivity against KPI’s.Key Achievements: • Recruited additional resources in line with overall business growth strategy. • Mentored and coached team members to support their growth within the department and wider organisation. • Effective people management for a team of 20+ individuals across multiple locations within Europe. • Established and maintained excellent working relationships with colleagues in other European locations. • Established and developed excellent working relationships with global external clients. • Consistently achieved daily, weekly and monthly operational KPI targets above 90%. • Created and implemented process improvements in order to create lean streamlined processes.

Greenock, Scotland, Uk

Provided management support to Team Manager while also coaching team members in order to drive performance and productivity whilst achieving KPI's. Key Achievements: • Coached team members by providing feedback on customer interactions in order to drive performance and productivity. • Managed service levels to ensure successful achievement against monthly KPI targets. • Audited and reviewed customer interactions in order to drive individual and process improvements. • Assisted in the creation of new processes or process improvements. • Provided regular reporting to Team Manager. • Provided help and guidance on complex complaint cases.

Greenock, Scotland, Uk

Customer Service Representative providing five star customer service to global customers. Key Achievements: • Ensured successful outcomes for customers in all customer interactions. • Achieved daily, weekly and monthly targets aligned to overall departmental KPI targets. • Investigated and resolved escalated cases in addition to standard workload. • Established excellent working relationships with Client Management Teams across International Markets.

Greenock, Scotland, Uk

Customer Advisor who assisted customers within the UK in relation to their banking needs while consistently delivering an exceptional customer experience. Key Achievements • Consistently met weekly and monthly sales lead and KPI targets. • Successful upselling to influence customers on available and new products/services. • High engagement with customers leading to high customer satisfaction. • Vigilant fraud detection and management.

Paisley, United Kingdom

Ensured marketing and communications materials were concise prior to release to the wider local authority stakeholders, enabling strategic stakeholder engagement and understanding on the services and processes available to them from Scotland Excel.Key Achievements:• Strategic review and publication duties essential for the correct distribution of pertinent marketing material distributed to all 32 local authorities within Scotland. • Organized and attended national conferences and stakeholder events.• Arranged and facilitated corporate meetings to ensure objectives were met. • Coordinated external print & design requirements for various national conferences and stakeholder events.• Data analysis, investigation and proof reading of materials to ensure accuracy and a consistent communication was provided to stakeholders.• Developed and maintained strategic relationships with internal and external stakeholders to ensure value is driven from such relationships across all 32 local authorities.• Managed and maintained efficient team administration requirements.• Identified process improvements and supported in implementing new ways of working. • Identified risks and issues and supported in progressing mitigating actions.

France

Life experience opportunity to learn and expand French language skills. General tasks to ensure that the household was run effectively and childcare was provided.

Greenock, Scotland, Uk

Ensuring excellent customer service for French business clients while striving to achieve departmental objectives and KPI's. Key Achievements • Managed client relationships to ensure customer retention. • Effective time management to ensure orders completed within agreed KPI's. • Provided strategic advice to French clients with regards to orders, claims and queries. • Maintained effective working outcomes while attending university and college classes for 4 years of this role.

Open Degree, Business Administration And Management, General, Currently Undertaking

Cips Level 2 Certification, Procurement & Supply Chain Management

Hnd, E-Commerce/Electronic Commerce, Pass

Certificate In French For Business, International Business/Trade/Commerce

Hnc, E-Commerce/Electronic Commerce, Pass