Laura Scott Email and Phone Number
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Awarded “highly commended” Contact Centre Leader of the Year 2024 at the UK National Contact Awards (UKCCA). Driving positive change and transformation through processes, technology and people. Extensive experience in supporting growth building operations that are efficient, cost effective and driven by innovation.Advocate of customer service and the overall contact centre industry coupled with how we can improve overall customer experiences for Fintechs and payments.Regular speaker at events and panels on topics such as using data to improve customer and employee experience, how to attract new talent to the contact centre industry (front line & back office) and the benefits of outsourcing. Work in close collaboration with universities to support work based projects developing out new solutions to support contact centre operations and beyond whilst advocating careers in the contact centre and payment industries. Also member of the CIS Employer Liaison Board. Highly experienced with a diverse skill set and over 19 years of experience in Operations, New Product Development, Customer Service, FinTech, Cards, and Payments in the UK, EU & UAE; putting customers and end users at the core. Experienced in driving operational and product excellence in scale-ups, start-ups, and large organizations through effective processes and adaptability. I thrive in fast-paced environments, excelling in problem-solving and building high-performing teams that deliver results.Skilled in Business and Operational Strategy/ Planning, Product Development, Technical and Non Technical Project Management, Leadership, OD, Business Development, Customer Service Excellence (Contact Centre & CX solutions - Amazon Connect), Revenue Generation, Customer Success, Financial Modelling, Resource & Planning, and Marketing.
Dialect Communications
View- Website:
- dialectcommunications.com
- Employees:
- 24
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Dialect CommunicationsNewcastle Upon Tyne, Gb
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Chief Operating OfficerDialect Communications Jan 2021 - PresentAwarded “highly commended” Contact Centre Leader of the Year 2024 at the UK Contact Centre Awards.Leading an award-winning people-first and technology-lead operation creating personalised customer experience solutions alongside back office support for Fintechs and payment organisations in Europe, the US and MENA.Build the operation from ground up and now scaling for growth.
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DirectorMismex Ltd May 2023 - PresentProperty Services for Landlords 20 years experience in property renovations and investments. 10 years BTL experience. Provider of maintenance and building services for landlords , managing all tenant maintenance requests with full transparency allowing landlords to manage costs and address tenant issues in a timely manner.
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Head Of Product, EmeaEml Mar 2020 - Jan 2021Brisbane City, Queensland, AuSetting the strategic direction of the Why, When and Where of our payment products (with specific focus on Gift) - shaping and leading on the delivery and implementation to bring products to market across EMEA. Working collaboratively with internal teams and clients to deliver solutions that offer an enhanced user experience and increased user engagement -
Head Of OperationsFlex-E-Card Apr 2014 - Mar 2020Newcastle Upon Tyne, GbHead of Operations globally for flex-e-card, the leading provider of MasterCard Prepaid Shopping Centre Gift Cards operating programmes in the UK, ROI, Poland, Finland, Italy and the Middle East (Dubai). flex-e-card are a leading Fintech organisation based in the North East of England. Joined the business as a start up/scale up phase developing out the business operations, technology stack and capabilities, and ownership of the product roadmap from UK to Europe and then the Middle East.Ownership, leadership and strategic definition of the core day to day operations of the business across all territories, managing direct teams supporting; multi lingual cardholder and client service support (contact centre services), IT, technical development, innovation, enhancement of existing products and new product/service development and projects, new programme implementations, and stock management. Leadership of each operational business area to deliver service excellence.Core to the role is the ongoing enhancement and development of new technologies to support the ever changing industry requirements and growth strategy into new and emerging markets, supporting best in class service and programme delivery both internally and externally. Supporting business commercial growth through product and service development owning the development roadmap globally whilst heavily involved in supporting new opportunities. -
Business Development And Marketing ManagerFlex-E-Card Apr 2012 - Apr 2014Newcastle Upon Tyne, GbSupported the growth of the business through new innovations including research, development and deployment of new products and services whilst supporting centres growing sales. *Lead a wide range of enhancement projects to assist in developing service offerings to flex-e-card clients.* Drove forward commercial opportunities* Technical Project Management of a range of new software solutions projects* Developed strategic partnerships with third party providers*Strategic Business Development*Initiated and implemented the organisations Social Media Strategy*Development and implementation of the organisations Marketing and Communications Strategy*Actively engaged with clients to understand their requirements and suggested services that would enhance their gift card sales*Developed effective relationships with existing and new clients.
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Client Relationship Manager (Formally Contract Manager)Eliesha Training Ltd Jun 2008 - Apr 2012Newcastle Upon Tyne, Tyne & Wear, GbProject management of a range of national learning and development contracts for a wide range of public sector clients including central government, local government and NHS Trusts. My role was to develop long term, effective relationships with clients whilst ensuring they receive the very best levels of service.CIPD qualification completed; Certificate in Training Practice (CTP) Key responsibilities included:•'Delight the customer’.•Project manage the design, development and implementation of a wide range of learning interventions including management and leadership, soft skills, accredited programmes and project management.•Working in close partnership with clients to fully understand their requirements, their organisation, their expectations and developing interventions which are relevant and fit for purpose.•Manage the design, development and evaluation process for all clients, ensuring quality standards are continually meet and exceeded.•Work in partnership with L&D Consultants, specialist organisations and subcontractors based throughout the UK.•Business Development activities including producing PQQs, tenders and proposals for new and existing clients as well as being involved in the developing of marketing strategies to assist in penetrating new markets. -
Business Development ConsultantEliesha Training Ltd Apr 2006 - Jun 2008Newcastle Upon Tyne, Tyne & Wear, GbResearch and complete Pre Qualification Questionnaires (PQQs) and Tender Responses for a wide range of public sector organisations throughout the UK. I was also involved in a number of marketing activities in order to further support Business Development activities. Another element of the role was to co-ordinate the effective administration of contracts for a range of central and local government clients.
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Tyneside Tourism Project OfficerGateshead Council May 2005 - Apr 2006My role invovled:Developing and implementing business development plans for tourism and cultural businesses on Tyneside•Worked in an advisory capacity to assist in improving innovation, competitiveness and survival rates of SME’s offering support and advice in a number of key areas of business development •Assisted in providing tailored consultancy, counselling and specialist advice to businesses on activities such as marketing, press and PR •Assisted in tourism research and project development across Tyneside•Developed and maintained effective working relationships with Tyneside businesses and project partners•Reviewed and monitored project budgets and targets in line with ERDF policies and external funding•Worked closely with the communications department with media scheduling and promotional campaigns for the project.
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Marketing ExecutiveCorus Uk Jul 2003 - Apr 2005London, London, GbMy role as a Marketing Executive for Corus included:•Development of a new nationwide marketing strategy•Design of a new company website used to promote the vast array of services CNES provided•Design and development of promotional material in a number of mediums including print•Growth of the marketing department •Organisation and management of exhibition stand and conference attendance•Working in close partnership with internal and external stakeholders including clients, managers and directors•Developing a portfolio of new company brochures, case studies and flyers to be used as key sales tools•Launch of a new service being introduced into the market. Promotion carried out using advertising and a high profile exhibition•Direct mail packages for new and existing customers•Defining geographical sales areas for the Business Development Engineers
Laura Scott Skills
Laura Scott Education Details
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Northumbria UniversityMarketing Management -
Emmanuel CollegeGcses & A Levels
Frequently Asked Questions about Laura Scott
What company does Laura Scott work for?
Laura Scott works for Dialect Communications
What is Laura Scott's role at the current company?
Laura Scott's current role is Chief Operating Officer | Customer Experience & Support | Award Winning | Fintech.
What is Laura Scott's email address?
Laura Scott's email address is la****@****ard.com
What schools did Laura Scott attend?
Laura Scott attended Northumbria University, Emmanuel College.
What skills is Laura Scott known for?
Laura Scott has skills like Business Development, Strategy, Management, Marketing Strategy, Marketing, Project Management, Training, Crm, Change Management, Marketing Management, Business Strategy, Public Relations.
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