Mark Clapperton Email & Phone Number

Dundee, Scotland, United Kingdom

Using my customer service, audit, quality and improvement skills

Dundee, United Kingdom

East Kilbride

• My role as Customer Services Consultant was to continue to build a good working relationship with the 500+ customers in the Healthcare and Life Sciences sectors by visiting these customers on their site at least once a year. To provide the customer with a dedicated point of contact, provide guidance and assistance where required and ensure we deliver excellent customer service. My role also included working with the Account Management team on Customer Service projects and development of customer service tools.Expertise in defining and acting on an account growth strategy• Expertise in Project and Account Management execution in order to take responsibility for and ownership of account growth strategy projects• Experience with project management software such as Microsoft Project• Expertise in the use of marketing channels to capitalise on strategic opportunities identified through account management activities• Proven ability to work within and lead teams• Experience in business process design and business process re-engineering skills• Proven ability to convey complex information in a clear and concise way with excellent telephone manner• Proven ability to communicate effectively at all levels• Excellent written skills, including internal strategic opportunity positioning reports• Proven ability to work autonomously and to a deadline• Possess knowledge of the GRC market• A good understanding of operational and strategic risk management and the risk domain in general

Edinburgh, United Kingdom

• Oversee the day-to-day running of the office – responsible for the administration, lending and collections teams and ensure their workloads are managed efficiently• Ensure that we deliver excellent customer service to both internal and external customers• Manage, coach and train staff as a team and individually on a one-to-one basis• Appraisal setting and daily feedback on performance and adherence• Set quality assurance compliance objectives and ensure that targets are achieved• Define quality procedures in conjunction with operating staff• Set up and maintain controls and documentation procedures• Implement and review change to the current policy or procedure• Review and assess the effectiveness of changes made to both policy and procedures• Ensure that all compliance issues are adhered to - part of the Company Policy Review Committee

Home Based

• Delivering consistent results from the company’s portfolio of print advertising products• Maintaining a high level of customer service for existing clients• Sourcing new business contacts to maximise returns • Consistently achieve results in all areas – Sales, Corporate Behaviour and Customer Service

Edinburgh And Glasgow

Project and Product Development Manager (2006- 2008)• Implement a records management system ensuring that all records of all customers are accurately maintained and well organised with the ultimate goal to organise, update and improve the overall workflow of documents within the company• Expert knowledge of standards and processes to ensure that the records management system remains up to date with accurate information• Experience of accessing and changing business requirements and its impact on the records management services• Proven experience in organising and prioritising multiple tasks and workloads to meet deadlines• Experience of planning, delivery and management including change management• Oversee and deliver new software project for the 130 branch network • Oversee and implement procedural guidelines for all products ensuring all staff across the branch network understand and review on a regular basis• Act as a central point of contact for both internal and external customersSenior Operations Manager, Glasgow (2005 – 2006)• Manage, coach and oversee administration, application taking, lending and collections teams in a call centre environment• Motivate team to ensure that targets including lending, collection, application-taking and call response times are exceeded• Set QA compliance objectives and ensure that targets are achieved• Define quality procedures in conjunction with operational staff• Agree standards and establish clear defined methods for staff to apply• Identify relevant training needs and deliver training• Collate and analyse performance data and compare against defined parameters• Write technical and management system reports• Bring together staff of different disciplines and drive the group to plan, formulate and agree comprehensive procedures• Persuade reluctant staff to change their way of working to incorporate quality methods• Monitor performance by gathering relevant data and produce statistical reports

Dundee, United Kingdom

• Manage, coach and train staff as a team and individually on a one-to-one basis• Motivate team to ensure that lending and collection targets are exceeded by holding morning huddles and encouragement throughout the day

Dundee, Edinburgh, London

Manager, Bathgate Branch (2002 - 2003)Senior Auditor, Group Internal Audit (2001 - 2002)• Lead Compliance and Audit team to ensure that business areas are adhering to Bank policy including GISC, FSA, DPA guidelines• Good analytical skills• Report writing• Plan and organise audits, including timescales and resource required• Identify key risk elements of areas under review and recommend policy changes for the area• Ensure that Service Level Agreements are met throughout the business areas• Meet with Heads of area to discuss, negotiate and review audit findingsOperational Manager, London Chief Office (2000 - 2001)• Administration and supervising of 55 staff and Bank Officials with 4 direct reports• Implementing standard procedures and security accuratelySystems Analyst, Corporate Banking, London (1998 - 2000)• Central point of contact for 23 Regional Offices• Administer the Resource requirements and Performance of the 23 offices using a dedicated Management Measurement System/database• Oversee, review and collate the Resource and Performance Management information• Analyse financial data and monitoring forecasts for staffing requirements• Good communication skills by building good relationships with other key areas of the bank network• Act as a representative for the English offices in key meetings with business areas• Ensuring a high standard of internal customer service and communication was delivered to the 23 Regional Offices.• Developing best practice across the Regional Offices by reviewing processes adopted and review ways to improve• Develop and review Service Level Agreements between the business areas and for external customers.