Paula Fox Email & Phone Number

Stirling, Scotland, United Kingdom

Operations manager for a specialist team of root cause analysts within the Business Innovation department. Acting as the primary conduit between Diligenta and M&G, providing regular updates via the various Governance sessions. This includes the weekly action review session with members of the Diligenta Senior Leadership Team, function to function sessions with M&G and contributing to the monthly Governance/Committee sessions Promoting quality standards for the analysis being undertaken and sharing of best practice across the M&G account. Overseeing the production, approval and completion of all RCA analysis linked to areas of failure demand e.g. Complaints, Repeat Contacts, Quality Outcomes & Notifiable Events. Setting the priorities within a sprint cycle and executing against the activity plan Leading the RCA team in its day to day activities, including management of the team, effective liaison and feedback with business areas on planned activities and the results from, root cause analysis (RCA) activity. Oversight of monthly management information which provides a detailed and accurate view of RCA activity undertaken, variance against plan/s, issues identified, trends, findings from RCA and activities to address identified issues. Escalation of any operational concerns to key stakeholders

As a Senior Insight Analyst specializing in complaint insights, data mining, root cause analysis, process development, team management, and presenting findings to clients and board-level stakeholders. My current role involves delivering valuable insights, driving data-driven decision-making, and ensuring optimal customer satisfaction.Complaint Insights: I analyze customer complaints to extract insights and uncover issues. By employing advanced data mining techniques, I extract meaningful information from large datasets, identify trends, correlations, and outliers, and derive insights for informed decision-making. Rigorous statistical analysis is performed to validate findings and ensure accuracy and reliability.Root Cause Analysis: I conduct in-depth root cause analysis to identify the underlying factors contributing to customer complaints. Collaborating with cross-functional teams, I investigate and address the root causes to implement effective solutions.Process Development / Improvement: I contribute to process development and improvement initiatives based on insights derived from complaint analysis. This involves streamlining procedures, enhancing operational efficiency, and optimizing customer service processes to deliver exceptional experiences. I closely collaborate with stakeholders to ensure successful implementation of process improvements.Team Management: I provide guidance and support to a team of analysts, focusing on their professional growth and success. I foster a collaborative and high-performance culture that encourages knowledge sharing, innovation, and continuous learning. Additionally, I assign and oversee project tasks to ensure timely and high-quality deliverables.Presenting Findings: I communicate complex findings to stakeholders via compelling reports, presentations, and visualizations, I convey insights / recommendations. By engaging with operational leads, I facilitate data-driven discussions and influence strategic decisions.

Blairgowrie, Scotland, United Kingdom

As a Commercial Business Analyst, I was responsible for reporting critical areas of the business, including SME Sales, National Tenders, Operations, and strategic planning. Additionally, I developed comprehensive Board Packs for Monthly Board Meetings.A key aspect of my role involved building high-quality value systems to drive sales and financial performance, conducting competitor analysis, implementing customer retention strategies, evaluating team performance, and identifying growth opportunities. My focus was on developing and implementing efficient business processes to enhance overall productivity and success.

Blairgowrie

Leading a primary investigative unit responsible for handling complex and high-value accounts. These accounts required meticulous analysis of various aspects of the customer/supplier relationship, including invoice and account disputes and working closely with market operators to resolve any outstanding issues. The accounts managed spanned the entire value chain, with invoices reaching up to £500k and multimillion-pound accounts (up to £5m per annum). Achieved significant milestones during my tenure, including the implementation of efficient processes that resulted in a 70% reduction in service level agreement (SLA) turnaround time, a 76% reduction in backlog, and an overall improvement in the quality of investigation responses. These improvements allowed for enhanced customer aftercare and retention.

Dundee, Scotland, United Kingdom

As the founder of a multi-award-winning start-up company, I spearheaded the development of an innovative integrated LED matrix technology, with a strong emphasis on performance and safety functions. Our company specialises in selling branded apparel through various channels, including trade events and online stores across the UK, France, Andorra, and Austria.In my role, I assumed a wide range of responsibilities related to brand establishment and revenue generation. This included overseeing product manufacturing, web development, online sales operations, product design, conducting product testing, securing sponsorships, obtaining funding awards, engaging with customers, and planning trade events.Additionally, I took charge of technology-focused initiatives within the company. This involved delivering compelling pitch presentations, crafting investment proposals, managing financial accounts and forecasts, developing effective sales strategies, conducting research and development for manufacturing processes, and acquiring knowledge of shares, intellectual property (IP), and licensing contracts.Throughout my tenure, my dedication and expertise in these areas enabled the successful growth of the start-up. I navigated the complex landscape of technology and business, positioning the company for success through strategic planning, strong financial management, and a commitment to delivering innovative and high-quality products to our customers.

Edinburgh City, Scotland, United Kingdom

As a recipient of funding from Scottish Enterprise for business growth and development, I had the privilege of participating in a prestigious fellowship program. This comprehensive program involved intensive business training delivered by esteemed Scottish and internationally acclaimed experts, including Entrepreneur Business School Ltd.Throughout the fellowship, I gained invaluable knowledge and skills across a wide range of business areas. The training topics covered included business finance, essential business fundamentals, the spin-out process, effective product marketing strategies, meticulous business planning, team building techniques, sales approaches for both business-to-business (B2B) and business-to-consumer (B2C) markets, investment mechanics, terms sheets and tactics, contractual law, forecasting and settlements, recruitment strategies, board management principles, manufacturing insights, various business models, intellectual property considerations, and corporate processes.This immersive training experience provided me with a strong foundation and a deep understanding of crucial aspects of running a successful business. I was equipped with the tools and knowledge necessary to navigate financial challenges, develop robust business plans, build effective teams, drive sales and investment opportunities, protect intellectual property, and optimize corporate processes.The fellowship not only broadened my skill set but also fostered valuable connections within the business community. I am grateful for the support of Scottish Enterprise and the opportunity to learn from industry experts, enabling me to enhance my business acumen and contribute to the growth and success of my ventures.

Dundee, Scotland, United Kingdom

As an Enterprise Fellow supported by the Royal Society of Edinburgh and sponsored by the University of Dundee, I had the opportunity to drive the growth and development of my start-up company. Our focus was on innovative integrated textile technology, prioritizing performance and safety.To ensure a strong foundation for the company, we adopted a technology-driven approach alongside an apparel brand strategy to generate revenue, facilitate marketing efforts, and validate our concepts.Within my role, I held several key responsibilities in both the technology and start-up brand aspects of the business. On the technology front, I conducted compelling pitch presentations, crafted persuasive business and investment proposals, managed financial accounts and forecasts, devised effective sales and marketing strategies, conducted extensive global manufacturing research and development, and acquired valuable knowledge in shares, intellectual property, and licensing contracts.Simultaneously, I took charge of crucial responsibilities for the start-up brand and revenue generation. This included overseeing product manufacturing, coordinating web development initiatives, managing online sales channels, contributing to product design and testing, engaging customers effectively, and actively participating in major trade events to maximize exposure and market presence.Throughout this Enterprise Fellowship, I embraced the opportunities and challenges that arose in both the technology and brand domains. By effectively balancing these responsibilities, I successfully steered the growth and progress of the company, establishing a strong foothold in the market.