Rose Mclaughlin Email & Phone Number

Glasgow, Gb

Glasgow, Gb

Glasgow, Scotland, United Kingdom

Assurance Training and Calibration Manager - Quality Assurance Team Manager - Risk and Compliance Specialist - Staff Engagement support Team - Sales Support Manager (Sales Coaching and Development support) - Communications Specialist (Creation and design for several Product and Campaign launches), Trainer - Creation and delivery to all staff levels from Apprenticeship Candidates to New Hire and Management Level.Supporting the successful transition of the Routine Assurance Department call review (audit activity) off shore to Manila in the Philippians, spending three weeks cross training staff on location in Manila and providing ongoing continuous coaching and calibration support from the UK through Google Meet and MIcrosoft Teams video conference facilities. Successfully transitioned Routine Assurance from being a Sales audit support focused Department to aligning to the new Customer Service Ambition model, concentrating on quality review and feedback for the Sales and Retention, Customer Management and Credit Management areas of Customer Service.Led the Cumbernauld Routine Assurance Team through the successful completion of the Debt Support Project and our Team achieved ‘Debt Recoveries’ Top Team recognition. We also managed to consolidate nearly $1 Million pounds worth of Debt for customers.Provided hands-on support with the creation and successful implementation of the Assurance Training Program to support the start up of the Routine Assurance Department in SSE. We started off with 2 FTE (Operations Manager and myself) which grew to a combined FTE of 49.4. Key responsibilities included; creation and delivery of training, learning and calibration sessions. Coaching and development of staff. Over the past several years took a more hands on approach by managing a team of up to 14 Frontline support staff and also supported the feedback and reporting team initiatives.

Glasgow

Team Manager - Operations Manager - Recruitment support - Training support and delivery - Project Management - Staff Development and Engagement - Customer Experience and Retention - Outbound Team Lead - Quality AssuranceWhile at Goldfish in Atlantic Quay I was primarily involved with the successful creation and implementation of the Customer Retentions area of the Business. This included the recruitment of both agent level support as well as Team Manager staffing. Our primary focus was to retain customers and proactively promote Goldfish Credit Card services. Staff Development and Engagement through Coaching and Training delivery and support - Quality Assurance

Saint John, New Brunswick, Canada

Start up and Launch of two Contact Centres and Training Departments - Training Creation and delivery - New Campaign start-up launch at various RMH locations throughout Canada and the United States - Staff Recruitment, Coaching, Development and Engagement at all levelsDuring my time at RMH I was an active member of the Operations Management Team responsible for the successful start up of the Customer Contact Centre. As Training Department Manager my responsibilities included the creation and delivery of training for all staff on the various initiatives and projects supported by the Business. As well, I was actively involved with client presentations and initiatives deemed at acquiring new contracts and campaigns and travelled extensively throughout the United States and parts of Canada.

Saint John, New Brunswick, Canada

In Store Branch: Customer support with Mutual Funds and Investments, Loans, Mortgages, Credit Cards, Day to Day Banking - Responsible for holding / maintaining Branch Treasury. Contact Centre: Telephone Banking - Team Manager - Recruitment and Resourcing support - Staff Development and Engagement through Coaching and Training delivery and support - Quality AssuranceHaving started my Banking career in a Retail Branch, my role was supporting customers with their day to day banking needs including; Personal accounts, credit cards, loans and mortgages and I also successfully acquired my IFIC (The Investment Funds Institute of Canada) Qualification to be able to discuss Investment options. Additional responsibilities included maintaining Branch Treasury and managing the Branch Cash Machine.

Certificate In Training Practice Qualification (Ctp) With Merit Distinction

Education record

Hr Business Certification