Shauna Mitchell Email & Phone Number

• PMO Support
• Responsible for supporting the delivery off PPI complaint management information, including performance
• Supporting the Program Delivery Support Lead in the successful delivery of Programs through effective facilitation, tracking and reporting by assisting in the development and management of MI and reporting, plan and.
• Providing specialist analysis relevant to particular initiatives/projects
• Managing analysis, planning, design testing and implementation of operational processes, systems and procedures
• Supporting Program Managers in the preparation of weekly and monthly reporting packs

• Promoting the culture of continuous improvement with the objective of improving service and efficiency
• Working as a member of the Quality Review Team to ensure personal, team and PPI Unit objectives and service standards are consistently achieved
• Actively participating in team meetings and daily buzz sessions
• Support the development of training plans and policy reviews
• Provide feedback on quality reviews in a constructive, timely manner that facilitates improved quality results and customer experience
• Liaising with other bank departments/divisions, where appropriate to ensure the PPI Unit adheres to best practice in the quality checking of complaint handling

• Improving business performance working within Customer Relations department
• Take and retain ownership of customer PPI complaints and complex queries through to satisfactory and fair completion
• Investigate and ensure the effective resolution of complex PPI queries and complaints, adhering to the relevant security standards, internal and external procedures and legislative requirements
• Ensure customers and third parties are kept updated
• Preparation of redress and manual calculations
• Completed bespoke full and final response letters tailored to each customer’s individual circumstances

• Full end to end review on Banking Complaints
• Resolved complaints from cradle to grave – reviewing complaints, requesting additional information and writing bespoke letters explaining decisions to customers
• Responsible for dealing with section 75 complaints
• Carried out automated redress calculations
• Targeted at 3-4 cases a day but consistently over produced with perfect quality scores

• Freight Management, Inventory and Operations Management
• Global Purchasing and Supply, Logistic Strategic
• Distribution Centre Design and Management, Design and Operation of Logistics Systems
• Green Logistics, Supply Chain Improvement and ControlDHL Tradeteam Scotland – Dissertation
• Identify strengths and weaknesses in the customer service offering
• Find opportunities for lean improvements with current processes

• Selling Capital Equipment into the Pharmaceutical Companies, Laboratories and the NHS.
• Responsible for new business and managing an assigned sales territory to facilitate achievement of company sales and profit objectives.
• Ensuring high customer satisfaction and maintaining sound relations through correspondence and/or personal contact.
• Provided timely reporting of weekly and monthly events.
• Identified and specify opportunities for future STERIS products, markets, and new applications for current products and technology.
• Prepared sales quotations and follow through the sales process & prepared marketing campaigns and material.

• Recruited middle/senior/board level executives across South East Asia
• Headed the logistics division in Malaysia, which is dominated by freight forwarding, and recently moved towards a more integrated setup such as 3PL (Third party logistics) & Supply Chain Management
• Successfully worked with companies, in providing professional recruitment solutions for management & senior management positions in logistics supply chain (SCM), distribution & freight forwarding
• Acted as the point of contact between the candidate and the new employers
• I had a ‘very hands’ on approach and liaised with the relocation company to ensure the smooth running of the moveKey Achievement
• The first female head hunter in South East Asia heading up the first database within the Logistics division and building a data base from scratch.

• Reporting to the Foodservice Director, I was responsible for organisational and personal change management, process, plans, change management and business development tips
• Managing and motivating sales and customer service teams
• Change management through thoughtful planning and sensitive implementation, consulting with, and the involvement of the people affected by change
• Ensured that sales targets were achieved
• Worked closely with the national account management and marketing departments in developing appropriate sector strategies
• Responsible for producing sales performance reports, providing the necessary information to increase sales and service to our customers.

Msc, Logistics And Supply Chain Management

Ba, Export Management And Languages