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 milestone tracking, risks and issues, dependencies, resourcing, communications and financial management, assuring programs remain on schedule to deliver to plan•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•Facilitation of key program meetings including the tracking of agreed actions through a program RAID log•Supporting the creation and improvement of processes, procedures, and tools•Acting as a single point of contact for all Program Delivery Support queries and requests for information•Tracking and reporting key program milestones•Responsible for engaging with stakeholders across the business areas such as Risk and Compliance to develop and deliver key activities•Deliver effective and timely communications, written and verbal/internal and external to ensure key messages are shared and to build strong stakeholders relationships•Support senior managers, provide governance, reporting, assurance and compliance support to projects

•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•Sample checking of the output of the end-to-end process of the PPI Unit in accordance with current processes and procedures•Rating of the case reviewed as R/A/G differentiating between actual detriment and overall improvement in the quality of the output•Complaints highlighted as priority cases to be fast tracked•Updating the bank systems to ensure accurate records of the quality checking findings is maintained•Accurately and concisely summarise the review findings verbally and in writing to facilitate constructive feedback•Identifying recurring issues/themes with individuals and recommend appropriate actions, including training and increased sampling checking•Identifying systematic issues/themes and recommend appropriate actions, including training, process review and review of cases not subject to quality checking•Establish the root causes of issues identified in the quality checking process to enable appropriate actions to be undertaken •Review cases where re-work was identified as part of the sample checking to ensure corrective actions completed•Support the accreditation/sign-off process of new users or those moving to a new workstream•Self manage case and workflow management•Acting as a source of expertise providing guidance, coaching and support to team members as appropriate

•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 •Contribute to the overall PPI team performance quality and productivity goals whilst always achieving agreed individual target of 6 cases a day, and in line with FSA timelines •Ensuring that FCA regulations are met and adhered to•Acted as an expert in PPI complaints investigation, providing technical expertise and guidance and assisting in the development of colleagues knowledge and skills•Adhering to all agreed standards and protocolsQuality Checker•After the qualifying sign off period as a PPI complaint handler I was assigned cases from cases handlers to review and eliminate errors prior to being passed to final inspection from the Quality Assurers•Ensuring the case had been investigated thoroughly and there was a fair outcome for the customer•Responsible for setting, maintaining and ensuring quality standards aligned with FCA regulations•If verbal and written skills were not to a high standard, appropriate feedback was givenKey Achievement – •Top performer in the UK and Ireland.•Successfully closed a deal with a leading pharmaceutical company in the Netherlands over an Italian competitor for £300.000, which led to a further sale in the UK worth £1.1 million within 3 months due to a strong relationship creation and management.

•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•Recognise any gaps or bad habits•Process efficiency and improvements identified•Benefits of statistical process control for continuous improvement•An analysis of the qualitative and quantitative data that identified inefficiencies•Increase operational efficiencies and its success•5 core recommendations offered to increase efficiency and improve levels of customers that were below acceptable level

•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.•Responsible for managing the projects from beginning to end, the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals, including cost and schedule baselines•Managing the logistics of the equipment being transported from one country to another, together with specific machinery to elevate the equipment, and to ensure the buildings are suitably equippedKey Achievement •Top performer in the UK and Ireland.•Successfully closed a deal with a leading pharmaceutical company in the Netherlands over an Italian competitor for £300.000, which led to a further sale in the UK worth £1.1 million within 3 months due to a strong relationship creation and management.

•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. •Exceeded target within the first 3 months by 20% •Improved time to hire for a leading outsourcing company in India by threefold by creating a multi-level candidate attraction strategy supported by a redesign screening process•Reduced third party recruitment fees for a contracting company by 40% through negotiating and rationalising their supply chain.

•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. •Analysed the performance of suppliers, areas of potential problems and suggested remedial action where necessaryKey Achievement •Sales increased by 60% in the 1st year.•Year 2 I secured an account with Panasonic, 2 head offices and 6 divisional offices nationally. This account alone brought in (45 million JPY approx. £300,000 GBP

Msc, Logistics And Supply Chain Management

Ba, Export Management And Languages