Tracy Schofield Email & Phone Number

Livingston, Gb

Scotland, United Kingdom

Welcome to Digital Leads Agency - Where Marketing Creates Sales!Online Marketing for Small & Medium-Sized Businesses - Whatever your industry, we’re here to help you achieve your business goals.Services* Websites & Funnels:* Social Media Management* Facebook & Instagram Ads* LinkedIn B2B Growth Services* Content Marketing* SEO* CRM & Systems Automation👉 Let's Connect: Whether you're a startup looking to establish a strong online presence or an established business aiming to reach new heights, I'm here to collaborate and drive results. 👉👉 Book a call here - https://www.digitalleadsagency.com/contact-us

Scotland, United Kingdom

A 22 year track record developing, customising and delivering strategic solutions with sustainable results for 2 well known and Award winning Global Banks. Business Growth and Management Consultant Expert, specialising in transforming business performance. We identify waste using Systems Thinking methodology and work collaboratively with you to redesign your operation. Our consulting differs from most other consulting services in several ways:✹ Our radical approach has been proven to transform service organisations and improve their performance to an extent that would not be possible with conventional management thinking. ✹ You will no longer have to face tough choices between reducing costs and improving service. With the right approach to management, you will sustainably increase customer satisfaction while reducing costs. We offer a suite of services that can help you achieve profitable, sustainable growth through customer-centric thinking. I work with global clients or UK based companies, any size. Areas of Expertise and Focus:➤Identifying areas of waste and opportunity for considerable growth.➤Customer effort diagnosis and redesign of people, policy, processes practices.➤Modernising operational practices in alignment with customer centric deliverables. ➤Training and Competency frameworks.➤Customer Journey efficiency and streamlining.➤Service to Sales Growth.Additional Services:➤Assessment of Agent Quality through holistic in-depth Call Monitoring review.An informal chat and review could determine if your company could benefit.Please book a time here https://calendly.com/tschofield-growth-consulting/30minor feel free to contact me via LinkedIn.

Edinburgh, United Kingdom

Redesign the Global Quality Strategy, modernise Quality Assurance functions and deliver the Target Operating Model in alignment with customer expectations and business goals. Implementation in all HSBC contact centres across the globe.Key Achievements:* Designed voice, non-voice, live chat, video competency and monitoring frameworks, overseeing testing implementation across the globe and providing agent, customer, process, policy analysis* Successfully achieved full business sign off for global implementation of a new quality model, early evidence indicates significant improvement in TM ability to uncover coaching opportunities increasing agent performance in alignment with customer satisfaction trends* Created and delivered a global call library to develop agent skills and behaviours, using trending themes across all customer voice and digital channels* Identified customer online banking navigation issues and instigated live chat solutions to reduce customer effort* Improved live chat interactions and customer journeys with development of canned responses and conversational flows, improving the ratio of chats per agent* Identified customer experience issues in global contact centres, redesigned training intervention and successfully reduced handling time and improved customer experience* Respected consultant, consistently called upon to advise and direct other business areas in review and design of QA and monitoring frameworks and professional standards scheme to mitigate risk and improve performanceKey Skills:* A strategist with creative and analytical skills* Critical Decision Maker with a high-level aptitude for problem-solving* Effective communicator with strong interpersonal, stakeholder management, negotiating and influencing skills* An exceptional Project Manager* Strong leadership qualities with the ability to adapt my style to different countries and cultures* Business Process Improvement * Quality Assurance

Edinburgh, United Kingdom

Tasked with undertaking an in-depth review of our contact centre structures across Europe, customer journeys, procedures, policy and internal processes. Providing a strategic focus that brings UK alignment, overseeing project milestones, ensuring the successful implementation of objectives and key performance indicators.Key Achievements:* Chair of Professional Standards Governance Forum for Advised Mortgages, responsible for bringing heads of Contact Centres, compliance teams and retail branches in alignment with contact centre methodology* Coordinated delivery of a new Quality Monitoring System across all countries, implemented successfully* Led project initiatives at pace, successfully meeting regulatory timescales for MMR (Mortgage Market Review)* Visited global contact centres to identify call improvement opportunities, provide a clear plan of key activities to remove inherent risks, improve customer journeys and agent performance, set coaching culture expectations * Provided visibility of centre performance issues/opportunities and drove change through governance meetings * Successfully mitigated risk through targeted testing, clear customer outcome framework and regulatory reporting

Edinburgh, United Kingdom

Led an international team of 100 fte across 10 sites, completing QA testing of 2500 staff in HSBC, UK and global contact centres.Key Achievements:* Made a significant contribution in development of a bank wide sales customer outcome framework, a monitoring assessment that enabled clear identification and categorisation of product risks inherent to product sales.* Recognised by external regulators for ability to isolate high risk performance and evidence successful intervention.* Designed a bank wide 12 week ‘New to Role‘ accreditation programme, successfully achieving a faster route to competence, reducing attrition and handling time, and improving agent interaction and customer satisfaction.* Reduced high risk lending calls by 25% through procedure simplification and targeted quality monitoring.* Improved customer experience and agent handling time by improving each sale product customer journey.* Identified common customer dissatisfaction themes and instigated change, working with complaints team.* Produced top of bank contact centre reporting for external regulator visits, exceptional feedback received from senior management and positive rating from FCA.

Edinburgh, United Kingdom

Customer Experience Manager for Edinburgh contact centre evaluating customer interactions and designing innovative changes/processes to meet or exceed customer expectations and, thus, increasing customer satisfaction, loyalty and advocacy.

Edinburgh, United Kingdom

Responsible for setting up and managing a new team of 80 people delivering a new Premier Account product to high net worth customers.