Margaret Burns
Barcelona
Summary
Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.
Overview
18
18
years of professional experience
Work History
MANAGEMENT CONSULTANT
SELF EMPLOYED
Barcelona
09.2021 - Current
- Operational setup, systems, KPI’s, SLA’s and outsourcing for startups achieving customer service excellence
- Built remote customer service teams of 300+
- Logistically acquired & negotiated set up of contact centre
- Creation of training manuals & Process mapping
- Designed and executed targeted system and structure solutions, improving commercial opportunity
- Set out clear development objectives, improving confidence and competence of operational teams
- Used exceptional networking and relationship-building abilities to nurture positive, professional stakeholder relations
- Identified key development opportunities within people and processes, enhancing overall business capabilities
- Worked collaboratively with clients to deliver faultless experiences from project mobilisation to delivery.
- Reviewed diverse organizational problems to assess concerns with workflows, communication and cost controls.
- Met with clients to discuss expectations to ascertain best ways to meet projected goals.
- Reviewed established procedures to assess areas in need of improvement.
- Collected, tracked and evaluated current business and market trend data.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Assisted leaders in understanding how to successfully oversee and improve Processes.
- Taught business managers how to effectively oversee areas such as Customer Service ,Training and Customer Loyalty.
VICE PRESIDENT OPERATIONS
SMILE2IMPRESS
Barcelona
11.2020 - 09.2021
- Management of 82 clinics in Spain, Italy, Portugal, France and the UK
- Interviewed & and hired all Doctors.
- Complete set up of our customer services multilingual and patient care department contact centre, both in house as well as outsourcing to a third party provider
- Created processes to focus on continuous improvement, notably through automation and thrive for operational excellence
- Managed Heads of departments in IT, Customer care, Sales, Marketing, Finance & Logistics and HR
- Root cause analysis identifying optimizations to design new processes and roll-out plans
- Lead strategic / large-scale projects to ensure their success and maximise business impact in other areas of the business resulting in Teen clinics and other marketing opportunities
- Participated on product design and results monitoring/analysis for improvements
- Strengthened & scaled project management, change management & knowledge sharing practices within the company
- Created internal teams to optimize onboarding and support, to maximise operational efficiency
- Delivered speeches and attended industry conferences to promote company image and engage with buyers.
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
- Revitalized business plans and realigned company objectives to increase overall profits.
- Coordinated work across departments to keep teams on track with company goals.
- Traveled to trade shows and client meetings to promote company brand.
- Implemented best practices to strengthen internal systems and spearhead proactive change.
- Created business process flows to identify opportunities for improvement.
- Collaborated with various departments to identify operational challenges and plan corrective actions.
- Reduced costs and optimized revenue by executing contract bidding and procurement processes.
- Transformed departmental operations through aggressive process overhaul and attention to quality.
- Integrated marketing and sales strategies with business development and operational leadership plans.
- Supervised daily operations of multi-million Euro divisional operation.
- Drove change management initiatives to ensure new processes/tools/ best practices for adoption and increase communication and knowledge sharing
- Developed doctors and clinical department's goals, objectives, standards of performance
- Responsible for upholding security and confidentiality regulations, and facility policies and procedures for access and review of all medical records.
HEAD OF OPERATIONS
TREATWELL
Barcelona
09.2016 - 08.2020
- Centralised the group operations customer service throughout Europe into Barcelona, whilst documenting & auditing best practices for implementation
- Responsible for the overall global operations strategy in Barcelona
- Key responsibilities: - Overall Strategy - Budget and forecasting - Setting group KPIs and targets - P&L
- Customer retention - Leading content, customer experience, CX, NPS, analytics, training, best practice and HR/office teams.
- Delegated work to staff, setting priorities and goals.
- Implemented successful business strategies to increase revenue and target new markets.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented campaigns and promotions to help with developing goods and services.
European Consumer Affairs Insights & Processes MGR
KELLOGG COMPANY
Manchester
09.2013 - 11.2015
- Responsible for the overall group operations strategy within customer service at group level for Kellogg & Pringles CEEMEA
- Lead the operational structure for all new markets and acquisition of Pringles
- Delivery of world class service to over 350,000 Kellogg and Pringles monthly consumers throughout Europe, Middle East and Africa
- Management of multi site contact Centres, finances, third party service providers logistics and fulfillment throughout Europe
- Improved customer experience through creation and implementation of promotional toolboxes to be able to deliver best practice across Europe and knowledge share before on pack promotions go live
- European IT support for CRM system
- Developed Processes and procedures across CEEMEA
- Reduced consumer compensation across Europe by 30%
- Audited our call centres
- RFI's and contract negotiation
- Development and leadership of all remote direct reports across EMEA, 10 direct reports
- Quality checks & leadership of all processing plants across Europe ensuring best practices.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Conducted quality, timely performance feedback and performance appraisals.
- Maintained adequate staffing to meet objectives within budget.
- Created training modules and documentation to train staff.
- Minimized staff turnover through appropriate selection, orientation and training.
CLIENT SERVICES MANAGER
INTERNATIONAL CONTACT CENTRE CPM
Barcelona
01.2006 - 09.2013
- Multiple client management and financial accountability for growth of Kelloggs, Pringles, HP, Honda
- Implementing SLA's/KPI's
- Key responsibilities: - P&L & ROB forecasting - Development of 6 direct reports for team sizes of 60/80 across multiple projects
- Financial expansion of Kellogg and Pringles project from 7 Countries to 67 across EMEA
- Training and alignment of processes across all marketplaces.
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Directed and motivated staff by reviewing work and providing constructive feedback.
- Developed relationships with stakeholders to maximize performance resulting in customer satisfaction.
- Interfaced with third-party companies to resolve concerns and request additional data.
- Assessed monthly reports to review client activity and identify opportunities.
- Provided regular reporting and wrap-up analyses using various data points.
- Liaised with director of client services to identify growth opportunities within portfolio.
- Leveraged CRM to maintain assigned accounts and activities.
- Facilitated learning opportunities to advance team's customer service and technical skills.
- Attended workshops, meetings and site visits to gather customer requirements.
- Oversaw projects by conveying and managing deliverables.
- Conducted periodic audits to foster compliance with standards and service levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Education
MSc Nursing - MSC Adult Nursing
QUEEN ALEXANDRA'S ROYAL ARMY NURSING CORPS UNIVERSITY
01.1998
Skills
- Strategic Planning and Execution
- Process Improvement
- Performance Analysis
- Resource Allocation
- Data Management
- Customer Retention
- Customer Service Management
- Purchasing and Planning
- Proficient in SAP,Hubspot,Salesforce,Zendesk,Aeriandi, (Speik )Wilkie-Thornton
- Business Leadership
- Leadership Training
Accomplishments
- Customer Services award of the year Kellogg for best in house customer services.
- Podcasts Kellogg & Customer Services & Shared Service Best Practice
Languages
English
First Language
Spanish
Intermediate (B1)
B1
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MANAGEMENT CONSULTANT
SELF EMPLOYED
09.2021 - Current
VICE PRESIDENT OPERATIONS
SMILE2IMPRESS
11.2020 - 09.2021
HEAD OF OPERATIONS
TREATWELL
09.2016 - 08.2020
European Consumer Affairs Insights & Processes MGR
KELLOGG COMPANY
09.2013 - 11.2015
CLIENT SERVICES MANAGER
INTERNATIONAL CONTACT CENTRE CPM
01.2006 - 09.2013
MSc Nursing - MSC Adult Nursing
QUEEN ALEXANDRA'S ROYAL ARMY NURSING CORPS UNIVERSITY
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