Alana Brown
Edinburgh,Midlothian
Summary
Proactive professional that takes initiatives, problem-solves and works closely with teams for successful project outcomes.
Balances day-to-day operations, optimise workflow sand set best practices.
Travel professional with extensive experience planning first-class personal and commercial experiences and understanding of evolving travel trends. Focused on meeting client requirements with well-prepared arrangements and itineraries meticulously matching varying budgets.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work history
Product Manager
TriSaas
Edinburgh, Midlothian
03.2023 - Current
- Conduct continuous evaluations to improve products and user experience.
- Champion customer experience throughout product development process.
- Coordinate project planning and execution with team members and team leads.
- Coordinate design meetings and decisions across internal departments and teams.
- Consult with product development teams to enhance offerings based on customer data.
- Prioritise product backlog to achieve goals and targets.
Support Manager
The Access Group
Edinburgh, Midlothian
12.2021 - 02.2023
- Established and implemented effective training programs to maximise team performance.
- Prepared schedules that maximised coverage during key hours.
- Tracked and documented metrics and evaluated trends to inform future strategies.
- Monitored employee and customer interactions to assess quality of service.
- Utilised ticketing system to track timeline and resolution of problems.
- Produced daily, weekly and monthly reports to increase team productivity.
- Observed performance of hardware and software to maintain functionality and reliability.
- Tracked team performance to provide feedback and status reports to management.
- Trained and mentored support staff to provide exceptional customer service and swift resolution.
Onboarding Team Leader
The Access Group
Edinburgh, Midlothian
08.2019 - 12.2021
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
- Drove team to consistently exceed critical Key Performance Indicator (KPI) targets.
Technical Support Analyst
The Access Group
Edinburgh, Midlothian
12.2016 - 08.2019
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Reduced escalation workload and maintained timely feedback to management.
- Recommended and implemented configuration changes and system additions to optimise performance.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Performed on-site beta testing for new systems to identify and resolve potential problems.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
Deputy Retail Manager
TUI Group
Edinburgh, Midlothian
07.2010 - 12.2016
- Developed team's product knowledge, resulting in increased store sales.
- Ran promotions and events in line with company standards.
- Toured sales floor regularly, assessing and improving daily operations.
- Inspired team to represent brand with enthusiasm by maintaining high standards.
- Conducted staff appraisals and promoted ongoing professional development.
- Recruited and trained staff members, leading by example to consistently elevate store standards.
- Analysed sales figures, identifying areas to improve and implementing remedial action.
Customer Service Manager
Thomas Cook
Edinburgh, Midlothian
07.2003 - 07.2012
- Delivered feedback constructively to enhance staff performance.
- Reviewed processes and practices regularly to achieve business goals.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Took ownership of escalated customer issues and followed through to resolution.
- Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
Education
Certificate of Higher Education - 6 - Highers
Beeslack Community High School
Midlothian 08.1997 - 06.2003
Skills
- Attention to Detail
- Flexible and Adaptable
- Critical Thinking
- Brand building
- Competitor product analysis
- Continuous improvements
- Superb time management
- Exceptional telephone etiquette
- Complaint resolution
Languages
English
Native
Timeline
Product Manager
TriSaas
03.2023 - Current
Support Manager
The Access Group
12.2021 - 02.2023
Onboarding Team Leader
The Access Group
08.2019 - 12.2021
Technical Support Analyst
The Access Group
12.2016 - 08.2019
Deputy Retail Manager
TUI Group
07.2010 - 12.2016
Customer Service Manager
Thomas Cook
07.2003 - 07.2012
Certificate of Higher Education - 6 - Highers
Beeslack Community High School
08.1997 - 06.2003
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