Summary
Overview
Work history
Education
Skills
Websites
Timeline
Generic

Calum Paterson

London

Summary

Professional with strong background in client and account management, recognised for effective communication and global coordination. Expertise in CRM systems, relationship building, and retention strategies, including renewals and upselling. Proven ability in resource allocation, operational efficiency, and cross-functional collaboration to maintain quality assurance. Experienced in SOP development and process mapping, with a focus on detail and efficiency.

Overview

10
10
years of professional experience
10
10
years of post-secondary education

Work history

Account Operations Manager

8billionideas
London
10.2024 - 08.2025
  • Coordinated the delivery of school-based educational programmes across multiple regions (Europe, Asia, USA) ensuring timeliness, quality, and stakeholder satisfaction.
  • Managed scheduling, delivery trackers, and resource allocation to streamline operations and improve departmental efficiency.
  • Maintained proactive communication with clients, resolving queries and ensuring seamless programme execution, and onboarding our SaaS customers.
  • Implemented workflow improvements and CRM system updates across HubSpot and Asana to enhance internal reporting, compliance tracking, and safeguarding processes.
  • Supported cross-team coordination, contributing to successful international programme launches and renewals with a client retention rate of 80% despite a declining UK market.

Operations Assistant (Project Management)

8billionideas
London, England
09.2023 - 10.2024
  • Contributed to an average CSAT score of 92 throughout an academic year.
  • Supported the project management team in delivering high-impact programmes.
  • Managed timetabling, delivery trackers, and client data with high accuracy and detail.
  • Acted as a key liaison between internal teams and clients, ensuring communication remained clear and outcomes aligned with expectations.
  • Represented the company in Dubai, conducting site assessments and meeting with school leaders and parents to support the launch of international camp offerings.
  • Developed compliance protocols, contributing to risk mitigation and quality assurance.
  • Demonstrated strong organisational skills under pressure, helping to deliver consistently positive client outcomes and smooth programme rollouts.

Customer Operations Representative

Standard Life (Phoenix Group)
Edinburgh, Edinburgh
03.2020 - 09.2023
  • Consistently met SLAs, achieving the fastest case completion rate in the department.
  • Handled complex customer requests relating to pensions, tax, and financial crime investigations and delivered high-quality support, achieving strong customer satisfaction.
  • Ensured compliance with financial crime regulations during pension processing.
  • Used multiple internal systems to calculate financial entitlements.
  • Supported continuous improvement initiatives by flagging process issues and correcting.

Sales Advisor

American Golf Trading
Edinburgh, Edinburgh
04.2019 - 08.2019
  • Exceeded sales targets by tailoring product recommendations to customer needs.
  • Delivered expert advice and a positive retail experience, strengthening customer loyalty.
  • Promoted new product lines and contributed to strong in-store sales performance.

Financial Crime Advisor

Royal Bank of Scotland
Edinburgh, Edinburgh
10.2016 - 08.2018
  • Investigated and resolved fraud cases, providing empathetic, compliant support.
  • Built trust with clients during sensitive cases, balancing investigation with reassurance.
  • Analysed fraud trends and adapted response strategies to evolving risks.
  • Achieved a higher level of efficiency with meticulous scheduling and organisational skills.

Financial Crime Advisor

Manpower Recruitment Agency
Edinburgh, Edinburgh
08.2015 - 09.2016
  • Delivered fraud prevention support to personal and business banking clients.
  • Managed multiple cases simultaneously, exercising sound judgement and detail.
  • Escalated high-risk cases appropriately while maintaining service quality.

Education

Asana AI For Work Course
/2025 - /2026

Asana Workflow Specialist Certificate
/2024 - /2025

Higher - Physical Education

Craigmount High School
Edinburgh
08.2010 - 08.2015

National 5 - Physical Education, English, Mathematics, Physics, Engineering Science, Business, French, Spanish

Craigmount High School
Edinburgh
08.2010 - 08.2015

Skills

  • Client and account management
  • Clear communication
  • Global client coordination
  • CRM expertise
  • Relationship building and retention
  • Renewals and upselling strategies
  • Resource allocation and operational efficiency
  • Cross-functional collaboration
  • Quality assurance
  • System reporting and analytics
  • SOP development and process mapping
  • Attention to detail
  • GDPR compliance training
  • Safeguarding protocols
  • Problem solving
  • Delivery tracking

Timeline

Account Operations Manager

8billionideas
10.2024 - 08.2025

Operations Assistant (Project Management)

8billionideas
09.2023 - 10.2024

Customer Operations Representative

Standard Life (Phoenix Group)
03.2020 - 09.2023

Sales Advisor

American Golf Trading
04.2019 - 08.2019

Financial Crime Advisor

Royal Bank of Scotland
10.2016 - 08.2018

Financial Crime Advisor

Manpower Recruitment Agency
08.2015 - 09.2016

Higher - Physical Education

Craigmount High School
08.2010 - 08.2015

National 5 - Physical Education, English, Mathematics, Physics, Engineering Science, Business, French, Spanish

Craigmount High School
08.2010 - 08.2015

Asana AI For Work Course
/2025 - /2026

Asana Workflow Specialist Certificate
/2024 - /2025

Similar Profiles

Create profile
Calum Paterson