Claire Fitzpatrick
Glasgow
Summary
Dynamic and result-driven professional with a strong focus on people development, adept at coaching and organising training to meet individual development needs. Demonstrates effective leadership through a friendly, open personality that fosters active participation and idea sharing to achieve desired outcomes. Accomplished communicator with expertise in tailoring content for diverse audiences, complemented by strong customer service skills that build long-term relationships based on trust and credibility. Possesses excellent organisational skills, managing and prioritising tasks to optimise results in multi-skilled teams while achieving challenging targets. Proficient in compliance standards, HR policies, quality assurance controls, mentoring, KPI tracking, resilience under pressure, leadership skills, conflict resolution, and training and development.
Overview
31
31
years of professional experience
1993
1993
years of post-secondary education
1
1
Certification
Work history
Team Leader - Scottish Power Campaign
Kura (Tuped to Capita)
Glasgow, Glasgow City
01.2020 - 12.2025
- Planning & determining training and development needs to meet performance expectations.
- Coordinated project tasks and ensured timely completion of objectives through effective communication.
- Oversaw daily operations and addressed challenges to maintain productive work environment.
- Facilitated regular meetings to encourage collaboration and share best practices among team members.
- Evaluated team performance and identified areas for improvement to drive overall effectiveness.
- Encouraged open communication, fostering positive work culture.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Handled all employee HR processes and performance management as well as grievances professionally, minimising potential workplace disputes.
- Led team of 17 to achieve KPI targets, and successfully complete assigned projects.
Team Leader - Esure Insurance Campaign
Kura
Glasgow, Glasgow City
01.2011 - 01.2020
- Managed & successfully led team to deliver KPI's within highly regulated Motor Insurance Industry.
- Planning & determining training and development needs to meet performance expectations.
- Motivated and counselled campaign of advisors during growth of campaign from 80 advisors to over 250.
- Developed training materials and mentored staff to ensure adherence to best practices.
- Cultivated strong rapport with team members, fostering cohesive and collaborative workplace environment.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Developed action plans for continuous process improvement initiatives.
Branch Manager
British School of Motoring
Glasgow, Glasgow City
01.1999 - 01.2011
- Responsible for managing and training instructors.
- Successfully executed sales, tests and lessons to public across Scotland
- Achieved top Customer Service levels both front facing and telephony.
- Devised several initiatives to promote and provide customer satisfaction.
- Provided excellent customer service, securing client loyalty.
- Coordinated 6 branches for seamless service delivery.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Ensured compliance with company policies, maintaining ethical standards.
- Improved branch productivity by implementing efficient work schedules.
Sales Assistant – Supervisor
Oliver & Timpson
03.1995 - 01.1999
- Consistent delivery of customer service face to face and stock control
- Responsibility for cash and banking processes
- Managed stock levels, facilitating efficient product availability for customers.
- Implemented visual merchandising strategies, enhancing product presentation and customer engagement.
- Conducted regular inventory audits, maintaining accuracy and consistency in stock records.
- Handled cash transactions swiftly, ensuring accurate accounting at end of each shift.
- Trained new staff members, fostering supportive working environment.
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Collaborated effectively with team members to meet sales targets.
Education
Some College (No Degree) - Food Technology
Holyrood Secondary School
GlasgowSkills
- Strong advocate of People Development with experience of coaching and organising training to meet individual's development needs
- Effective Leader: friendly open personality encourages active participation and sharing of ideas to ensure desired results are achieved
- Accomplished Communicator: oral, written and presentation with ability to tailor content and language to meet needs of audience
- Strong Customer Service Skills with proven ability to develop long-term relationships based on trust and credibility
- Excellent Organisational skills in managing and prioritising self and others to optimise results and achieve challenging targets in multi-skilled teams
- Compliance standards: Worked in FCA Regulated industry for over 15 years
- Extensive Knowledge of HR policies
Affiliations
- I volunteer with the West of Scotland Greyhound trust supporting retired Greyhounds. This supports fundraising and acclimatising the dogs to home life for adoption.
Certification
Clean full UK license held for over 30 years.
References
References available upon request.
Training
Variety of in –house training courses including Lean Six Sigma, Management skills, Performance coaching, transforming performance, presentation and negotiation skills and Customer Service skills.
Timeline
Team Leader - Scottish Power Campaign
Kura (Tuped to Capita)
01.2020 - 12.2025
Team Leader - Esure Insurance Campaign
Kura
01.2011 - 01.2020
Branch Manager
British School of Motoring
01.1999 - 01.2011
Sales Assistant – Supervisor
Oliver & Timpson
03.1995 - 01.1999
Some College (No Degree) - Food Technology
Holyrood Secondary School