Debbie Mathison
Beeston,Nottinghamshire
Summary
An experienced and self motivated professional with expertise in training, quality, and accreditation governance. Demonstrates exceptional skills as an influential communicator and excels in change, innovation, and continuous integration delivery. Proven track record in achieving operational excellence and KPI targets while providing performance insights. Thrives under pressure with strong people management and talent development capabilities. Committed to driving organisational success through strategic initiatives and leadership.
Overview
25
25
years of professional experience
7
7
years of post-secondary education
Work history
Performance Executive
Concentrix
2024.07 - 2026.04
- Support Boots objectives by providing SME leadership to the Service Delivery team
- Ensure training material remains fit for purpose and updated with any process changes communicated by Boots
- Support the creation of Standard Operating Procedures and document governance
- Support the delivery and communication of process change
- Review Frontline team processes / identify need for change / develop solution / create training pack / implement training / create and implement quiz to test knowledge & understanding
- Ensure strong delivery of 2ndline and Overnight duties following the implementation of 2ndline and Overnight processes and training
- Escalation training review and refresher for entire team, including the creation of escalation training pack and quiz
- Set up and monitor 2ndline and Overnight task allocation to ensure task completion within SLA
- Support team to set appropriate priorities to meet SLAs
- Transition from UK daily WO monitoring to 2ndline daily WO monitoring
- Support team with email integration through initial testing phase
- Reporting SC issues to Boots and suggesting changes to ensure system fit for purpose
- Discussing AHT with management team and offering suggestions for quick wins in reducing AHT
- Trade scripting to support with Problem Type and Equipment selection, including appropriate problem type questioning and SLA selection
- Weekly quiz creation
- Supporting the accreditation of QA and TLs to improve performance
- Support the modification of QA framework to ensure quality is upheld
- Emphasis on call quality: complete CTC, accreditation, calibration
- Coach and monitor to support the reduction of missed escalations
- Support team to set appropriate priorities to meet SLAs
- Transition from UK daily WO monitoring to 2ndline daily WO monitoring
- Support team with email integration through initial testing phase
- Reporting SC issues to Boots and suggesting changes to ensure system fit for purpose
Team Manager
Concentrix
2021.07 - 2024.06
- Assisted in fostering a culture of continuous improvement by pinpointing areas for enhancement and providing relevant training solutions.
- Supported achievement of client SLAs and KPIs through diligent monitoring.
- Analysed data to troubleshoot issues and make informed decisions.
- Collaborated with various stakeholders across the company to ensure frontline colleagues possess necessary tools for effective job performance and provided support in customer service delivery.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Boosted morale by recognising and rewarding exceptional work.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Delegated responsibilities efficiently amongst team members.
- Streamlined operations, leading to increased team performance.
- Handled employee grievances to maintain harmony within the workforce.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Conducted performance evaluations to identify areas of improvement.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Designed and implemented training to further develop staff based on business goals.
- Streamlined processes to improve and optimise office operations.
Deputy Team Manager
Concentrix
2018.12 - 2021.06
- Assisted team in meeting SLA and KPI targets.
- Trained and mentored team members to enhance performance and customer service.
- Supported continuous improvement of personal and team performance.
- Prepared weekly and monthly plans by analysing current issues and previous statistics.
- Dedicated time to advisor and team development through performance reviews and effective coaching.
- Compiled documentation reflecting ongoing coaching and team improvements.
- Maintained clear and concise records for senior management review.
- Monitored campaign and company updates through emails and briefings.
- Enhanced team knowledge by creating engaging monthly quizzes.
- Facilitated process improvement initiatives that decreased errors and rework.
2ndline Technical Advisor
Concentrix
2014.04 - 2018.11
- Assist in communicating with Boots customers, colleagues, and contractors through various channels such as phone and email.
- Provide excellent customer service to Boots staff, contractors, and management.
- Record all aspects of facilities management for maintenance and repairs.
- Coordinate with Boots maintenance contractors to process work orders and quotations.
- Organise and prioritise workload effectively.
- Oversee the campaign's email account, ensuring prompt responses within 24 hours.
- Engage with customers to cultivate loyalty.
- Complete colleague timesheets during team leader's absence.
- Take notes for disciplinary hearings and investigations.
- Participate in team leader and management training.
Commercial Manager
J Sainsburys plc
2001.06 - 2014.03
- Facilitated the development of colleagues to enhance performance.
- Conducted return to work interviews for all absences.
- Managed disciplinary hearings and investigations.
- Supported compliance with all safe and legal processes across the store.
- Oversaw responsibilities as designated premises supervisor.
- Assisted in managing cost control to meet budget requirements.
- Coordinated with heads of security and local police to manage profit protection.
- Oversaw maintenance and cleaning contracts with third parties.
- Maintained waste management contracts and budget adherence.
- Managed day-to-day cash office operations for incoming and outgoing funds.
- Ensured pricing and ticketing accuracy in compliance with consumer protection legislation.
- Supervised the goods receiving process.
- Coordinated weekly payroll sign-off for the store.
- Fostered a collaborative work environment to encourage team productivity.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Planned and managed resources and budget to support and deliver objectives.
- Managed staffing schedules, delivering operational efficiency whilst remaining under budget.
- Acted as point of contact for high-level queries and represented team at senior leadership meetings.
- Monitored plans to meet deadlines, budget and quality standards.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Conducted audits and risk assessments to achieve regulatory compliance.
- Conducted periodic performance reviews for direct reports.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
Education
Bachelor of Arts - Science & Technology Studies
University of Wollongong
Australia 1996.02 - 2000.07
Diploma For Managers - Team Leader / Supervisor Level 3
The City and Guilds of London Institute
UK 2020.09 - 2023.01
Skills
- Training, quality and accreditation governance
- Change, innovation and continuous integration delivery
- Operational excellence and KPI achievement
- Performance insights
- Works well under pressure
- Influential communicator
- People management
- Talent development
Affiliations
- Travelling
- Reading
- Solving puzzles
Timeline
Performance Executive
Concentrix
2024.07 - 2026.04
Team Manager
Concentrix
2021.07 - 2024.06
Diploma For Managers - Team Leader / Supervisor Level 3
The City and Guilds of London Institute
2020.09 - 2023.01
Deputy Team Manager
Concentrix
2018.12 - 2021.06
2ndline Technical Advisor
Concentrix
2014.04 - 2018.11
Commercial Manager
J Sainsburys plc
2001.06 - 2014.03
Bachelor of Arts - Science & Technology Studies
University of Wollongong
1996.02 - 2000.07