Fiona Grant
Livingston,United Kingdom
Summary
Accomplished healthcare sales professional with a strong focus on ophthalmology and respiratory care techniques. Demonstrates expertise in dermatological procedures and current treatment innovations, ensuring thorough product understanding and data privacy compliance. Proven track record in customer relationship management, effective troubleshooting, and cohesive teamwork, driving impact messaging and marketing strategy development. Skilled in project task coordination, team management, and CRM strategy to enhance client support services and customer engagement. Career goals include advancing sales enablement strategies to optimise contact centre operations and improve user support services.
Overview
27
27
years of professional experience
Work history
Credit controller
Heineken
Edinburgh
2024.04 - Current
- Executed comprehensive credit checks and assessments to mitigate business risk.
- Implemented new credit control procedures that enhanced financial efficiency and strengthened risk management practices.
- Oversaw customer accounts by leveraging CRM tools to foster positive interactions and effectively address client needs.
- Facilitated conflict resolution to effectively manage escalated issues, preserving customer relationship integrity.
- Cultivated strong relationships with clients through effective communication and personalised service, enhancing loyalty and trust.
- Designed comprehensive payment plans to ensure timely debt recovery for clients.
- Facilitated communication with clients regarding overdue payments, employing conflict resolution skills to uphold professionalism.
- Facilitated strategic communication initiatives to enhance client interactions within sales department.
- Scrutinise debtor ledger using advanced reconciliation techniques to ensure accuracy and resolve discrepancies.
- Analysed clients' credit situations and mitigated risks of late payments through proactive assessments.
- Utilised advanced reporting software to generate comprehensive monthly reports that detail operational activities and insights.
- Spearhead collaboration with internal teams to enhance and optimise credit control processes.
- Facilitated tailored repayment arrangements to enhance cash flow optimisation throughout process.
- Conducted comprehensive audits to ensure adherence to regulations through systematic checks and documentation.
- Executed regular account reviews using accounting software to ensure accuracy in financial documentation.
- Escalated serious issues and concerns to supervisor, driving swift action and fostering continuous improvement.
- Conducted thorough audits of invoices to ensure compliance with documentation standards.
- Utilised advanced accounting software to streamline reconciliation of complicated accounts, strengthening financial oversight and precision.
Customer advisor
Heineken
Edinburgh, Midlothian
2023.03 - 2024.04
- Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
- Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
- Maintained up-to-date product and service knowledge by attending regular training opportunities.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
- Processed sales and orders accurately and efficiently, exceeding performance and productivity targets.
- Offered detailed advice on product and service benefits.
- Tracked orders and diplomatically handled complaints to resolve issues.
- Provided outstanding customer service to high volumes of clients, consistently achieving first-rate satisfaction scores.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Identified and effectively resolved customer issues, consistently meeting call time targets.
- Recorded and processed customer data accurately.
Field Interviewer
Office For National Statistics
North Lanarkshire, North Lanarkshire
2022.08 - 2023.03
- Conducted interviews with participants to assess eligibility.
- Coded data from participant interviews.
- Recruited and screened potential participants.
- Explained questions in better detail for interviewees to allow for truthful responses.
- Assisted with project planning and execution of research.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Conducted desired number of interviews to reach targets.
- Conducted desired number of interviews to reach targets.
- Explained research procedures and purposes to general public.
- Obtained updated contact information from all subjects and ensured that data was accurately entered into company's system.
Project field data interviewer
Staroutico Ltd
Field based
2020.09 - 2022.07
- Organised and summarised information in Salesforce for efficient future reference.
- Managed statistical datasets through rigorous research methodology to ensure accuracy and reliability.
- Communicated research findings with clarity and precision to enhance understanding among stakeholders.
- Coordinated research participants with meticulous planning and effective communication.
- Analysed trends using advanced data visualisation tools to drive insights and decision-making.
- Presented research findings at conferences to establish expertise and engage audiences.
- Facilitated focus groups and surveys to gather detailed insights and feedback.
- Develop operational methods to enhance industry-specific applications.
- Achieved 100% study goals through independent efforts and disciplined planning.
- Ensured timely and accurate information delivery by adhering to established procedures and protocols.
- Ensure compliance with regulations and escalate adverse events to maintain operational integrity.
- Executed comprehensive data analysis to enhance business decision-making processes.
- Facilitated ongoing training relevant to standard operating procedures to enhance team competency and compliance.
Company Director
Self employed
Livingston, WLN
2006.06 - 2022.06
- Fabulous face and nail studio, Responsibilities & Achievements
- Owner of busy salon previously employed 9 staff .Oversaw daily company operations to reach financial targets Turnover was £200,000.
- Created long-term business strategy to drive company success.
- Developed standard operating procedures.
- Completed financial analysis of revenue.
- Oversaw recruitment and onboarding process for new employees.
- Balanced needs of company when overseeing decision-making.
- Defined and monitored metrics to measure Key Performance Indicators (KPIs).
- Ensured company met relevant legal and regulatory requirements.
- Oversaw daily company operations to reach financial targets.
- Implemented strategic action to enhance customer engagement levels.
- Line managed teams to develop new products and services on spec, on time, and within budget.
- Devised commercial strategy to create better value for customers.
- Exercised independent judgement in executive governance.
- Increased business profile and impact by nourishing key partner relationships.
Senior Hospital Executive
Alcon ltd
Scotland, Scotland
2001.05 - 2006.06
- Responsibilities & Achievements - Sales manager for Scotland, selling ophthalmology drugs to key opinion leaders , consultants , doctors.
- Exceeded sales targets through consistent customer engagement.
- Outlined evidence base for new products and treatments.
- Organised marketing collateral and presentations for industry events and trade shows.
- Delivered campaigns complying with medical device regulations.
- Presented new product lines to key medical and healthcare professionals.
- Targeted customer base with data-driven, multi-channel marketing strategies.
- Clarified technical data and product features to convert leads.
- Developed strong understanding of NHS procurement processes to boost sales.
- Expanded client base through networking and industry research.
- Improved sales data by adapting resource distribution strategies to increase effectiveness.
- Demonstrated products and specific features at customer locations and special events.
- Monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Implemented marketing and sales campaigns to effectively brands
- Consulted with ophthalmologist specialists to establish new business partnerships through exploratory and informative meetings focused on value and benefits of device solutions.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Oversaw daily operations to achieve high productivity levels.
- Supported team by demonstrating respect and willingness to help.
- Completed duties to deliver on targets with accuracy and efficiency.
- Delivered high-quality results within budget and timeframe targets.
Hospital sales executive
Bioglan
Scotland
1999.05 - 2001.05
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Delivered high-quality results within budget and timeframe targets.
- Leveraged strategic networking to create new business opportunities.
- Successfully delivered on tasks within tight deadlines.
- Analysed reporting to reconcile transactions, accounts and ledgers.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Engaged with stakeholders to build relationships and brand awareness.
- Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.
Education
ABPI - Pharmaceuticals
ABPI
London 1999-03
Some College (No Degree) - Beauty
Whitburn Academy
Whitburn 1983-06
Skills
- Healthcare sales
- Ophthalmology specialisation Respiratory care techniques Dermatological procedures with healthcare professionals
- Cohesive teamwork
- Effective troubleshooting skills
- Customer relationship management
- Project task coordination
- Targeted messaging
- Team management
- Marketing strategy development
- Impact messaging
- Client support services
- Incoming call management
- Customer engagement
- Sales and target driven
- User support services
- Data privacy compliance
- Thorough product understanding
- Conflict resolution
- Customer relationship management
Additional Information
- Cycling
- Swimming
- Reading
- Socialising
Timeline
Credit controller
Heineken
2024.04 - Current
Customer advisor
Heineken
2023.03 - 2024.04
Field Interviewer
Office For National Statistics
2022.08 - 2023.03
Project field data interviewer
Staroutico Ltd
2020.09 - 2022.07
Company Director
Self employed
2006.06 - 2022.06
Senior Hospital Executive
Alcon ltd
2001.05 - 2006.06
Hospital sales executive
Bioglan
1999.05 - 2001.05
ABPI - Pharmaceuticals
ABPI
Some College (No Degree) - Beauty
Whitburn Academy