Fiona Mahaffey
Belfast
Summary
Accomplished professional with a solid track record in overseeing comprehensive business operations aimed at revenue enhancement. Skilled in crafting and executing strategic initiatives, leading cross-functional teams, and driving key projects. Proficient in leveraging data analytics to identify growth opportunities and optimize profitability. Experienced in service delivery and recruitment, fostering strong relationships with stakeholders and global clients.
Overview
26
26
years of professional experience
Work History
Customer Service Centre Manager
Radius Housing
Belfast
12.2023 - Current
- Led and managed a high-performing customer service team, ensuring delivery of exceptional service standards across all communication channels.
- Implemented process improvements to enhance efficiency and reduce response times, resulting in improved customer satisfaction scores.
- Oversaw daily operations of the Customer Service Centre, including workload allocation, performance monitoring, and issue resolution.
- Developed and delivered training programs to upskill staff on compliance, customer care, and system usage.
- Monitored KPIs and service metrics, using data-driven insights to identify trends and implement corrective actions.
- Collaborated with internal departments to streamline communication and resolve complex customer queries effectively.
- Ensured compliance with regulatory and organizational policies, maintaining high standards of accuracy .and confidentiality.
- Introduced digital tools and automation initiatives to improve customer engagement and operational efficiency
Service Delivery Manager
CPL – Almac
Craigavon
06.2022 - 12.2023
- Contract management
- Management of a delivery team
- Point of contact for all client’s requests
- Build and foster client relationships
- Reporting weekly; Monthly and Quarterly Business Reviews
- Providing an excellent candidate experience
- Monitored and analyzed service performance metrics to drive operational improvements and efficiency.
- Facilitated regular team meetings to assess project progress and align on delivery objectives.
- Streamlined operational processes to reduce service delivery times and improve efficiency.
- Ensured SLA compliance and maintained service delivery quality standards.
- Analyzed customer feedback surveys results to identify opportunities for improvement.
PA to Chief Executive and Deputy Chief Executive
The Law Society for NI
Belfast
01.2022 - 06.2022
- Organized personal and professional calendars with reminders for upcoming meetings and events.
- Greeted visitors in a professional manner and provided assistance with inquiries.
- Maintained clerical correspondence via email and phone.
- Managed office supplies inventory and placed orders when necessary.
- Screened telephone calls and inquiries and directed as appropriate.
- Scanned documents into electronic format for storage in a secure database system.
- Proofread documents for accuracy prior to submission to the executive team.
- Coordinated meetings between internal departments and external partners.
- Prepared and edited correspondence, reports, and presentations to support business operations.
Recruitment Delivery Manager
CXC EMEA
Belfast
11.2021 - 01.2022
- Three-month contract. Part of a team exploring expansion of payroll business by offering a recruitment element for major clients such as Boeing.
Business Support Executive
Tennents Caledonian Breweries
Belfast
12.2019 - 11.2021
- Coordinated cross-functional teams to deliver high quality results within tight timelines.
- Created reports summarizing progress against organizational goals and objectives.
- Led initiatives to improve customer service levels throughout organization.
- Created and maintained relationships with key stakeholders.
- Delegated work to staff, setting priorities and goals.
- Formed and sustained strategic relationships with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Operations Manager
Staff-line Ireland / Grafton / Diamond
Belfast
05.2017 - 12.2019
- Ownership for Lloyds Banking Group, Moy Park Ballymena, and the Healthcare sector across the Belfast Trust group of hospitals.
- This was a highly critical account due to significant staffing shortages across all hospitals.
- Built key relationships with Ward Sisters to ensure shifts were covered, securing block bookings to maintain effective ward operations.
- Maintained clear, effective communication with stakeholders and kept them informed at all times.
- Monitored daily operations to ensure compliance with company policies and procedures, enhancing overall service quality.
- Collaborated with stakeholders to align operational strategies with business objectives, ensuring seamless execution.
Global Business Manager
Concentrix
Belfast
03.2008 - 10.2014
- Ensured service delivery in line with client requirements and corporate goals through effective management of 300+ front-line staff and interfacing departments across Europe and Asia.
- Coordinated account and commercial activities to achieve contractual and service standards.
- Portfolio included Microsoft, PayPal (Europe/Japan), and ASOS.
- Passionate about world-class customer service; deliver results by leading, motivating, and empowering teams to exceed targets and client expectations.
- Service Delivery & Contract Management
- Commercial management of the contract.
- Overall ownership for Service Delivery and commercial management, ensuring client satisfaction goals and SLAs are met.
- Full P&L ownership – managing all costs (labour and non-labour, direct and allocated) to ensure profitability and attainment of financial targets.
- Lead, empower, and coordinate the virtual service delivery team across functional departments; promote open communication and teamwork.
- Proactively manage and drive business improvement and change projects.
- Create/authorise invoices and disseminate relevant financial information.
- Review statement of work documents and contracts related to the account; review contracts at renewal stage.
- Heavily involved in RFPs for new business and hosted client site visits.
- Client Relationship Management
- Main point of contact for the client; manage communication and relationship in line with the SHINE partnership model.
- Build strong client relationships; ensure prompt and professional responses to all requests.
- Produce high-level reports regularly for management and the client.
- Organise strategic reviews, ensuring delivery of QBR/SBR data and leading the virtual service delivery team in presentations.
- Partner with Account Sponsor to monitor performance, identify improvements, and adjust strategic direction as needed.
- Identify potential growth areas within the account; advise Sponsor and Sales on expansion opportunities.
- People Management
- Direct line management and support of Operational Managers, including 1:1s and personal development plans.
- Monitor operational team performance across operational, financial, and employee measures.
- Create a fair, harmonious environment through consistent application of company policies.
- Ensure effective utilisation of staff to maximise business value and employee engagement.
- Succession planning and mentoring, as appropriate.
- Partner with Sales and Marketing to provide case studies, customer testimonials, and presentations.
- Share best practice and lessons learned for internal/external benchmarking across business areas.
- Champion corporate initiatives and encourage engagement.
- Other
Branch Manager
Randstad Work Solutions
Belfast
12.2004 - 02.2008
- Responsible for day-to-day running of Belfast Branch; managed a team of 10 full-time consultants.
- Accountable for delivery of temporary and permanent sales targets; achieved monthly turnover and gross profit of 30,000.
- Drove sales targets weekly, monthly, and quarterly; motivated consultants to achieve daily activity targets.
- Conducted branch sales meetings and daily unit touchdowns; prioritised team activities.
- Implemented internal competitions to raise morale and encourage increased sales activity.
- Conducted monthly 1:1 reviews; set monthly KPIs to develop key skills.
- Delivered formal mid-year and end-of-year reviews; compiled HR reports and identified talent for development.
- Coached and trained consultants at various stages of development.
- Compiled and delivered sales reports to Operations Manager; forecasted revenue.
- Conducted regular client and new business development visits.
- Won new business for branches including Cantrell & Cochrane, Marks & Spencer, Phillip Russell, JP Corry, Echo Managed Services.
- Compiled and presented Randstad proposals; prepared tender submissions; attended Belfast networking events.
- Completed extensive management training: Fast Track Management (Financial Management & Planning, Excellent Execution of Business, Recruiting & Retaining Staff, Sales Management, Recruitment Legislation & Successful Marketing); Conducting Effective Performance Reviews; REC Accredited; Flex Worker Management; Client Management; Email Marketing (legal legislation); Perm Cycle Sales Delivery; Flex Cycle Sales Delivery.
- Proudly developed and promoted three consultants to Senior Consultant or junior manager roles.
Team Manager
Abbey National
Belfast
06.2002 - 12.2004
- Responsible for overall team performance across financial KPIs and general standards.
- Managed a team of 15 Advisors; recruited and trained new Advisors.
- Set and monitored weekly/monthly KPIs; drove team to achieve monthly and quarterly sales targets.
- Motivated staff to drive sales activity; exceeded individual sales target in 2004.
- Ensured quality standards were achieved and adhered to; attended and delivered sales training.
Operations Manager
Teletech UK
Belfast
07.2000 - 05.2002
- Provided the communication channel between client and company, ensuring full and regular updates on consumer behaviour and call centre activity.
- Focused on outbound capacity planning and contact strategies to maximise advisor utilisation and operational efficiencies.
- Determined customer segmentation models; oversaw dialler management; developed sales strategies and incentive schemes; orchestrated training schedules and people development; resource management (incl. attrition); quality/compliance monitoring.
- Led a project to fully revise TeleTech’s operational reporting suite from needs analysis to delivery, providing business intelligence to enhance operations and quarterly sales campaigns.
- Implemented quarterly marketing campaigns into call centre operations, translating client goals into training, reporting, dialler strategies, technology, and operations; ensured programmes met all P&L targets; hosted client visits and strengthened partnerships.
Education
GCSEs - English, Maths, Computer Studies, Business Studies, Biology
Pitman Typewriting - Stage 1 & 2
Pitman Office Practice - Elementary & Intermediate
RSA Typewriting - Stages 1, 2 & 3
RSA Word Processing - Stages 1 & 2
Skills
- Strategic planning and execution
- Contract negotiation and management
- Project management
- Stakeholder engagement
- Client acquisition and satisfaction
- Sales revenue generation
- Team leadership
- Process improvement
- Diversity and inclusion initiatives
- Recruitment strategies
- Administrative support
- Operational delivery
- Training facilitation
- GMP Training
- Call center management
- Time management abilities
- Performance management
Training
- EU GDPR & Code of Conduct / EU General Data Protection Regulations
- FSA Regulatory Training including Banking Code / GISC / Mortgage Lending Code
Education And Qualifications
- 5 GCSEs: English, Maths, Computer Studies, Business Studies, Biology
- Pitman Typewriting Stage 1 & 2
- Pitman Elementary & Intermediate Office Practice
- RSA Typewriting Stages 1, 2 & 3
- RSA Word Processing Stages 1 & 2
Timeline
Customer Service Centre Manager
Radius Housing
12.2023 - Current
Service Delivery Manager
CPL – Almac
06.2022 - 12.2023
PA to Chief Executive and Deputy Chief Executive
The Law Society for NI
01.2022 - 06.2022
Recruitment Delivery Manager
CXC EMEA
11.2021 - 01.2022
Business Support Executive
Tennents Caledonian Breweries
12.2019 - 11.2021
Operations Manager
Staff-line Ireland / Grafton / Diamond
05.2017 - 12.2019
Global Business Manager
Concentrix
03.2008 - 10.2014
Branch Manager
Randstad Work Solutions
12.2004 - 02.2008
Team Manager
Abbey National
06.2002 - 12.2004
Operations Manager
Teletech UK
07.2000 - 05.2002