Fiona Petrie
Barrhead,East Renfrewshire
Summary
Experienced professional with focus on administrative and operational support. Delivers streamlined processes and enhanced organisational efficiency through strong analytical and problem-solving skills. Committed to fostering collaborative environments and ensuring compliance with all regulations and standards.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Repayment Officer
The Student Loans Company
Glasgow, Glasgow City
2023.10 - Current
- Resolved complex and confidential issues with reassurance and professional assistance.
- Addressed customer queries by telephone, utilising active listening and targeted questioning to enhance customer satisfaction.
- Maintained strict call handle times while keeping resolution quality high.
- Processed tasks from universities and customers, ensuring accuracy and current information to support seamless operations.
- Led team meetings to discuss and clarify role changes, aligning team understanding with evolving business needs. to brief the team on role changes needed by the business.
Digital Product Manager
The Student Loans Company
Glasgow
2022.04 - 2023.10
- Coordinated cross-functional teams to define and prioritise requirements for delivery phases.
- Applied agile working practices across delivery activities and planning.
- Tracked project requirements in Jira for clear visibility. in Jira and monitored progress through stages.
- Supported Class Pay and finance delivery through recent product work.
- Communicated with stakeholders to keep relationships positive and needs met.
- Reviewed existing systems and proposed enhancements to improve internal service efficiency.
- Collected requirements with project teams and mapped cross-dependencies.
- Partnered with diverse teams with varying skills to deliver changes.
- Managed customer portal responsibilities after April 2022 daily.
- Worked with delivery teams to prioritise defect backlogs for release.
- Confirmed acceptance criteria with delivery teams before live deployments.
- Collaborated with teams and worked independently to progress tasks.
- Balanced design tasks between detailed specifications and high-level objectives. with high-level functional design discussions.
- Co-delivered platform projects with product managers from other platforms.
- Developed and updated strategic product lifecycle maps to guide product development across stages.
Associate Digital Product Manager
The Student Loans Company
Glasgow
2021.08 - 2022.03
- Oversaw product manager responsibilities for class repayment since December 2021.
- Executed class repayment platform initiatives aligned with policy, business, and customer requirements.
- Assisted with pay and provider platforms, facilitating transition to class repayment.
Repayments Customer Advisor
The Student Loans Company
Glasgow
2015.12 - 2021.07
- Handled customer queries by telephone, utilising active listening and targeted questions to enhance customer satisfaction.
- Maintained call handle times while ensuring high-quality resolutions to improve customer experience.
- Resolved complex and confidential issues with reassurance and professional assistance.
- Processed tasks from universities and customers, ensuring accuracy and currency of information to support effective service delivery.
- Led team communication sessions to discuss business role changes. to brief the team on role changes needed by the business.
Administration Co-ordinator/Events Co-Ordinator
The Student Loans Company
Glasgow
2014.12 - 2015.12
- Organised events with the Events Manager by securing venues and equipment hire, facilitating seamless event execution.
- Coordinated meetings for internal and external stakeholders, employing problem solving and attention to detail to maximise attendance.
- Diary management for Head of Service using problem solving arranging meetings to suit all required attendees.
- Arranging travel and accommodation for Head of Service, external stakeholders, and a large department.
- Arranged hire cars for Head of Service and colleagues to facilitate travel for meetings and events.
- Liaised with external stakeholders via email and telephone to provide updates on upcoming events and maintain strong communication.
- Creating meeting agendas based on previous meetings and ensuring these are kept up to date and accurate.
- Handled inbound calls during Head of Service's absence to ensure seamless communication.
- Typing up expense claims for Head of Service, Stakeholders and department using attention to detail.
- Raise purchase orders for costs for the department from external bookings, room hire, event costs etc.
- Processed orders for stationery and business cards to ensure colleagues had necessary supplies. ensuring all information is correct and colleagues have the tools required for their jobs.
- Updating and maintaining an asset register for all equipment within the department to maintain high-level security for SLC.
Customer Advisor
The Student Loans Company
Glasgow
2012.11 - 2014.12
- Handled customer queries via telephone, employing listening skills and questioning techniques to deliver concise and accurate resolutions.
- Resolved customer queries over the telephone starting with SLC in November 2012. Initially trained on the Student Finance application process, I was then upskilled to be able to handle Repayment queries gaining a full understanding of the customer journey with Student Loans Company.
- Assured customers by providing assistance on complex and confidential issues in a professional manner.
- Adhering to strict call handle time targets while ensuring the quality was maintained throughout.
- Processing tasks from universities and customer to ensure all customers' information is correct and up to date.
- Led team communication sessions to discuss updates and changes in roles. to communicate role changes based on business needs.
- Strong knowledge of the process of customers from applying for funding to entering repayment Previous skills and experience.
Certification
Certified Scrum Product Owner (CSPO) obtained March 2023
Timeline
Repayment Officer
The Student Loans Company
2023.10 - Current
Digital Product Manager
The Student Loans Company
2022.04 - 2023.10
Associate Digital Product Manager
The Student Loans Company
2021.08 - 2022.03
Repayments Customer Advisor
The Student Loans Company
2015.12 - 2021.07
Administration Co-ordinator/Events Co-Ordinator
The Student Loans Company
2014.12 - 2015.12
Customer Advisor
The Student Loans Company
2012.11 - 2014.12