Gabe Skeoch
Prestwick,South AYrshire
Summary
I am a highly motivated professional with proven experience in leading the implementation of CRM platforms such as ‘Halo CRM’ and supporting the Scottish Football Association’s transition to the new football management system ‘Scottish FA COMET’. I am extremely personable, relate well to others and quickly establish excellent working relationships with colleagues and stakeholders. I have a passion for using my technical expertise and creative mindset to improve organisational operations and customer experiences through innovative, aesthetic and user-friendly solutions. I have a strong attention to detail and accuracy which allows me to identify inefficiencies, enhance internal workflows and improve stakeholder support to meet organisational goals. My experience in working on a major change management project at the Scottish FA, combined with my qualification in Project Management has increased my professional capacity, and enhanced my ability to drive digital transformation.
Overview
3
3
years of professional experience
Work History
Project Support
Scottish Football Association
Glasgow, Glasgow City
08.2023 - Current
- Primary responsibility is the implementation and optimisation of the Scottish FA COMET football management system, ensuring smooth adoption across stakeholders, including internal departments, regional staff, affiliated national associations, leagues, clubs, coaches and referees across the country.
- Led the implementation of new customer support system (Halo CRM). Identified the need to replace Freshdesk, conducted cost benefit analysis of various alternatives on the market and presented proposal to senior management. Led the implementation across departments and associations, improving customer support and internal efficiency by enhancing automation and reporting functionalities.
- Developed custom landing pages and enquiry forms on the support site using HTML/CSS to enhance user journeys, reduce support queries, and improve stakeholder engagement.
- Conducted stakeholder training sessions and national presentations to ensure digital system adoption and engagement.
- Collaborated with internal departments and external suppliers to align system functionality with organisational requirements and drive continuous improvement. Building strong relationships with stakeholders to improve morale and efficiency throughout the project.
- Managed data integrity and analytics to refine user engagement strategies and optimise CRM efficiency.
Coach Education Administrator
Scottish Football Association
Glasgow, Glasgow City
05.2022 - 06.2023
- Managed coach education inquiries and customer support via Freshdesk CRM , resolving over 600 tickets per month during a major system update that required over 50,000 users to update their account details.
- Authored detailed user guides and training materials , enhancing understanding of the system and the coach education pathway for coaches across the country.
- Worked closely with IT teams to troubleshoot technical issues on the Football Management System , using my eye for detail to ensure efficient resolution and user satisfaction.
Education
Master of Engineering - Product Design Engineering
University of Glasgow & The Glasgow School of Art
Glasgow 09.2018 - 06.2023
Prince2 7 Foundation - Project Management
People Cert
London (Course Online) 01.2024 - 01.2024
Technical Apprenticeship in Digital Technology - IT Support Manager SCQF Level 8
QA Apprenticeships
Online 11.2023 -
Scottish Qualifications Certificate -
Prestwick Academy
Prestwick, South Ayrshire 08.2013 - 06.2018
Skills
- Digital Systems Transformation & Management
- Stakeholder Engagement & Training
- Data Analysis & Process Optimisation
- Problem-Solving & Technical Innovation
Timeline
Prince2 7 Foundation - Project Management
People Cert
01.2024 - 01.2024
Technical Apprenticeship in Digital Technology - IT Support Manager SCQF Level 8
QA Apprenticeships
11.2023 -
Project Support
Scottish Football Association
08.2023 - Current
Coach Education Administrator
Scottish Football Association
05.2022 - 06.2023
Master of Engineering - Product Design Engineering
University of Glasgow & The Glasgow School of Art
09.2018 - 06.2023
Scottish Qualifications Certificate -
Prestwick Academy
08.2013 - 06.2018
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