Joanna Finucane
Summary
I am an experienced hands-on leader and problem solver with a passion for excellent Customer Service, as shown in the successful delivery of major transformation programs, using cutting edge technology in support of a great end to end process design to enable the best Customer Experience. I am a results driven individual with expertise in developing processes & tools as well as a strong people leader., I lead by example and want to develop not only my teams but others involved in any end to end process to harness talent. I'm a team player with a collaborative leadership style.
Overview
23
23
years of professional experience
Work history
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
London
10.2018 - 03.2022
- Manager Process Engineering is part of Workflow & Systems team, who are specialists with a focus to provide support and stewardship to Customer Operations workflow changes and enhancements while partnering with the business and technology teams
- In this role, I was responsible to plan, lead and deliver business change, processes , projects & enhancements, and solutions for Service Cloud/Salesforce user base
- I am an expert providing advice, consultation and support to other team members and coordinate across groups to deliver key outcomes
- Working with stakeholders ,I am responsible for creating , maintaining and driving critical processes to deliver excellent end to end Case Management & Customer Experience.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Located, verified and distribution information through knowledge management practices.
- Designed and implemented training to further develop staff based on business goals.
- Delivered KPI targets and improvements on consistent basis through excellent leadership.
- Introduced new opportunities for team building and communication, resulting in better team performance.
- Acted as point of contact for high-level queries and represented team at senior leadership meetings.
- Helped to reduce staff turnover rates by driving improvements in team culture, transparency and cohesion.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Conducted periodic performance reviews for direct reports.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Resolved conflicts by acting as mediator and rule enforcer as appropriate.
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
London
10.2018 - 03.2022
- Manager Process Engineering is part of Workflow & Systems team, who are specialists with a focus to provide support and stewardship to Customer Operations workflow changes and enhancements while partnering with the business and technology teams
- In this role, I was responsible to plan, lead and deliver business change, processes , projects & enhancements, and solutions for Service Cloud/Salesforce user base
- I am an expert providing advice, consultation and support to other team members and coordinate across groups to deliver key outcomes
- Working with stakeholders ,I am responsible for creating , maintaining and driving critical processes to deliver excellent end to end Case Management & Customer Experience.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Located, verified and distribution information through knowledge management practices.
- Designed and implemented training to further develop staff based on business goals.
- Delivered KPI targets and improvements on consistent basis through excellent leadership.
- Introduced new opportunities for team building and communication, resulting in better team performance.
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
London
10.2018 - 03.2022
- Manager Process Engineering is part of Workflow & Systems team, who are specialists with a focus to provide support and stewardship to Customer Operations workflow changes and enhancements while partnering with the business and technology teams
- In this role, I was responsible to plan, lead and deliver business change, processes , projects & enhancements, and solutions for Service Cloud/Salesforce user base
- I am an expert providing advice, consultation and support to other team members and coordinate across groups to deliver key outcomes
- Working with stakeholders ,I am responsible for creating , maintaining and driving critical processes to deliver excellent end to end Case Management & Customer Experience.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Located, verified and distribution information through knowledge management practices.
- Designed and implemented training to further develop staff based on business goals.
- Delivered KPI targets and improvements on consistent basis through excellent leadership.
- Introduced new opportunities for team building and communication, resulting in better team performance.
Manager Escalation & Analysis/ Helpdesk Manager
Thomson Financial/Thomson Reuters
08.1999 - 10.2018
- Analysed and resolved complex resource management issues for optimised scheduling.
- Planned and managed resources and budget to support and deliver objectives.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Helped to reduce staff turnover rates by driving improvements in team culture, transparency and cohesion.
- Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
- Located, verified and distribution information through knowledge management practices.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Introduced new opportunities for team building and communication, resulting in better team performance.
- Designed long-term business strategy to guide leadership decision-making.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
Education
A-Levels -
Loreto College - St Albans
Skills
- Business Process Improvement
- Customer Service
- Salesforcecom
- Service Cloud
- Analytical
- Collaboration
- Problem Solving
- Issue and conflict resolution
- Change Management
- Training of processes & tools
- People Leader
- ITIL
- Negotiation
- Remote Management
- Siebel
- Communication
- Service Delivery
- Change management
- SMART goal setting
- Systems and automation applications
- Conflict resolution
- Programme oversight
- Opportunities identification and creation
- Coaching leadership
- Policy development
- Agile project management
- Transformational leadership
- Performance development planning
- Leadership
- Time management
- Customer-focused
- Communication skills
Timeline
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
10.2018 - 03.2022
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
10.2018 - 03.2022
Manager, Customer Support, Process Engineering and Automation
Refinitiv/LSEG
10.2018 - 03.2022
Manager Escalation & Analysis/ Helpdesk Manager
Thomson Financial/Thomson Reuters
08.1999 - 10.2018
A-Levels -
Loreto College - St Albans
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