Summary
Overview
Work history
Education
Skills
Accomplishments
Interests
Timeline
Generic

Laura Jane Lyons

Glasgow

Summary

Growth-focused manager with over 15 years of accomplishment exceeding expectations and securing loyalty, satisfaction and increased year-over-year spend. Proven track record of implementing programmes and practices across cross-functional departments and countries, monitoring their progress and identifying any potential risks. An influential leader capable of steering strategic decisions through informed analysis as well as developing integral relationships with stakeholders to drive organisational goals.

Overview

20
20
years of professional experience

Work history

Student
02.2023 - Current

Family Carer

04.2014 - 12.2022

Senior Program Manager

Dell Technologies
Glasgow, Glasgow City
11.2013 - 04.2014
  • Oversaw the introduction of Dell programmes within the emerging markets and supervised activities of integral service managers to ensure timely delivery of reports
  • Collaborated with service country managers to identify training needs for partners to harness strengths and reduce overall training costs
  • Compiled detailed reports and presented findings to senior leadership outlining progress and potential risks; conducted risk analysis to locate improvements and integrated control mechanisms for enhanced monitoring on programmes
  • Researched the external environment to locate opportunities for exploitation and expansion within the emerging markets; reported findings to senior leadership to guide their decisions
  • Cultivated and nurtured strategic relationships with stakeholders, partners and regional managers to gather feedback on performance and devised long-term strategies for continued economic growth
  • Communicated with sales and services management to discuss sales strategies and aligned services with client requirements to maximise sales and generate revenue
  • Key Accomplishments:
  • Supported and developed service engineers for the region, increasing team from one engineer to 85, in 20 countries over a 6 month period
  • Increased sales growth by 300% in the public sector through the execution of a new area Dell strategy
  • Utilised physical and virtual environments to conduct training programmes, increasing quality of information, enabling effective customer service and reducing point of failure rates; achieved 93% in customer satisfaction, a first in the region
  • Directed program requirements through phased review process, appointing a point-of-contact for each region and observing its progress
  • Conceptualised, refined and introduced a cost-effective solution to training barriers experienced by partners; facilitated a virtual environment and lab-based training to grant access to partners across 20 countries.

Program Manager Sales Solutions

05.2011 - 11.2013
  • Coordinated the programmes associated with delivering sales and services solutions to the EMEA market within three sectors including Healthcare, Education and Government
  • Assisted with governance calls and updated management on program progress and risks
  • Collaborated with cross functional teams to validate program requirements and finalise roll-out procedures with stakeholders
  • Liaised with country managers to secure contracts and execute marketing strategies; facilitated with the delivery of services by incorporating programme management activities
  • Preserved corporate compliance with legislation and policies according to each country and modified governance procedures to ensure success
  • Key Accomplishments:
  • Orchestrated the marketing strategy for 3 new service solutions for EMEA customers, procuring necessary resources and collaborating with internal departments to secure assistance
  • Restructured handover practices within each sector, offering complex solutions to the marketing plan; increased sales and created additional, lucrative revenue streams
  • Attended marketing exhibitions within the EMEA region, promoting solutions and obtaining leads and converting into customers; recorded lead generation turnaround of 138% and increased sales margin by 48

Team Leader Technical Support and Call

Coaches
01.2007 - 11.2013
  • Directed and led 26 technical support agents across 3 business lines including email, phone and solution support, as well as, 14 call coaches of 2 business lines including base and executive warranty
  • Analysed and recorded performance data to compare actual results with KPI targets
  • Motivated and encouraged team members to drive business objectives and promoted succession planning to optimise strengths and develop weaknesses
  • Designed and allocated IDPs and KPIs among team members
  • Liaised with the operations department to control headcount requirements; allocated resources to ease business stress caused by holiday management, sick leave or ad-hoc outages
  • Enrolled team members on training programmes, as outlined from one-to-one meetings, strengthening weaknesses and optimising performance of the department
  • Key Accomplishments:
  • Built bottom quartile team to top-performing team within 4 months; successfully attained 98% customer satisfaction levels with a decrease in error rates to below 6%
  • Standardised procedures within the department, coordinating cost effective measures to diminish email support costs by 25%
  • Observed individual performance to cultivate and build and efficient team, dedicated to resolving escalations from start to finish; reduced escalation resolve rate and maximised satisfaction levels
  • Formulated prompt and efficient solutions and amplified the headcount requirement for the Glasgow services team, the first for 5 years
  • Rejuvenated coaching capability within the company through the implementation of a new coaching platform, designed to integrate software and performance reviews while offering a friendly user interface to access information.

Sales Team / Service Advisor

HSBC
01.2003 - 01.2007

Education

BA - Hotel and Hospitality Management with Marketing

Strathclyde University

Community Leadership - undefined

Six Sigma Certified - undefined

2008

Pro-Coach Certified - undefined

2007

Skills

  • Performance Management
  • Training and Development
  • Business Development
  • Sales and Marketing Strategy
  • Data Analysis
  • Confident Communicator
  • Lead Management
  • Dispute Resolution

Accomplishments

  • Program / People Management | Account Development & Growth | Complex Technical Solutions
  • Negotiation & Closing | Exceeding Performance Goals | Cost Reduction Initiatives
  • Risk Assessment & Analysis | Client Satisfaction & Retention | New Product Launches

Interests

Commonwealth CommitteeGlasgow, Scotland Recruiter / Volunteer2013 Source and hire volunteers to support the 2014 Commonwealth Games hosted in Glasgow, Scotland. Represented Dell as an Ambassador during the games and created promotional material for internal use, generating awareness for the games and about becoming a volunteer; successfully gathered over 200 applications.

Timeline

Student
02.2023 - Current

Family Carer

04.2014 - 12.2022

Senior Program Manager

Dell Technologies
11.2013 - 04.2014

Program Manager Sales Solutions

05.2011 - 11.2013

Team Leader Technical Support and Call

Coaches
01.2007 - 11.2013

Sales Team / Service Advisor

HSBC
01.2003 - 01.2007

BA - Hotel and Hospitality Management with Marketing

Strathclyde University

Community Leadership - undefined

Six Sigma Certified - undefined

Pro-Coach Certified - undefined

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Laura Jane Lyons