Michael Fraser
Glasgow,Glasgow City
Summary
Accomplished professional with extensive experience in sales and retail operations, specializing in business-to-business environments. Expertise in photography and videography, with a strong ability to drive sales and enhance customer engagement. Proven track record in leading high-performing teams and delivering exceptional customer service. Proficient in inventory management, visual merchandising, and KPI tracking, ensuring operational excellence in dynamic settings.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Store Manager
Wex Photo Video
Glasgow
2022.06 - Current
- Oversee daily operations to ensure smooth and efficient store functioning
- Maintain high store standards in layout, cleanliness, and visual merchandising
- Manage stock levels, deliveries, and inventory control
- Ensure compliance with company policies, health & safety, and security procedures
- Drive sales performance to meet or exceed targets
- Deliver exceptional customer service and expert advice across photography and videography products
- Handle customer queries, complaints, and returns professionally
- Monitor KPIs (conversion rate, average transaction value, etc.)
- Recruit, train, and develop store staff to build product knowledge and sales skills
- Create rotas and manage staffing levels in line with trading patterns
- Motivate and lead the team to achieve individual and store goals
- Conduct performance reviews and provide regular feedback
- Stay updated on the latest photography and video equipment and trends
- Ensure accurate product displays, pricing, and promotional setups
- Train team members on new product launches and technologies
- Monitor financial performance and report on sales figures and budgets
- Liaise with head office, suppliers, and logistics teams
- Manage store banking, petty cash, and administrative duties
Team Manager
Huntswood
Glasgow
2021.04 - 2022.05
- Lead and motivate a team of call centre agents to meet daily performance targets and quality standards
- Monitor and evaluate calls to ensure compliance with client-specific guidelines and FCA regulatory requirements
- Provide coaching and feedback to improve agent performance and support individual development
- Conduct regular team meetings and briefings to communicate updates, targets, and key information
- Manage real-time workflow and resource allocation to maintain service levels and productivity
- Handle escalated customer complaints or complex queries in a professional and timely manner
- Track and report performance metrics such as call quality, average handling time, and customer satisfaction
- Ensure adherence to processes including data protection (GDPR) and Huntswood’s quality standards
- Support onboarding and training of new team members to ensure readiness and compliance
- Collaborate with operations managers and client stakeholders to drive continuous improvement
Team Manger
Webhelp
Glasgow
2017.04 - 2021.11
- Lead and support a team of advisors handling sensitive financial customer interactions (e.g., banking, loans, insurance)
- Monitor calls and digital interactions to ensure FCA compliance, data protection (GDPR), and quality standards
- Deliver regular coaching sessions to develop product knowledge, soft skills, and regulatory awareness
- Drive team performance by tracking key metrics (AHT, FCR, QA scores, CSAT/NPS, etc.) and implementing improvement plans
- Ensure accurate and compliant handling of customer accounts, financial queries, and documentation
- Manage daily workflow and scheduling to maintain service levels and meet SLA commitments
- Handle complex or escalated financial cases in line with regulatory procedures and client expectations
- Provide regular reporting and feedback to operations managers and campaign stakeholders
- Support training and onboarding of new advisors to ensure readiness and regulatory understanding
- Foster a culture of compliance, accountability, and customer-centricity within the team
Education
Certificate of Higher Education - Art & Design
Bishopbriggs Academy
Glasgow, Glasgow City 2011.08 - 2012.06
Certificate of Higher Education - Product Design
Bishopbriggs Academy
Glasgow 2014.08 - 2015.07
Certificate of Higher Education - Photography
Bishopbriggs Academy
Glasgow 2011.08 - 2012.06
SVQ Level 2 - Art & Design
Bishopbriggs Academy
Glasgow 2010.08 - 2011.06
SVQ Level 1 - English
Bishopbriggs Academy
Glasgow, Glasgow City 2009.08 - 2010.06
SVQ Level 1 - English
Bishopbriggs Academy
Glasgow 2009.08 - 2010.06
Skills
- DaVinci Resolve Proficiency – Advanced capability in editing, colour correction, and post-production workflows
- Colour Grading – Skilled in enhancing visual tone, consistency, and cinematic quality across video projects
- Still Image Manipulation – Experienced in editing, retouching, and enhancing photographic images
- Media Asset Management – Organised handling, storage, and retrieval of digital media files and projects
- E-Commerce Content Creation – Ability to produce engaging visual and written content tailored for online retail platforms
- Digital Advertising Literacy – Understanding of online advertising platforms, audience targeting, and performance optimisation
- Visual Aesthetics Awareness – Strong eye for composition, lighting, and overall visual presentation
- Inspirational Storytelling – Ability to craft compelling narratives through visual and digital media
- Retail & Sales Expertise – Strong understanding of retail operations and ability to drive sales in a specialist environment
- Product Knowledge – Deep knowledge of photography, videography, and related tech to advise customers and train staff
- Team Leadership – Ability to lead, motivate, and develop a high-performing team
- Customer Service Excellence – Strong focus on delivering exceptional service and building customer loyalty
- Inventory & Stock Management – Skilled in managing stock levels, ordering, and preventing shrinkage
- Visual Merchandising – Capable of maintaining appealing product displays aligned with brand standards
- Communication Skills – Clear and professional communication with team, customers, and head office
- Problem-Solving Ability – Quick to resolve operational, customer, or staffing issues under pressure
- Sales Reporting & KPI Tracking – Competent in analysing sales data and using KPIs to inform decisions
- Adaptability & Tech Savvy – Comfortable with evolving product ranges and using retail systems (ePOS, stock control software)
Websites
Languages
English
Native
Accomplishments
(2022) Wex Photo Video - Successfully lead Scotland's largest camera shop within a new city location increasing sales ,footfall and customer experience,
(2018) Webhelp UK - Awarded Wow Factor of the Year (Full Company)
(2018) Webhelp UK - Awarded People Leader of the Quarter (Sep-Nov)
(2014) The Ships Photographer - Highest Revenue made from a Wedding Shoot
Certification
Emergency First Aid at Work - TutorCare (May 8th 2025)
Fire Marshalling (Including Fire Extinguisher Practical) - TutorCare (May 9th 2025)
Timeline
Store Manager
Wex Photo Video
2022.06 - Current
Team Manager
Huntswood
2021.04 - 2022.05
Team Manger
Webhelp
2017.04 - 2021.11
Certificate of Higher Education - Product Design
Bishopbriggs Academy
2014.08 - 2015.07
Certificate of Higher Education - Art & Design
Bishopbriggs Academy
2011.08 - 2012.06
Certificate of Higher Education - Photography
Bishopbriggs Academy
2011.08 - 2012.06
SVQ Level 2 - Art & Design
Bishopbriggs Academy
2010.08 - 2011.06
SVQ Level 1 - English
Bishopbriggs Academy
2009.08 - 2010.06
SVQ Level 1 - English
Bishopbriggs Academy
2009.08 - 2010.06