Thomas Mair

As EMEA Head of Operations for Trip.com, based in Edinburgh, I oversee operations for Flight and Hotel Departments, managing 14 teams across Edinburgh, Cairo, and Jordan. I have a team 4 Operations Managers under my leadership, each managing 3-4 Senior Team Leaders and a combined indirect headcount of 250+ FTE. My key responsibility areas include 8 inbound customer service teams, 1 outbound support team, 3 customer success escalation teams, and a Workforce Management team led by a WFM Manager. I focus on coaching and developing my teams to achieve optimal results. Reporting directly to the EMEA Director, I collaborate with the HQ in Shanghai to ensure high-quality service across various contact channels such as live chat, email, and phone.

Achievements during your tenure include:

• Increasing resolution of complaints within 72 hours by 36%, boosting customer satisfaction.
• Allocated budgets to govern sensible decision-making with maximum Return On Investment (ROI).
• Improving the First Contact Resolution (FCR) rate from 62% to 80%, enhancing efficiency and trust.
• Aligning service quality with HQ in Shanghai, improving overall performance and enhancing the product offerings
• Reducing employee absence from 9% to 3% through leadership development.
• Achieving a low attrition rate of 3.5% for 2024 through strategic workforce management, maintaining team stability and expertise.
• Championed the creation of detailed reports to provide insights into service operations.
• Collaborated with stakeholders to understand and meet business objectives.
• Directed process improvements, reducing operational bottlenecks.

At Go-centric, I served as an Operations Manager and later as a Senior Operations Manager, overseeing two national public sector inbound campaigns. Previously, I worked on a health initiative focused on data collection and information delivery for an outbound campaign. I joined Go-centric due to its growth potential and found the work fulfilling. You managed an operational team consisting of 1 Assistant Operations Manager, 12 Team Leaders, and approximately 190 FTE agents.

My key responsibilities included:

• Maintained compliance with industry regulations throughout all operations procedures.
• Evaluated productivity metrics, identified areas for improvement.
• Streamlined operations by reviewing and implementing efficient processes.
• Orchestrated seamless transitions during organisational restructures.
• Implemented quality control measures to ensure high standards of service delivery.
• Boosted employee morale with regular training and motivation sessions.
• Achieved operational efficiency with innovative problem-solving techniques.
• Coordinated cross-departmental meetings, optimised communication and collaboration.
• Interviewed, hired and trained staff on best bar practices, maintaining highly efficient service teams.

I joined Kura in October 2018 after relocating and seeking career progression outside of hospitality. Initially, i underwent training and worked in frontline inbound calls, quickly excelling in performance. I then moved to floor support for a month before joining Scottish Power's middle office complaints team, handling long-standing complaints and resolving cases through direct outbound customer contact. In May 2019, you took on a 10-week management role, successfully revitalizing a demoralized team to achieve targets for the first time in months by providing support and guidance. Subsequently, I became a Team Manager and floor support for the Director's Support Team, focusing on performance management and people development. I worked on both inbound and outbound campaigns, enjoying the learning and development aspects in a call center environment.

• I joined Benugo at Stirling Castle in March when I relocated to Stirling. I along with the restaurant manager had responsibility for running the cafe and manage a staff team off between 12-18 with visits from an average of 2500 per day. My duties include rotas, cash-up, stock orders, cleaning and maintenance calendar up keep, weekly invoice recording and system maintenance as well as up selling of products to push profit for the business. I also supported with catering and hospitality in events including weddings and receptions at the castle to provide excelling levels of hospitality and ensure our clients feel they are well taken care of.

• I joined Roadchef as a Shift Manager after leaving KFC as I wanted a change of pace and to explore how other chain restaurants and businesses operate. My job entailed managing of my shifts, ensure the team were achieving our metrics in terms of service times and quality goals as well as ensure the team were developing in themselves to become leaders and support newer members of staff not only on a professional level but ensure they had stability and were comfortable to approach anyone if they required support. On shift the McDonald's manager was in charge of the site including a Costa, WH Smith and the Days Inn Hotel. This was a new and evolved experience for me as I had to time manage and ensure that the entire site operation was running smoothly and deal with multiple issues at one time when there is a problem and work to a solution in the calmest way possible.

• I joined the team at KFC in February 2015 and worked long hours and weeks due to staffing issues which allowed me to freely learn all the duties of a team member and became cross-trained on all areas from cashier to kitchen. This time fulfilled my enjoyment for customer service as I had to work under pressure to ensure all customers received top class service which was accurate to their needs, exceeded their quality expectations and were delivered in a speedy manner. Our store went through a change in senior management and a store refurbishment and my knowledge and skills flourished even more as I began to take a more active role in the training of team members and this led me in February 2016 to begin my training to become a Team Leader. After courses, on job training and a final presentation and sign off my job then consisted of running shifts, opening and closing the store, leading the team every day and striving to achieve bold goals and progress the business to new heights. Other responsibilities for me include engaging the team in our restaurant results and attending manager's meetings regularly to assist in the strategic direction of the store and maximising the profit and team morale.

• Working in the pub part time until my 18th Birthday involved duties such as glass collecting, washing, cleaning and general assistant roles. In January 2014 I was trained in bar work and was given a full time post as bar staff. This was a great achievement and my shifts were spent engaging with customers so to make them feel welcome. Adapting to their sense of humour was easy for me and I have maintained the versatility and adaptability in customer engagement throughout my employment career.