Fiona Turvill

An experienced and proactive Project Manager, with excellent communication, management and problem solving skills. Experience in Business/Capacity Planning alongside training performance and budget management. Conscientious and dedicated with versatility and a proven track record in engaging people to gain results in many aspects of IT Field Services, contact centre change and performance. Thorough understanding of contact centre strategies and experience of working within new and developing sites. Committed to helping companies maximise their potential. Key Skills • Effective planner, able to prioritise and multi task, whilst delivering high quality customer service • Strong numerical and analytical ability, with good attention to detail and understands the importance of accuracy • Demonstrates an innovative approach to problem solving using initiative with excellent time and project management skills, to ensure commercial objectives are achieved • Experience of large scale analysis around training performance • Budget management experience with responsibility for purchase ledger • A great communicator, able to engage and influence all levels of the business • Experience of working with Outsource Partners and understanding brand and the need for professional representation, delivering on their key measurables • Large amounts of experience sizing campaigns and running in depth shift reviews and analysis to optimize performance and reduce costs •Proficient in Office applications, Dynamics, Absorb and WFM applications; IEX (Totalview), EWFM and Blue Pumpkin along with experience of Cisco and IVR technology