Tory Waygood

Experience

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  World Challenge Expeditions

  Jun 1998 - Apr 2000

  PA to Operations Director / Operations Assistant
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  Efic (Export Finance and Insurance Corporation)

  Jan 2001 - May 2001

  Executive Assistant / HR Administrator
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  Social Change Online

  May 2001 - Aug 2002

  Executive Assistant
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  Ticketek

  Aug 2002 - Dec 2004

  PA to Head of Operations / Operations Co-ordinator
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  ACMN

  Jan 2005 - Aug 2005

  Account Co-ordinator
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  The Brooklyn Group

  Sept 2005 - Dec 2005

  Administrative Support
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  Bridges Financial Services

  Dec 2005 - Apr 2006

  Business Development Co-ordinator
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  Signature Capital

  Aug 2006 - Nov 2006

  PA / Office Manager
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  Irish Life Investment Managers

  Oct 2006 - Mar 2008

  PA / HR Administrator
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  HR Consultancy

  Mar 2008 - Jun 2008

  Sales Support
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  Standard Life Investments

  Oct 2008 - Jan 2009

  PA & Team Secretary - UK Property Department
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  VEROPATH LIMITED

  Feb 2009 - Dec 2012

  • Project Administrator

    Nov 2009 - Dec 2012

  • Support Services Administrator

    Feb 2009 - Nov 2009
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  VEROPATH LIMITED

  Mar 2013 - Jul 2013

  Mobile Phone Services Administrator / Client Services Advisor
• 

  Calero

  Jul 2013 - Jun 2022

  - Due to the success of my small team, the company decided to bring the entire mobility provisioning service offering in-house and create a standalone contact centre (previously 95% of the service was outsourced)- Hired and trained an additional 4 managers and 25 support agents across the UK, US and Hong Kong to support the team’s transition- Consistently received high satisfaction results from internal team surveys- Led, mentored and coached team managers including performance management, career development and goal setting- Provided resolution to issues escalated from managers- Oversaw the creation of ordering processes for new clients- Assisted in the roll-out of call and chat functionality for the team- Monitored SLAs to ensure these were met and exceeded- Identified any risks or issues with client order processes- Assisted in the creation and enhancement of PowerBi reporting- Played a key role in the company’s Mobility Focus Group to share knowledge and experience of non US / Canada mobile telecom providers- Played a key role in the selection process of a new Information Management platform that would be rolled out across the entire company- Developed a thorough and detailed knowledge of internal products and maintained this as new features were released- Developed a strong team ethos and commitment to delivering high quality customer support- Built effective and productive relationships with internal / external customers, stakeholders and service providers to ensure the delivery of excellent customer service Show less - Created a comprehensive and extensive knowledge hub for all processes- Initiated a training programme specifically for my team- Ensured processes and procedures were followed by agents, enabling them to work as efficiently and effectively as possible:o Created, reviewed and maintained clear and accurate order processeso Constantly reviewed workflows to ensure they met all key stakeholder requirementso Recognised and investigated opportunities for improvement to procedures and practices and proactively offered ideas and solutions to problems which impacted or influenced team performanceo Proactively identified repeated issues that clients were experiencing and ensured the appropriate action was taken to resolveo Ensured agents understood all and any specific client requirementso Ensured any changes / updates to client information and requirements were fed back to the team- Assisted agents with provisioning of customer mobile telecom requirements, providing continual support to them- Provided resolution to escalated issues- Monitored multiple client portals and mailboxes and allocated items to agents as required- Held regular meetings with the team to discuss any queries and address any concerns- Undertook the hiring, onboarding and training of new staff - Ensured the team understood and adhered to client SLAs and managed resource appropriately- Led, mentored and coached agents including performance management, career development and goal settingo Managed individual performance via monthly 1:1 and annual performance reviewso Created team and individual goals for performance review purposes- Provided stakeholders with supporting information around SLAs using data driven reporting- Maintained relationships with customers, stakeholders and service providers to ensure the delivery of excellent customer service- Engaged in customer reviews- Assisted with management of change within clients’ environment including migration and implementation projects Show less

  • Mobile Telecoms Provisioning Director

    Feb 2022 - Jun 2022

  • Mobile Telecoms Provisioning Manager

    Jul 2013 - Feb 2022
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  Scottish COVID-19 Inquiry

  Mar 2023 - now

  Business Support Officer

  • Providing PA support to Counsel, including:o Diary & email managemento Organising meetings and taking minutes• Providing operational support to wider Inquiry team, including:o Equipment ordering including asset tagging and logging appropriatelyo Monitoring return of equipment and any redistributiono General office administration and 1st level IT supporto Joiner / leaver duties such as setting up laptops or arranging return of homeworking equipmento Creating processes for all business support procedureso Travel bookingso Minute taking for other meetings as required Show less