Marianne Gallacher
Greater Flagstone
Summary
Customer service expert with proven leadership experience managing large teams and driving service excellence across multiple locations. Highly organised and detail-oriented, skilled in coaching, conflict resolution, and process improvement. Adept at multi-channel communication and delivering positive customer experiences, both remotely and on-site. Strong problem solver with a proactive approach, exceptional typing speed (100+ WPM), and a commitment to motivating teams and achieving operational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Membership Advisor
The British Medical Association
07.2021 - 01.2025
- Delivered high-volume inbound and outbound support to BMA members and the public, consistently ensuring a high standard of service delivery.
- Communicated effectively across multiple channels including webchat, email, voicemail, and telephone, adapting communication style to suit varied audiences.
- Exceeded SLA for membership-related queries via email, demonstrating strong time management, attention to detail, and prioritisation skills.
- Collaborated with internal departments by seamlessly transferring complex enquiries to ensure members received accurate and timely resolutions.
- Maintained accurate member records using CRM systems; processed tax receipts, updated membership statuses, and applied concessionary rates in accordance with policy.
- Played a key role in onboarding new members and medical students, contributing to overall membership growth and retention.
- Created and escalated cases for specialist teams including pensions and employment, ensuring clear documentation and swift resolution timelines.
- Initiated employment contract review cases for members, ensuring their legal and professional rights were upheld.
- Processed membership payments and issued relevant receipts, maintaining financial accuracy and compliance.
- Served as a key point of contact during the TUPE transition process, supporting the smooth integration of staff into the in-house team. Acted as a trusted liaison between colleagues and management, providing clear, empathetic guidance on employment-related queries. Proactively addressed concerns and reservations, helping to maintain team morale, engagement, and clarity throughout a period of organisational change.
Customer Service Agent
ASOS.com
11.2020 - 07.2021
- Delivered multi-channel customer support across live chat, email, social media, and telephone, ensuring a consistent and high-quality service experience.
- Acted as the first point of contact for a wide range of customer inquiries, demonstrating strong problem-solving skills and product knowledge.
- Built positive customer relationships by communicating in a professional, approachable manner and consistently delivering on service commitments.
- Provided real-time support tailored to individual customer needs, balancing professionalism with a friendly and engaging tone.
- Met and maintained key performance indicators, including First Contact Resolution (FCR) and Contacts Per Hour (CPH), through regular coaching and performance development.
- Applied company-approved troubleshooting methods to effectively resolve technical and service-related issues.
- Investigated and resolved customer concerns promptly, turning potentially negative experiences into positive outcomes.
- Accurately documented all customer interactions to maintain comprehensive service records and support continuous improvement.
- Consistently received positive customer feedback via Trustpilot, reflecting a strong reputation for service excellence, empathy, and reliability.
Office Manager
Bill Saver Scotland Ltd
10.2018 - 09.2020
- Oversaw daily operations and staff management across multiple regions, supervising 80+ employees across the Central Belt of Scotland, Carlisle, and Manchester.
- Led recruitment efforts, conducting interviews using the STAR method to assess candidate suitability and ensure alignment with company values.
- Prepared accurate daily forecast reports by collecting and analysing operational data, contributing to informed decision-making by senior leadership.
- Managed staff scheduling, including rota planning, timesheet verification, holiday tracking, and absence monitoring, ensuring full coverage and operational efficiency.
- Coordinated new starter processes, including the collection of employment documentation and completion of CRB checks in compliance with legal requirements.
- Maintained up-to-date company records in preparation for routine audits, supporting compliance and operational transparency.
- Handled procurement and logistical arrangements, including ordering office supplies, uniforms, ID badges, and booking accommodation for field staff.
- Operated and maintained various office equipment, including photocopiers, scanners, voicemail systems, computers, and iPads.
- Ensured high levels of accuracy in data entry and digital recordkeeping, maintaining database integrity and supporting real-time access to key information.
- Proactively identified and implemented process improvements to enhance administrative efficiency and team coordination.
In-Store Customer Service Consultant
Carphone Warehouse
03.2017 - 10.2017
- Delivered tailored in-store consultations, guiding customers through their buying journey to ensure all needs were met and the most suitable mobile solutions were provided.
- Demonstrated in-depth product knowledge across a wide range of offerings, including mobile handsets, SIM-only plans, Pay As You Go, and pay-monthly contracts.
- Consistently met or exceeded Sales Per Hour (SPH) targets by delivering a consultative, customer-focused approach that built trust and drove conversions.
- Handled daily cash transactions with accuracy and completed end-of-day banking procedures in line with company policies.
- Managed stock control duties, including regular stock checks, ordering replenishments, and maintaining optimal stock levels to meet customer demand.
- Provided support to customers with a variety of technical and service-related queries, using product expertise to resolve issues and enhance the overall customer experience.
Rental Lease Administrator
KPM Residential
06.2015 - 06.2016
- Prepared and executed lease agreements with tenants and guarantors, ensuring legal compliance and attention to detail throughout the documentation process.
- Maintained accuracy and integrity in the completion of legal and tenancy-related paperwork, supporting smooth tenancy transitions.
- Managed updates to landlord and tenant records with local councils and utility providers to ensure accurate billing and compliance.
- Developed and maintained spreadsheets to monitor HMO (House in Multiple Occupation) properties, ensuring all certifications were valid and aligned with current regulatory standards.
- Provided front-line support via telephone, assisting with viewing bookings, rent and deposit payments, and general tenancy inquiries.
- Coordinated property maintenance and repairs by liaising with tradespeople and keeping tenants informed throughout the process.
- Organised and maintained secure storage systems for property-related documentation, keys, and files, ensuring accessibility and proper recordkeeping.
Education
HNC/HND - Computer Networking
Glasgow Clyde College
05-2018
Level 6 - Computing & IT
Glasgow Clyde College
05-2017
Level 5 - Computing & IT
New College Lanarkshire
05-2010
Skills
- Customer Service Excellence
- Team Leadership & People Management
- Organisation & Time Management
- Remote Working & Self-Motivation
- Communication Skills (Written & Verbal)
- Attention to Detail & Compliance
Certification
Foundation Certificate in People Practice
Timeline
Membership Advisor
The British Medical Association
07.2021 - 01.2025
Customer Service Agent
ASOS.com
11.2020 - 07.2021
Office Manager
Bill Saver Scotland Ltd
10.2018 - 09.2020
In-Store Customer Service Consultant
Carphone Warehouse
03.2017 - 10.2017
Rental Lease Administrator
KPM Residential
06.2015 - 06.2016
HNC/HND - Computer Networking
Glasgow Clyde College
Level 6 - Computing & IT
Glasgow Clyde College
Level 5 - Computing & IT
New College Lanarkshire
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