1. Deborah Jane Fisher
Telephone: 07790584049
email : fisher_debbiej@yahoo.co.uk
PERSONAL INFORMATION
A highly competent and creative Business Excellence Manager with an excellent record of achievement
spanning 10 years in a Senior Leadership role. For the past 8 years this been in the Contact Centre
Industry within a multi-channel environment for the Rail Industry. Previous to that spent 20 years
working for the Ministry of Defence. Possessing a diverse range of skills that include Quality
Management (ISO 9000, Lean Six Sigma, FMEA & EFQM), Prince 2 Project Management, AutoCad
and Communications. Excellent analytical approach to solving problems whilst proactively
implementing new initiatives and business strategies. Proven record of developing high performing
teams with a strong focus on continuous improvement for the business and the customer. Experienced
in Business Continuity Planning, Risk Management, Outsourcing, Data Protection and Transition all
add to make a valuable member of any organisation.
Achieves success through:
• Strong leadership
• Unswerving commitment and determination to succeed
• People management skills
• Excellent client relationships
• Self-motivation and drive to obtain results
PROFESSIONAL EXPERIENCE
Business Excellence Manager, Intelenet Global Services Aug 2007 – Present
I am responsible for the quality strategy across all of our sites in the UK and Mumbai. Leading and
developing a best in class customer experience balancing the needs of Intelenet and our Rail Industry
clients whilst working within a budget controlled environment ensuring we deliver continuous
improvement consistently.
Intelenet Global Services based in Plymouth, is a Contact Centre that delivers multi-channel contact
centre services for the UK’s largest rail companies. Diverse role including responsibility for the
management of the Business Excellence, Learning & Development and Accounts departments across
a team of circa 30 FTE with 8 direct reports.
Key achievements/responsibilities:
• A key member of the Senior Leadership team who is responsible for business strategies and
projects that drive improvements for the business, clients and the customer.
• Responsible for driving process re-engineering projects across all elements of the business from
1st point of contact through to completion to highlight process efficiencies.
• Responsible for ensuring all of Intelenet’s outputs meet and exceed our clients’ and customers’
expectations by continuously improving the way we deliver our products and services
• Main contact for the Rail Contracts regarding all quality reviews, responsible for managing client
relationships and developing shared goals and objectives.
• Implementation of Quality Management System (in accordance with ISO 9000) across multiple
sites with a total number of 350 employees which has resulted in efficiency internally and
improved the end customer experience for our clients
• Ensuring Intelenet maintains regulatory and contractual compliance accreditations (CCA)
• As the Data Protection Officer I am responsible for ensuring staff comply with all aspects of the
Data Protection Act by delivering training, briefings and ensuring all Data Protection breaches
are investigated correctly and corrective action taken
• Managing a team of quality analysts and co-ordinators to drive continuous improvement and
promote a robust quality framework across the business

2. • Delivery of large scale projects internally and externally for clients in line with the Prince 2 and
Intelenet methodology, including all aspects of change control to drive costsavings and benefits.
• Management responsibility for the L & D department ensuring that learning is at the heart of the
business and continues throughout the lifecycle of employees. Ensuring an effective skills matrix
and e learning package is in place and regularly reviewed.
• Working with the Institute of Customer service to share best practice and ensure our business
is a leader in all aspects of customer service
• Champion the implementation and maintenance of statutory legislation of the PCI DSS
standards (Payment Card Industry Data Security Standard)
• Implementation and maintenance of the Business Continuity Plan including regular exercises to
test effectiveness.
• Responsibility for the Risk Management program ensuring all risks are recorded and monitored
regularly with key stake holders.
• Lead Auditor delivering a comprehensive and diverse audit schedule for all aspects of the
business, ensuring corrective actions and observations are actioned.
Quality Manager, DCSAMinistry of Defence March 2004 – August 2007
• Responsible for the Quality Management System across the UK from RNAS Culdrose, Cornwall
to Stirling, Scotland
• Carry out regular internal audits of the local site quality managers and their system, highlighting
non-compliances and monitoring the corrective action plans
• Create the company’s annual business plan for quality and brief directors at regular briefings of
any amendments or improvements
• Work closely with the 3rd party assessor (NQA) to ensure the department maintains its ISO
9000/2000 accreditation
• To ensure DCSAstaff are constantly up to date with quality training and try to educate personnel
that quality is everyone responsibility and it is a vital part of day to day business
• To ensure the quality team works closely and efficiently, drawing on team members knowledge
and skill and ensuring that individuals are aware of their valuable role in the team
• Ensure new initiatives are fully investigated and recommendations made to the board that are
the best way forward for the company in regards to quality and business improvements.
IT Support Officer, Ministry of Defence 2003 - 2004
• Providing 1st Line Support to 3000 HM Dockyard Plymouth IT Customers, dealing with security
issues, PC Repair and general IT problems
• Ensuring the IT Support group met its Monthly 1st Fix Targets set by the Service Level
Agreements.
• Providing reports as to the reason if Targets weren’t met e.g. Server downtime.
• Adapting to staff shortages and standing in for colleagues due to sickness and leave.
SUMMARY OF QUALIFICATIONS & TRAINING
 Prince 2 Practitioner
 Certificate in IT Service Management (ITIL)
 ISO 9000/2008 update
 ISO 9000/2000
 Internal Auditor
 NVQ in Business Improvement techniques which uses Lean, 6 Sigma, 5S
 City and Guilds Fibre Optic Installation
 City and Guilds Copper Cabling Installation
 AutoCad Drawing Foundation and Intermediate