Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 05 January 2022

Fiona Thomas

I’m Fiona Thomas and I’m a Senior Planning Manager for Sky. I’ve held various roles within Planning at Sky including management of Scheduling, Field Planning and currently Transformation and Change.

My contact centre journey began in 1999 in Morgan Stanley where I fell into the Planning world in 2006. Since then, I’ve held positions within Real Time, Scheduling, Forecasting, Dialler, Relationship Management and Department Head across Scottish & Southern Energy and Response before finding my current home in Sky.