Amazon

Principle Program Manager

WWCS Continuous Improvement Value Stream PM

Role Highlights:

Program Leadership: Directed Amazon's Defect Elimination program, a global initiative aimed at identifying and eliminating root causes of defects to improve operational efficiency and enhance the customer experience.

Cross-Functional Collaboration: Partnered with stakeholders across Supply Chain, Customer Service, and Operations to drive alignment and implement sustainable defect reduction strategies at scale.

Data-Driven Decision Making: Utilized advanced analytics and reporting tools to uncover insights, track defect trends, and measure program impact, enabling informed decision-making and continuous improvement.

Process Optimization: Designed and implemented standardized processes to streamline defect detection, resolution, and prevention, reducing operational inefficiencies and enhancing service quality.

Lean and Six Sigma Integration: Applied Lean Six Sigma methodologies to drive systematic improvements, ensuring measurable and sustainable outcomes.

Team Enablement: Led workshops and training sessions to build organizational capabilities in root cause analysis and problem-solving, fostering a culture of continuous improvement.

Impact: Delivered significant reductions in defects across key business areas, contributing to improved customer satisfaction, reduced costs, and operational excellence.

Defect Elimination Program Manager

Virgin Media Ireland

Role Highlights:

Program Leadership: Spearheaded the development and deployment of a comprehensive Future Contact Center strategy, encompassing Agent Desktop Framework, Contact Delivery Platform, Workforce Management (WFM), Speech Analytics, Call Recording, and Decision Management Framework.

Business Process Optimization: Defined and implemented an enterprise-wide Business Process Management framework, driving sustainable change through an integrated platform approach.

Continuous Improvement Excellence: Led the Continuous Improvement team by applying Lean Six Sigma and design-led methodologies to enhance operational efficiency and deliver measurable results.

Strategic Portfolio Management: Directed the strategy, delivery, and management of a transformative business portfolio, ensuring alignment with organizational goals and driving impactful outcomes.

Innovation Leadership: Designed and launched Virgin Media and Liberty Global’s employee-driven innovation strategy and framework, including the successful rollout and enhancement of the 'Spark' and 'Matchbox' programs, fostering a culture of creativity and collaboration.

Innovation Programme Manager

Liberty Global

With the strategic launch of the Horizon Platform in Ireland, I was responsible for the operational readiness of the Field Operations area encompassing Logistics & supply chain, 200+ Installation crews, 200+ Field Technicians, Regional Management Centre, Service Delivery and Technical support teams. My focus was to deliver a paramount customer experience and incorporate lessons learnt from previous country launches.

The Irish launch was hailed a major success surpassing all Sales targets, Operational KPIs, top NPS results in Europe and culminated in numerous Industry awards and accolades.

Business Readiness Manager

UPC Ireland

Role Highlights:

Team Leadership: Managed a high-performing team of analysts with expert knowledge of Business Support Systems (BSS) and Operational Support Systems (OSS) platforms, delivering technical systems support across all business units.

Root Cause Analysis: Fostered a culture of root cause analysis, collaborating closely with Corporate CTO and CNO teams to identify and resolve critical system issues effectively.

Operational Excellence: Led the team responsible for providing critical support in the implementation and management of Operational Field Trials, ensuring seamless execution and delivery.

Number Portability Management: Directed the Number Porting department, ensuring efficient processing of all number ports while maintaining compliance with regulatory requirements. Established and maintained the relationship between the Communications Regulator (ComReg) and UPC for fixed-line number porting.

Project Management Success: 
- Successfully launched the On-Demand Service in Ireland on behalf of Field Operations, ensuring timely delivery and operational readiness.
- Implemented 1-day Fixed Line Number Portability in alignment with the European Directive, enhancing customer experience and regulatory compliance.

Service Fulfilment & Assurance Manager

Here’s an improved LinkedIn role description tailored for a Reporting and Analysis Centre Manager role:

Role Highlights:

Leadership and Management: Managed a centralized Reporting and Analysis Centre, driving data-driven decision-making and delivering actionable insights across the organization.

Data Reporting Excellence: Oversaw the development and delivery of high-quality reports and dashboards, ensuring accurate, timely, and relevant information was provided to key stakeholders.

Performance Analysis: Conducted in-depth analysis of operational and business performance metrics, identifying trends, opportunities, and areas for improvement to support strategic initiatives.

Process Optimization: Implemented streamlined reporting processes, leveraging automation and advanced analytical tools to enhance efficiency and reduce manual effort.

Cross-Functional Collaboration: Partnered with teams across departments to align reporting outputs with business goals and objectives, ensuring insights were actionable and aligned with organizational priorities.

Team Development: Built and led a high-performing team of analysts, fostering a culture of continuous improvement, innovation, and professional development.

Reporting & Analysis Centre Manager

ChorusNTL

Handling of Customer escalations & complaints on behalf of Customer Operations 

- Key business lead in the IT Integration and Transformation project between Chorus and NTL
- Monitoring and analysis of repeat calls and escalations to formulate methods of proactive improvements to processes and procedures
- Establish and maintain regular communication with Customer service staff, set development objectives and give performance feedback in order to create a high performance culture within the Customer call centre 
- Enforce adherence to company policies and procedures
- Identifying and troubleshooting performance related issues across all technologies within the Chorus operational network
- Support resource and workforce forecasting and planning 
- Drive process and KPI improvements

Operations Team Manager

Chorus

- Led a specialist team of staff in this newly established team as part of the launch of Telephony services by Chorus within our Cable and Rural MMDS footprints
- Ensure the accurate and timely provisioning of all orders for telephony lines including the operation of Wireless Local Loop, Cablephone, Carrier Pre-Select, Single Billing and Geographic Number Portability products within the Chorus infrastructure 
- Acted as key liaison with Comreg providing regulatory reporting on a monthly basis
- Escalation for any problem orders and define and design solutions to such instances 
- Mentoring and coaching of staff within the department to deliver high levels of performance

Provisioning Teamleader

- Responsible for the design and execution of training for all new and existing Dispatch staff to ensure a high standard of competency was kept within the department
- Implementation of performance management system driving high quality and customer experience
- Monitoring of all staff ensuring compliance and effectiveness of skills. Identifying performance gaps, and providing coaching and development oppurtunities to drive success 
- Creating a positive work environment for employees

National Dispatch Trainer

- Led a team of staff responsible for the management of all work order assignment for deployment of field technicians 
- Responsible for the supervision of all Field technician schedule calendars
- Resource planning and forecasting for all installation and service faults
- Provide training to other team members and other departments in specialist areas 
- Creation and analysis of performance reports

Workforce planning Teamleader

- Responsible for the monitoring of all Field Technicians via Jeopardy Management#
- Management of all technician workload in the field to drive completion rates
- Mentoring and coaching of staff within the department to deliver high levels of performance

Dispatch Teamleader

Irish Multichannel

- Maintenance of accurate all house information from Engineering and Field Operations to ensure system integrity on the Customer Management & GIS system 
- Co-ordinate the input of node AS Build information from Engineering maps via Arc-view 
- Liaising with Sales departments to provide homes passed information  
- Implementation of geo-coding information onto the Customer Database

GIS Analyst

- National Sales Order Entry team, responsible for loading of all Installation Sales Orders in a real-time manner 
- Responsible for data integrity as part of a CRM migration project

Sales Order Entry Operator

As a seasoned professional with over 25 years of experience in Telecoms and E-commerce, I specialize in leading transformative programs that enhance operational efficiency and foster innovation. Certified in Lean Six Sigma, Innovation and project management, I have successfully managed cross-functional teams to deliver complex projects in supply chain optimization, new product launches, and customer experience transformation. My commitment to continuous improvement and strategic leadership has consistently driven sustainable change and business growth.

Taplio

Elaine Bromell's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Elaine Bromell's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Elaine Bromell's Linkedin Analytics