Performance54

Work with internal stakeholders to shape a digital development roadmap, advising and directly supporting its implementation to ensure continually meeting needs of users e.g. staff, suppliers, customers, etc.

Internal lead on the delivery of a new digital architecture plan.

Manage end-to-end digital deliverables from initial shaping through discovery, design and development delivery to business-as-usual.

Liaise with external IT consultants as required.
Lead on the implementation of the digital solution across the business.

Work with senior leadership to plan for the necessary changes required for company growth and advise on best business solutions.

Assist with the creation of an in-house BAU support team.

Ensure adequate user awareness on changes to systems, infrastructures and products.
Ensure adequate tracking and monitoring of change items.

Create and assist in the delivery of change management training programs to ensure smooth transition to new system.
Develop quality control system to monitor effectiveness of new digital solution across all departments.

Change Management Consultant

Matador

Revolutionising combat sports seminars with the ultimate seminar discovery platform.

Founder

Philip Morris International

Oversight and management of development/implementation of global back-end systems for Customer Service and Customer Interactions.

Uplifting customer experience & operational efficiency while continuously evolving global portfolio of back-end CSC systems.

Partnering with internal and cross departmental stakeholders to drive pilots and full-scale implementation across global markets and customer operations sites.

Accountabilities:

Design – Provide E2E operational guidance and best practice for Global Bot strategy and implementation.
Solutions Consulting – Reviewing of existing tech stack and look for automation and CX opportunities in line with
business strategy.
Project management - Planning, scoping, coordination, documentation, cross functional comms etc..
Governance & Change Management- Creating & maintain service & process documentation, decks etc..
Presentation & Facilitation – Presenting the global design and solution to markets and engaging kick offs and working meetings/workshops.

CS Solutions & Interaction Mgt SME

StableLogic

Consultation and leading of transformation strategy through facilitation, analysis, design, and delivery. Review of technical designs and contact strategy predominantly to the hospitality and travel industry clients.

Accountabilities:
Opex – Provide E2E operational guidance and best practice for business goals.
Relationship Management - Primary day to day client contact ensure clarity and proactivity at opportunities.
Leadership - Leading & guiding team of 5 junior consultants across operations, BI, Project mgt & tech implementation.
Solutions Consulting – Reviewing of existing client tech stack in line with current trends and market best practises etc...
Project management - Plan, coordination, Scoping, Cross functional comms etc..
Governance & Change Management- Creating & maintain service & process documentation, decks, RFPs etc..

Lead Consultant

Sparkworld 

Start-up in the web3 space.

Platform aimed at streamlining the NFT distribution process during drops enabling fair distribution. Tokenization element included to gamify user selection to project whitelisting.  Deployment on avalanche chain.

Overseeing product development lifecycle from conception to delivery.
Accountabilities:
Define Product Roadmap – Accountable for requirements gathering & creation, onboarding dev team.
Feature requirements – Creation & Specification of technical product requirements. Flows, Epics, Stories etc..
Research & Development – Understand competitive landscape and opportunities.
Project management - Creating and maintaining internal and external timeline in line with internal business objectives.
Data/trend analysis & Continuous Improvement - Develop customer focused market research insight
Requirements & metric design - Creation of system requirement, KPI & Metric documentation.

Product Manager

LivePerson

Focus on transformation projects for Liveperson clients and prospects.

Supporting/leading client assignments, dealing with senior stakeholders.
Converting transcript analysis into insights leading to business decisions.
Conducting deep dive data analysis.
Planning and scoping assignments
Understand, interpret, and communicate client requirements.
Ensuring that clients’ needs are continuously assessed, and solutions designed around them.
Building relationships with clients and helping them learn new skills through mentoring and shadowing where required.
Being involved in the wider Transformation community, identifying good practices we can adopt and sharing our
experiences/sharing knowledge of tools and techniques with the wider team.

Transformation Consultant

Responsible for operational performance & overall delivery of new operating model across 800FTE with specific focus on operational efficiencies.

Business Operations Lead

Specialising in digital transformation of Operations through use of proprietary and 3rd party automation and AI/Bot solutions.
Responsible for delivery, client relationship, innovation & Opex/continuous improvement.

Specialising in Operations and AI/Bot Transformation.

Accountabilities:

Opex – Provide E2E operational guidance and best practice within asynchronous consumer experiences.
Relationship Management - Primary day to day client contact ensure clarity and proactivity at opportunities.
Growth - Adding value by maintaining momentum, delivering daily and weekly meetings to drive growth and
automation.
Solutions Consulting – Integrations such as Salesforce, Guidewire, Medallia, brand CRMs etc...
Implementation – (Superuser) Back end changes to profiles/privileges/features etc..
Project management - Plan, coordination, Scoping, Cross functional comms etc..
Governance & Change Management- Maintaining service & process documentation, troubleshooting etc..

Customer Success Manager

Delivery of projects within scope of SOW while providing operational guidance and education to customer to both Greenfield and existing accounts. 

Total projects – 36

Accountabilities:

Operational & Technical Kick Offs – Delivering Project kick off meetings, summarising scope, SOWs, solutions and timelines & expectations.
Requirements Gathering & Validation – High Level technical & detailed operational review of requirements – Internal briefs and client validation.
Solutions Consulting – Concepts through to design and delivery - specifically relating to Bots, Automation & APIs – sharing and guiding toward market & vertical best practices.
Implementation – Ensuring implementation follows agreed solution.
Project management - Plan, coordination, Scoping, Cross functional comms etc..
Operational Consulting – Ensuring Client Operational readiness through workshops and regular touchpoints sessions.
Governance - Maintaining service & process documentation.

Project Manager

Teleperformance

Responsible for client relationship, account financials, innovation & continuous improvement.

Accountabilities:

Relationship Management - Primary day to day client contact and pivotal link with internal & external stakeholders.
Strategy – Devise market relevant strategies through system efficiencies/innovations and continuous improvement.
Financial – Revenue & margin forecasting, maintaining budgets and revenue trackers.
Implementation - Translating client requirements into operational or strategic actions. CX, CS retention, CI..
Project management - Plan, coordinate and communicate activities across departments i.e., system/software releases, channel deployment, campaign growth etc...
Change management – Management and direction of back-end resource, impact analysis, review/reporting.
Account governance & auditing - Maintaining action plans, WIP, service & process documentation.
Commercials – Proposals & negotiation of commercials. 
MBRs & presentations - Preparation for meetings including agendas, review decks, minutes.
Ad Hoc Mgt - Control and QA of all non BAU tasks undertaken by the data and reporting team.

Account Manager

IBEX UK

Responsible for implementation of CRM reporting & customer surveying platform (NPS). – Integrated CATI/CAWI softphone solution & CRM database.
Accountable for requirements gathering phase, onboarding, roll out and ongoing relationship & project management. Upkeep, governance and continuous improvement of accounts through consultative approaches.

✓ Relationship Management/Consulting - Client facing contact for program-related issues & technical assistance for 12+
Key C level stakeholders on Pan European scale.
✓ Requirements gathering/scoping - Collection of local specifications & business requirements tailored to each NMSC
(National Marketing Sales Company)
✓ Project management - Creating and maintaining internal and external timelines and deadlines.
✓ Data/trend analysis & Continuous Improvement - Develop customer focused market research insight of 12+ National
Marketing & Sales Companies, increase portal usage & create strategic action plans based on insight.
✓ Quality Analysis & UAT - Implementations of internal & client agreed quality standards.
✓ Governance & Auditing - Contact strategy and business rule consultation.
✓ Coordination - I.T & telephony resource coordination & management.
✓ Change Request handling - Client change request creation, sorting, consultation and implementation.
✓ Design & Facilitating - Creation of training materials for in the field, hands on workshops.
✓ Requirements & metric design - Creation of system requirement, KPI & Metric documentation.

Country Manager

Outbound B2C customer contact on a pan European scale as part of company's CRM scheme.
Reporting on customer feedback for Market research purposes and ensuring entire customer satisfaction within the "Bentley
Experience".
✓ Data Capture
✓ Data Analysis
✓ Raising and reporting of alerts & market trends
✓ Reporting to internal stakeholders

Multilingual After Sales CS Agent

Université de Bretagne Occidentale

Organizing professional conferences for 1st and 2nd year students. For purpose of networking & career enlightenment.
✓ Prospecting & interviewing potential speakers
✓ Equipment set up & Session openings/Closings
✓ Managing yearly and timetables & timelines Vs deliverables
✓ Crowd Management & facilitation

Conference Coordinator

Ministère de l'Éducation nationale et de la Jeunesse

Teaching schoolchildren English- 14-18yrs:
✓ Lesson prep.
✓ Facilitating & presenting
✓ Group work
✓ Occasional sole responsibility of entire class (25+ pupils)

English Teaching Assistant

Professional Services and Implementation specialist and consultant.

Specialising in Operations, Customer Experience, Conversational AI, Continuous Improvement and Digitalisation. 

Experienced in assessing, advising, planning, implementing SaaS platforms and digital services to drive change in business solutions & strategic/business improvement to customers and end users. 




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