Adobe Campaign Architect @ Munich, Bavaria
Project manager – Business Analyst – Business Process Improvement Expert
Greater Reading Area
Results driven Prince 2 practitioner project manager with over 7 years broad experience successfully managing full cycle, large scale Business Process Improvement projects and organisational changes involved projects with outstanding results. Proven ability of delivering on-time and on-budget project performance through well managed communication and engagement of diverse stakeholder groups. Experience in matrix management of hundreds employees in customer support environment. Demonstrated track record of introducing productivity and quality improvements as well as achieving organisational targets and buy-in.
•Analysed and reengineered business processes which were implemented in a new CRM/CTI system in Customer Contact Centre replacing various legacy systems used by customer care representatives resulting in a well assimilated system within 4 months, leading to major improvements in KPI'S, 30% reduction of customer service time cycle, improved data integrity and higher customer satisfaction.
•Successfully facilitated a merger of 2 large ISP companies resulting in one well established, integrated company with highly efficient business processes, improved customer service response times, increased productivity and cultural synergy.
•Utilised project management well as BPI expertise to successfully assimilate a VoIP product delivering 95% plan against schedule making the product a key growth engine and increasing revenues. By successfully meeting project schedules we achieved time-to-market goals beating the competition and maximising the window of opportunity.
•Managed site relocation project of 800 staff workforce, collaborating cross functional departments whilst achieving seamless transfer under severe time and budget constraints
Specialties: Business Process Improvment, Business Process Engineering, Change managmen, motivating stakeholders with clashing interests