Profile:

I?m an IT Project Manager / Business Analyst with a strong technical IT background. I delight in optimizing and delivering the best solutions to complex issues. I?m upbeat and energetic, pragmatic, solutions-orientated, reliable, and flexible.

EXPERIENCE

2020-11 - today

Role: FREELANCE BUSINESS CONSULTANT / PROJECT MANAGER

Customer: AZAVISTA / MY PICBOOK (UK/ US/ SINGAPORE/ PHILIPPINES)

Tasks:

• Driving sales strategy as a Business Consultant for Azavista in the APAC region
• Streamlined development and software delivery process for Azavista (DevOps/ Agile)
• Set up proof of concept for test automation for Azavista
• Managed the development of Agent /Agency portal for my PicBook (DevOps/ Agile)
• Managed gut renovation of conservation property in London?s Kensington

2016-07 - 2020-11

Role: BUSINESS ANALYST / PROJECT MANAGER

Customer: GENESYS UK (HOME OFFICE 90%/ CUSTOMER SITE 10%)

Tasks:

I Worked as a Business Analyst during the initial three months and thereafter, reassigned as Project Manager responsible for the delivery of Genesys?s biggest projects by size (35,000 seats) and by budget ($USD 23 million). I ran the most concurrent projects in EMEA . My projects covered all Genesys products (Cloud and Premise solutions) and I achieved the highest NPS score of the UK and Ireland Team. I used a mixture of methodologies (waterfall and agile). My customers crossed all industries (Telecom, Banking, Insurance, Utility, Government, Retail, Hospitality).

2015-08 - 2016-07

Tasks:

Traveled around North America, South America and Asia exploring investment opportunities.

2012-11 - 2015-08

Role: SENIOR BUSINESS ANALYST / PROJECT MANAGER

Customer: TELEFÓNICA (GERMANY)

Tasks:

Responsible for the overall delivery of fixed-net voice and data products. Created formal business requirements, supervised project approval process, managed the entire delivery until project closing. Used both waterfall and agile methodologies. Responsible for Telefónica Germany?s initial analysis and system requirement specification templates, processes, and communication.

2009-03 - 2012-11

Role: SYSTEM ANALYST /ARCHITECT/ DEVELOPER/ PROJECT MANAGER

Customer: O2 (ACQUIRED BY TELEFÓNICA) (GERMANY)

Tasks:

Responsible for all new Contact Center development and implementation for O2 Germany. Duties include: Interviewing and hiring contractors, selecting suppliers, planning proof of concepts, writing RFQs, analysis, development, configuration, documentation, design and training for all our Contact Center systems to optimize business logic, call flow, performance and stability. The last year I mainly worked as a project manager, where I had full responsibility for the complete redesign of all O2 Germany Contact Centers and the integration of Hansenet Contact Centers (Voice, Email, Chat, eWFM, Reporting, monitoring, CRM integration, infrastructure). Final responsibility for a budget of EUR 7.9 million for the redesign project.

2004-09 - 2009-03

Role: DIRECTOR /OWNER

Customer: on request

Tasks:

Worked as a Contact Center Consultant at O2 Germany. Provided complete routing solutions on BT IN routing, Aspect ACD/ Contact server and Genesys. Developed historical and real time reports. Set-up and configured Aspect eWFM and developed Oracle based Customer Data Portal (an ETL system extracting data from various CRM and DWH sources to provide real time routing logic). Migrated all O2?s TDM Call Center systems to a Genesys 7.x / Cisco VoiP solution. Configured routing for IVR, Inbound and outbound services on SIP servers and Cisco Callmanager, skill-based and multimedia routing, monitoring, and reporting. Responsible for collecting and translating business requirements, planning, design, risk and impact analysis, development and configuration, testing, implementation and documentation, training, and 3rd level support. Created processes, procedures, templates, and tools to streamline software delivery.

2000-04 - 2004-08

Role: SYSTEM ANALYST

Customer: ASPECT COMMUNICATIONS, UXBRIDGE, (UNITED KINGDOM)

Tasks:

Provided technical support to Aspect System Managers for all Aspect Contact Center products (except eWFM).

1999-05 - 2000-04

Role: TEAM LEADER (NORTEL EUROPEAN INFORMATION CENTER)

Customer: NORTEL NETWORKS (UNITED KINGDOM)

Tasks:

Responsible for setting up Nortel Networks European Sales and Marketing call center. Supervised a team of up to 11 agents handling leads. Responsible for the page set-up of the ?Contact Us? webpage and implementation of a ?Callback? button. Set up procedures, templates, and email distribution to handle all queries coming in via the external ?Contact Us? page. Administered the customer database.

1998-06 - 1999-05

Role: TECHNICAL SUPPORT ENGINEER 3COM/ USROBOTICS

Customer: SITEL (UNITED KINGDOM)

Tasks:

Troubleshoot by phone, fax and e-mail for 3com analogue and ISDN modems and terminal adapters on (windows 3.11 95, 98, NT 3.5 /4.0 and Apple Macintosh). Provided technical support for communication and configuration software.

1997-06 - 1998-05

Role: SUPERVISOR/ TRANSLATOR/ INTERVIEWER

Customer: IDC, Plus four, Ronin, Sample Survey, Roslyn Research, Taylor Nelson, Total Research, Data Quest (United Kingdom)

Tasks:

Conducted telephone interviews and monitored other interviewers. Responsible for writing performance reports, translating surveys and interviews, and managing the survey/focus groups.