Alex Westerman Email and Phone Number

Product Manager for the Accounts domain of Hermes Core and Insights for Hermes BI.• Strategic lead role in solution design, innovation, and product modernisation• Created, amended, and released new features in line with business analysis of customer processes• Process mapping to recommend viable solutions within current system functionality• Gap analysis with recommended development solutions• Written business study/health check to support above• Direct liaison with the dev team to ensure development matches customer requirements• Manage the team to enhance domain efficiencies and improve functionality/productivity• Assisting dev team with UI/UX, UAT and interface logic• Produce customer-specific training courses• Assign and prioritise workload of domain team• Full implementation support through the entire “Go-Live” processo Create milestones to reduce possible revenue loss• Efficient backlog management (DevOps, RnD) – reduced by 50%• Creating and running PL/SQL scripts in both Live and Test environments• Creation of Power BI Foundation reports in line with the company’s new product launch • On/offsite customer support (F2F, Teams, written/verbal presentation) • Understanding and resolving customer issues quickly and effectively• Negotiator between customer requirements and developer solutions

• Liaising with customers and dev team to agree on system changes and creating UAT documentation • Analysing customer processes and possible ways to streamline• Resolving customer queries within M&S agreements• Back-end fixes through PL/SQL scripts in both Live and Test environments• System Training – onsite and offsite, providing specialised documentation and training content• Maintaining domain documentation

• Heavily involved in the implementation of the new system• Created all training packages, researched best delivery method, UAT, implementation, post-implementation support o Low-level and high-level training of Agents, Team Leaders, Managers and Stakeholderso Created and developed multiple system user guides (internal and external)o Trained overseas clients to improve our quality of service to customers and reduce troubleshooting• Looked for insights and recommendations through business analysis of large volumes of data volumes in Excel• Identified system and process issues• Communicated with the supplier to implement system modifications to benefit the company• Presentation of findings and solutions to stakeholders in daily meetings• Tracked changes to system or process through JIRA

• Effective time management to ensure tight deadlines were met • Clear communication with colleagues to meet targets• Space managemento Building safe and fit to fly Unit Loading Devices (ULDs)o Ensuring ULDs have as many products as possible while remaining within regulations