Annika Etheridge Email & Phone Number

United Kingdom

Sweden

In charge of large onboarding project for key account customer Sector Alarm across eight European countries, enabling digital invoicing for 600,000 end-customers. Implementing invoicing SaaS solution by managing cross-functional internal teams and customer relations. Daily interactions and alignment with customer team to ensure project plans are aligned, risks handled and changes managed efficiently.Involved from sales phase and project scoping, defining Statements of Work to managing project delivery and go live to secure handover to managed services. Supporting company growth into new markets by managing customer onboarding in close alignment with product development, legal, sales and marketing. Delivering the program in an environment where both waterfall and agile methodologies co-exist.Driving success by developing and improving internal project management processes and standards such as change management, scope management and stakeholder management.

Sweden

Promoted to build and manage a Project Manager team at Calabrio in Stockholm, Sweden (Contact Centre, WFM, BI and CRM).Ultimately responsible for the implementation portfolio in EMEA, APAC and South America and a team of six project managers.Recruited and supported new team members, rolled out a new internal project management system and CRM (Clarizen, Salesforce), developed aligned processes, developed and trained team members. In charge of scoping projects and assigning resources, managing escalations and continuously improving project management processes to meet company goals and delivery successful projects to customer expectations. Also engaged in Womentor - an organization and program for female IT leaders.

New York, United States

Brought onboard to manage largest implementation to date of Calabrio's workforce management system for customer Capital One in locations across USA and Canada. In charge of program and project scoping, budget management, change management and a team of eight consultants and technical resources. Recognised for my on-budget and on-time delivery by being awarded Most Professional employee of the year. Also managed complex cloud workforce performance projects for key accounts such as Dyson, Webhelp and Danske Bank (CalabrioOne suite).

Sydney, Australia

Worked on a large bid to transition Westpac Bank’s ICT platform to Optus. Provided project management expertise to the scoping, planning and pricing of the solution. Specifically managed the development of the Contact Centre solution and third parties to integrate their commercials, solutions, timelines and teams into the overall plan and costing as well as vendor specific SOWs. Optus was awarded the Contact Center contract. During the design and delivery phase I managed a team of 20 internal and external Project Managers, Business Analysts and Project Schedulers. Handling quality and reporting deliverables and working with the Solution Architects to ensure technical deliverables aligned with functional and non-functional requirements. I was the customer interface and managed the relationship, communication, reporting, escalation and change management for my streams of work, including vendor deliverables and resources.

Sydney, Australia

Managed the Business Change Stream of Vodafone’s OneConnect Program, a Contact Centre Telephony and Infrastructure delivery. The program introduced new telephony technology (SIP to Core) and an upgrade of the Genesys platform, including applications such as Verint Call Recording, Virtual Hold, OpenWave Workforce Management and ccPulse RealTime Management. Primarily responsible for ensuring solution meets business requirements, for preparation of operational change and the migration of queues and agents onto new platform. I managed a project team of Senior Stakeholders within Customer Care and a virtual team of operational staff across two Contact Centre locations.

Dubai, United Arab Emirates

Hired in the start-up phase of du telecom in UAE to set up the Project Management team within the Consumer Sales division and to oversee launch preparations, system and process readiness, testing and go live.

Dubai, United Arab Emirates

Managed key account relationships and projects for Professional Services section of Brightpoint Middle East; created business opportunities and delivered consultancy projects across region’s telecom sector (business optimisation and transition projects for Vodafone Kuwait).

London, United Kingdom

Promoted from Customer Support Consultant to Project Manager at Aspect in London.Managed installations of Aspect Communications Contact Center portal (both software and hardware solutions) across Europe.Played key role in developing the Aspect project management methodology (based on PRINCE2) and long-term strategy.Trained contact center managers at over twenty-five companies throughout Europe to use Aspect Workforce Management software in order to schedule and track employee activity effectively, reducing operating costs while increasing service levels.

Amsterdam Area, Netherlands

Advised British and Scandinavian clients in the use of corporate PCs and networks. Provided customer support and technical troubleshooting both on hardware and software issues.

Viksjö - Stockholm - Sweden

Teaching Swedish language and literature and Physical Education at Viksjö High School. I performed my work experience at this school during my studies and was hired after graduating.