Celia Hopkinson Email & Phone Number

Milton Keynes, Gb

Responsible for Oracle B2C Service Cloud CRM and Mercedes-me finance UK customer portal. Managing a Product Team. Also acting as interim Business Demand Manager for ITM

Milton Keynes, Gb

Product Owner responsible for Oracle B2C Service Cloud CRM

Milton Keynes, Gb

Senior Business Analyst working on large scale projects and deputising for the Business Demand Manager. Shortlisted for Transformation Leader of the Year in 2019 Women in IT awards.• Implemented Oracle Service Cloud CRM system for 350 users across most business units. Included multiple interfaces to core systems, eg Phoenix Contract Management and Business Partner, Reporting Systems, Customer Portal, Retailer Portal and third party systems. Documented initial tender document to evaluate 5 potential suppliers and facilitated supplier demonstrations to senior management. Lead BA responsible for 3 BAs/Process Analysts documenting use cases for 100+ business processes. Worked closely with Oracle Consulting to ensure development met requirements, led supplier workshops and playback sessions, supported Functional testing, UAT and Go-Live rollout. Provided analysis during Early Life Support and continued into BAU.• Implemented within a fixed timeline a new Insurance Solution moving from a sole supply white labelled motor insurance product to a panel of five Insurers and a new Daimler Motor Insurance product, plus a new Claims Management provider. Included numerous changes required to CDL Strata, an insurance sales and administration system provided by Cheshire Datasystems Limited (CDL). Reviewed business processes, documented business requirements, managed delivery of changes and fixes with CDL, created Test Plans and co-ordinated UAT.• Oversaw new Junior BAs working on small change requests from all business areas, including allocating and monitoring workloads, reviewing deliverables, coaching and mentoring.• A Leadership 2020 UK Ambassador for a Daimler worldwide culture change initiative. Introduced new key principles and game changers to the UK business and championing them to be at the core of all we do. Facilitated Empowerment sessions at the UK summit for 500 employees and an active member of the UK Pioneering Spirit team.

Milton Keynes, Buckinghamshire, Gb

Provided business analysis for multiple projects working closely with Project Managers and Stakeholders at all levels throughout the full project lifecycle. Successfully delivered all projects. Shortlisted in Top 10 employees in 2014 Recognition Awards.• Implemented a new fleet POS system, CALMS, from third party provider, White Clarke Group (WCG). Developed customer quotation and contractual documents. Worked closely with business users and WCG to develop CALMS further, documenting change requests, devising test plans, performing and supporting system testing, supporting UAT testing. Included new SOAP web-service interfaces providing on-line quotations to key customers.• Implemented a new fleet Order Management System developed in-house. Included interfaces to CALMS, Leaselink and SAP Contract Management System. Held requirements gathering workshops, documented business requirements and worked closely with third party suppliers and in-house developers to define the solution. Supported testing. • Implemented Fleet Management solution with changes in CMS, StreamServe and Business Object reporting. Held requirement gathering workshops, documented business requirements and functional requirements, analysed 1000 existing reports, supported development and testing.• Analysed regulatory changes required to the Consumer Credit Reference Agency monthly file including change in file format to Experian CAIS, documented business requirements and data mapping table. Supported development and testing.• BA Lead on CALMS2 POS upgrade. Held GAP analysis workshops and closely worked with WCG on solution design for changes required.

Knutsford, Cheshire, Gb

New role reporting to Managing Director, responsible for sales of Alfa Romeo cars and Fiat vans and finance to companies. Appointed as preferred supplier for 15 of the FN50 Leasing companies and successfully retained all contracts following re-tendering process. Sole supplier of both vehicles and finance solutions to 50 National Brokers. Achieved target for orders and deliveries within agreed profit structure. Top performing fleet team within UK Alfa dealerships and recognised as key competition by other dealerships. Introduced regular Fleet Marketing activity and alternative routes to market. Built a team to handle increased volume and opportunities. Documented and rolled out all Fleet Policy and Procedures. Introduced use of IT systems to streamline processes and improve cost effectiveness. Identified and implemented new working processes across other areas of the business to reduce manual processes and increase efficiencies. Initiated and negotiated contracts including SLA's with external suppliers eg delivery companies to ensure required service levels being continually met.

Reporting into Citigroup Management, responsible for all commercial aspects and operations during the run-out of the 9,800 vehicle fleet (£68 million asset value) and closure of the business. Managed relationship with Outsource Partner (OP) ensuring adherence to contract, included holding monthly review meetings, monitoring service levels and agreeing service credits due. Audited operational performance including sale of vehicles (£40 million total), maintenance expenditure (£6 million total) and fleet administration costs.Exceeded performance target for vehicle disposals and historical company profitability was attained throughout the run-out. Identified service gaps in OP provision and negotiated contract changes including introduction of new KPI's and service credits and compensation for non-contractual issues. Oversaw the transition of CCF finance and collection functions to parent company and identified tasks for OP to perform, reducing Citi headcount and transitioned these. Worked closely with new finance and collection teams ensuring continued efficiencies, provided industry expertise and presided on contractual and financial decisions relating to clients and/or OP.Recommended the strategy adopted to liquidate the fleet 15 months earlier than planned and managed this process including negotiations with clients and OP.

Following parent company's announcement to exit the fleet business undertook a temportary role to head up the commercial team. As part of a project team appointed an external partner to outsource ongoing client management/operational services for the 10,500 vehicles during the run-out of the business through to 2007.Agreed strategy for commercial staff redundancies and oversaw functions during the consultation process.Worked on legal outsource contract, composed Services Schedule with Service Level Agreement and implemented the transfer of services to Outsource Partner included training their staff.Managed client communications regarding exiting the marketplace and transition of services to the Outsource Partner.

Responsible for the existing product portfolio and delivery of new products. Included manging third party suppliers and researching new product opportunities.

Managed 9 Direct Sales and Client Services personnel reporting to the Commercial Director. Included setting objectives and sales volume/profit targets and conducting performance reviews. Exceeded volume and profit targets in 1998 to 2001 and instrumental in growing CCF fleet size from 6,000 to 11,000 units. Increased renewal business year on year and improved client satisfaction. Consistently achieved a top 4 position in Landmark Survey for customer service from 1998 to 2001.Seconded to a project team for 10 months, successfully implemented a £0.5 million fully integrated ERP system by Kerridge called 'Kestrel'. Responsible for quotation, marketing and termination modules including full testing, sign-off, data migration from legacy CRM system, production of client facing documents and business reports, training of sales/marketing staff and production of detailed user procedures. Retained ownership after 'go-live' and worked on 2 further major system-wide enhancements.

Day-to-day relationship owner for 35 client accounts with fleet sizes ranging from 50 - 3500 included CCF's top 4 clients. Top performing CSR and known as 'font of knowledge' by team.

Amsterdam, North Holland, Nl

Held various Customer Service and Administrative positions.

Diploma In Business Analysis

Diploma, Management

Education record