Charlene Jacobs Email and Phone Number

Implement guidelines, procedures and templates to collect and maintain consistent data and provide hands on delivery support to a program or projectFacilitate the creation and update of program or project plans as required by the program/project managerIdentify where Internal cross project dependencies exist and track theseImplement agreed progress reporting mechanisms for all projectsAssist the program/project manager in the preparation of status reportsManage configuration librariesFacilitate the quality review process for programs or projectsPerform administrative duties including the capturing of financial data on the PMT systemEnsure the uploading and back up management of project documents.Schedule meeting venues and facilities for progress meetingsCompile meeting minutes and distributes to attendeesMaintain reference library / repository of all project documentsUpdate all project exception logs (e.g. risk logs, issue logs, change logs).Maintain project baselinesMaintain the lesson learned databaseAssist the team with logging of technical\software callsTimesheet management\Resource levellingUploading of all Leave requirements on InfoHubMaintain PDB SheetRoll-on\off\over Management of resourcesAdmin - various from printing, scanning, collating training etc...Updating the Quality Control forms including the Deliverable trackerWeekly Baseline ChecksSchedule updates Component tracker follow up (not actual update)Assist DMC to book meetings with key people for TSS sign-offAssist Verification to book meetings with key people for TSS sign-offAssist with CIT compliance requirements Follow up on action items

Consulting for TCS on Tele-coms projectsProgress & tracking reportingSupporting risks & Issues Management Programme Change ManagementIntegrating the Project Management Financial Planning & Control processesSupported Financial PMO with monthly billing of all South African Telecon projectsWeekly & Monthly Reporting to Head of Telecon and Sales Projects

Tracking customer satisfaction using various research tools.Implement action plans to improve key performance indicators to maximize customer experiencePost implementation evaluation of new functionality and enhancements against the business objectivesAssesses the effectiveness of the support channels by providing the appropriate level of performance feedback.Compiling Management Reports – adhoc and recurring channel performance reports with emphasis on support channel effectiveness.Assess the effectiveness of incentive schemes with respect to desired behaviourAnalysing current usability trends and providing recommendations.Providing recommendations based on Consulta (Market) research findings.Serve as the primary contact point for the support channelsMonitor and report on branch registration processesFormal presentations on the customer experience to senior management within and outside the business.Complete and maintain Channel service documents for each service. This covers all aspects of the service and processes.Provide specialist support for the Business Support department (which serves as the 2nd line of support for all incoming operational issues) and ensure they are adequately equipped to deal with problems within their scopeBenchmark the FNB Cellphone Banking customer experience against other service providers.Liaise with Business Operations Support to address customer needs and concerns.Brief marketing on the findings of customer research.Monitor customer experience in relation to service availabilityAssist in other channel ad-hoc requirements as specified by management

Evaluate calls made and received by CC AgentsEvaluate data captured by CC AgentsProvide daily training to agentsAnalyse monthly results for training purposesEnsure customer service standards are maintainedWeekly and monthly reporting to managers and supervisors