Annual rating of “exceeds expectations” each year for the past 7 years in Xerox.2021 Genesys Customer Innovation Awards - Customer Experience Mover (self-implementation) Award.Successfully led major programmes at a global level:TechnologyEnd to end design, build, test, and implementation of a new global telephony platform  4,000+ users across 20+ business areas in 12+ locations around the world  Creation and standardisation of Global Processes  Plan, mobilise and execute training framework  Change Management and Governance formalisation and implementationTransformationSuccessfully led global remote training and tools standardisation  Training gap closure and implement necessary governance for continuous improvement  Technology improvements with the introduction of simulators to improve agent knowledgeTransitionRight shoring of activity for 3 key, major business areas.  A full end to end transition to a new supplier for Xerox call centre and back office activities.AutomationGlobal Robotic Process Automation with 14+ automation projects delivered within budget and on time.  Annualised savings more than $1m  Complete autonomy to drive change within the businessOwnership of projects; with full responsibility for driving and executing change within agreed deadlines. The summary of the main activities is:• Project documentation, project briefs, end stage reports, highlight reports and business cases• Risk and issues management, quality checks and change management• Project planning, resource allocation and monitoring, estimating and budget management• Project communications, checkpoint meetings, communications plans and influencing skills• User acceptance testing, process, and training as a subject matter expert• Build and nurture relationships with stakeholders up to senior director level• Managing project teams, both external and internal customers and vendors

Utilising project management standards and methodologies, I owned, drove and was responsible for the implementation of Automatic Supplies Replenishment throughout Europe.• 100,000 devices, across 16 countries, added to the programme (92% of compliant devices)• $2.6 million in cost savings by July 2015• Delivered within budget and on time• Communication with multiple stakeholders, up to senior management level, to capture requirements and to continually update project status and policy definition• Influencing skills with Country Sales Directors to obtain agreement for programme• Managed pilot phases with associated scheduling and analytics

• Full ownership of team management and direction in managers’ absence• Hyper growth environment - highly dynamic and challenging environment, involving multiple individual escalation and process-rooted faults across XE• Escalation point for the Operations Team to bring to resolution issues of deeper complexity received, both internal and external, regarding GCC Operations, Service Desk and Deployment• Constant engagement in Break-Fix, Supplies and Billing processes  Identifying process gaps/inefficiencies and improvement possibilities• Maintain communication on an XE-wide basis, across all layers of management• Work with multiple internal teams to continually evolve the delivery options, tools, and service to ensure the best customer service and cost efficiency for Xerox

Managing a team of 18 people to ensure that all Service Management Processes are adhered to and driven forward.Ensure correct policies and procedures are followed including escalation paths aligned to ITIL.Coordinate the day-today execution of the Incident / Change / SIP / RCA processes.Drive all severity tickets to resolution within SLA as determined by the accountsProvide trend analysis on severity tickets when required and ensure appropriate actions are taken

Managing a team of 14 people to deliver an exceptional sales and customer service experienceTarget driven environment where maximising sales through cross / up selling is requiredProvide training for new and existing members of staff through guidance, advice and by setting an exampleMaintain stock levels by ordering from suppliers to ensure availability.Having great attention to detail to ensure that pricing is correct, identifying top sellers and remerchandising to generate sales

Develop a Work-Integrated-Learning strategy to be implemented across all Faculties within the UniversityAnalyse current course content against the requirements of industry for graduates to ensure they are best placed to be recruitedAnalyse student satisfaction with courses to locate possible improvements to increase enrolment Develop an industry contact database to be used for future work experience placements of studentsAdvise the Faculty on necessary changes to courses in order that they will grow and continue to receive required funding from the University and Government.Adhere to strict policies for the implementation of course amendmentsRedesign the structure of the Program Advisory Committee to ensure that relevant industry contacts are included

Provide a world class Support Service to the Field Sales Organisation – Account Managers, Reps & Sales Management in a defined territory. Help the Field Sales Organisation be more productive and successful on an individual and territory basis.Attend and host Business reviews, training, communication forums within RegionProvide In-Region Sales Support Specialists with appropriate tools, programs and supportParticipate in Policy reviews, articulate Regional requirements, implement and educate Field Sales on “how to do Business within VERITAS”Sales Support Help Desk & Escalation point (Deal, program, process and application support) Represent Regional Large Deal status / Forecast to SS Management & interested parties e.g. Operations