Claire Dubelbeis Email & Phone Number

Birchwood, England, United Kingdom

Supporting developers in building new features through agile methodology

Warrington, United Kingdom

• Achievements
• Delivered the core Customer Relationship Management (CRM) functionality to plan and with no major defects using Pega CPMC
• Including: Cisco telephony integration, customer search, caller verification and customer details
• Delivered a system which reduced agent effort by ensuring they have the relevant information at their fingertips, which provided an excellent customer experience
• Continued to manage small changes outside of a main project by utilising any spare resource when available. Ensuring all impacted BSS and OSS teams were aware of the changes, they were fully tested and supported post.
• Lead delivery of a new complaints workflow tool to replace a legacy tool. Ensured all requirements were captured and remained within scope. Supported development to ensure I had an early view of the new Product and I.

Warrington, United Kingdom

• Started work as Product Owner of the CRM before seconded, so many achievements span both timeframes.Achievements
• Asked to perform the Product Owner role for the new CRMResponsibilities
• Represent the voice of the agent by listening to and reviewing feedback directly from Contact Centre Agents
• Investigate potential process improvements and present back to the business my recommendations
• Gather feedback through Telepresence with agents, forums, call listening, visiting sites and data analysis

Warrington, United Kingdom

• Achievements
• Reviewed and mapped complaint processes, liaising with subject matter experts within to ensure accuracy. Played a key role in driving down OFCOM complaint volumes by 40% and improving the overall customer experience
• Led workshops across the team to define a process mapping best practice guide, gained sign off then rolled out across UK and Manila AnalystsResponsibilities
• Responding to process queries and content questions from the operation
• Keeping up-to-date with the latest process changes and communications from the business to ensure ability to be a knowledge expert in the business
• Creating & updating Visio maps and knowledge articles as required by the operation

Warrington, United Kingdom

• Managed a team of up to 15 Customer Service and Technical Support Complaint Managers, carrying out day to day performance management and team support tasks.Achievements
• Reduced costs to the business by reviewing current process for sending out routers for customer’s escalating into the CEO’s office and ensuring that new process was adhered to by reporting and monitoring costs after.

Irlam

Reviewed end to end Technical Support processes and implemented improvements working with Off Shore Partners and 3rd parties to ensure smooth delivery.

Warrington, United Kingdom

Managed a team of up to 15 Technical Support agents (both front line and second line support), also supported recruitment of new employees as the business expanded.

Liverpool, United Kingdom

Bsc, Computer Science And French

Activities and Societies: Canoe Club, OTCComputer Science with French

Education record