Implementation Manager for VOIP telephonyEmployed to set up a new Implementation team at Blueface and work directly with our biggest white label client to rebuild the trust and belief in the service we were offering. I wrote the procedure for project implementations, created a project tracker, and built a project plan template.I was tasked to implement the biggest customer account. The customer was a 200 site organisation. This meant running tandem implementations, liaising with managers on site, updating the customer’s head-office IT team, and being available to all users for implementation support. I presented weekly updates to the project team and tracked project success for the senior leadership team at Blueface. Key to my success was working closely with Operations to understand the steps required to get a customer from configuration to fully onboarded. The process I designed reduced the onboarding time for new customers from 10 to 3 working days. One of the key changes in the newly designed process was that the Implementation manager was more engaged with the customers throughout the process, reducing unnecessary queries and time lags and increasing efficiency.

Assistant Vice President, Implementation ManagerThis move afforded me several opportunities to take on additional projects. I was further promoted in June 2021 to take the lead on point of sale implementations. This required me to ensure that the team was Ops-ready for market launch, October 2021.I also worked closely with a large client as a consultant on an ongoing project to correct their Accounts Receivable issue by ensuring we had the correct entities and correct bank accounts boarded so the client can trace fund transfers received. This was a complex project that required in-depth knowledge of JPM’s as well as the client’s systems.

Implementation Manager for Merchant ServicesResponsibilities included Project managing Client on-boarding, having full knowledge of the onboarding process so I can clearly advise clients how to complete the requisites, reporting team metrics, updating procedures, managing SharePoint, pipeline projects like Omni Channel Payments, Third-Party vendor integration.Staying within EMEA Client Services, I moved into the Boarding Implementation Team as a project manager. This meant being responsible for client onboarding from the time of client engagement. My core duties were creating a project plan, hosting regular touchpoints with the client, coordinating global teams to assess what we required from the client, digesting and completing those requirements with the client, minimizing client interactions, and coordinating Operations and Solution Architect teams.

Merchant Support CoordinatorResponsible for triaging queries from either Relationship Managers or Clients.Daily activities would involve reconciling fund reports for clients, investigating client facing issues, triaging internal teams when required, and educating clients on our reporting suite.I have also worked on special projects to improve my knowledge of the business.This included GDPR security and loss prevention, continuously updating and creating new procedures for Merchant Support, and introducing a document to set out standards to improve the interaction between my team and the Relationship Managers.

Worked in a Credit Card Collections team for UK based Credit Card brands. Was the lead of process improvement and training new team members.

Collections team leaderManaged a team of collection specialists where I delivered 150% collection growth during a time where the team size was cut in half. This delivered 3x return to Arvato at a time when competition was high.

Before being made a senior, I was a collector within the team.

Managed the daybooks for the company.

Managed allocations for a portion of the bank accounts held by the company

Managed the initial processes involved in processing invoices raised against the government of Ireland

Data entry of invoices

Managed invoices raised against head office as too petty cash for all branches

Office and accounts manager