Develop and manage projects.o Develop schedules for exam projects.o Follow and manage projects to ensure that projects are kept on-track.o Lead the planning effort for multiple global clients with responsibility for development of project plans and tracking and reporting on key project milestones.o Manage multiple projects across multiple teams and different time zones to ensure continuity of project roll out.o Proactively troubleshoot issues / risks that potentially could impact exam development and follow-up on issues identified.o Anticipate issues and mitigate impact on test production and live date.o Manage assigned projects through each phase of the project life-cycle ensuring that projects are on-track.o Communicating status of exam projects to multiple stakeholder groups in different global time zones.

Create test requirement documents.o Create clear documentation capturing the test requirements for use across multiple teams and clients.o Lead Client calls to review and answer queries about the exam related document.o Focus on Client satisfaction and clear understanding of their exam requirements.o Provide specialist knowledge on the functionality of the test delivery platform(s) and how it relates to the test requirements document.o Make informed design decisions and propose recommendations to the clients.o Implement changes when required and insure that teams affected are informed.

Candidate care and Customer Serviceo In charge of booking candidates with testing accommodation.o Manage candidates complains.o On a daily basis, dealing with client service managers, international teams, district managers in order to provide the best service for the candidates keeping in mind the Prometric interests.o Answer customer phone calls are responded to in a polite, efficient and timely manner. This includes assisting the customers into their booking and scheduling issues and assuring that they will have all the information to have a stress free testing experience.o Trainer: train the new PMI agents to ensure that they are efficient and knowledgeable for that client.

Multi-function agent (underwriting, fraud prevention, customer service).o Underwriting: Reviewing applications to make risk based determination to approve or decline applicants.o Fraud Prevention and Charge-back Management: Data analysis of fraud alerts and actioning by contacting the customers and stopping the payments where needed. Responsible for contacting impacted customers and collate a file to assess and dispute their case with Visa or Mastercard. Responsible for arranging collection of funds due by customers. Issuing invoices and detailed balance sheets of transactions.o Team Support: Demonstrating the online payment systems to new staff members. I was also a key point of escalation for staff members for the resolution of complex queries relating to customer issues.o Customer Service: Answering customer phone calls and emails for both the English-speaking and French-speaking markets. This included researching and resolving payment processing issues and escalating either to senior management or to the technical support team, where appropriate. I ensured that customer queries were actioned so that all SLA targets were met.

o Up-selling, recovering and verifying orders from existing customers who had placed an order directly with National Pen or with a sales agent from an external company.o Establishing daily reports for the Marketing Department, highlighting issues with orders from an external company and recommending changes and service enhancements.