Hayley Schwarze Email & Phone Number

Liaise with business stakeholders to determine the changes they need to current SAP CRM functionality to reduce AHT and provide better customer service. SAP application development CRM/IS-URequirements gatheringBusiness stakeholder management (internal/external)Application supportChange champion for application deploymentQuote/triage for business change requestsE2E testing life cycle management and activities (TC development, SIT, UAT, PVT) Project managing… Show more Liaise with business stakeholders to determine the changes they need to current SAP CRM functionality to reduce AHT and provide better customer service. SAP application development CRM/IS-URequirements gatheringBusiness stakeholder management (internal/external)Application supportChange champion for application deploymentQuote/triage for business change requestsE2E testing life cycle management and activities (TC development, SIT, UAT, PVT) Project managing IT/Business projects.Incident and problem lifecycle management (ITIL)Utilisation of HPQC, HPSM, AVAYA, NMNSVisio process mappingSAP Solution Manager maintenanceLevel 2 help desk supportPost implementation supportWork instruction documentation for trainingNew functionality training and roll out (onshore and offshore users) Show less

2IC for a newly created team dedicated to the retention of Country Energy customers. Duties include--Daily reporting of sales and KPI figures-Coaching and development of team members-Conducting 1 on 1 team member meetings to discuss development plans and recognize good performance.-Call Quality assessment of outbound calls. -SME for the delivery of the SAP go live to the retention department. This includes, trouble shooting prior to raising helpdesk calls. 1 on 1… Show more 2IC for a newly created team dedicated to the retention of Country Energy customers. Duties include--Daily reporting of sales and KPI figures-Coaching and development of team members-Conducting 1 on 1 team member meetings to discuss development plans and recognize good performance.-Call Quality assessment of outbound calls. -SME for the delivery of the SAP go live to the retention department. This includes, trouble shooting prior to raising helpdesk calls. 1 on 1 training sessions with those consultants needing further understanding of SAP.-Dealing with escalation calls.-Building morale and keeping the team motivated. Show less