Ilaria Coser Email & Phone Number

Brighton, GB

London, England, United Kingdom

• Review and document end-to-end business process flows and journeys, 'as is' and 'to be', to identify process issues and produce recommendations on improvements (E2E Invoicing, Registrars and Sales processes, Compliance.
• Work with stakeholders and users to define workflows for new system / process implementations
• Design process and system requirements for new processes, especially from manual to automated solutions
• Project manage new system implementations, with a focus on liaising between IT and The Business
• Stakeholder relationship management

London, England, United Kingdom

• Process expert tasked with mapping, analysing and improving business processes as part of large transformation programmes including: Joiners-Movers-Leavers, Complaints, and Health Protection Operations
• Scope, define and improve processes by working with key stakeholders and operational leads. Facilitate workshops; interview staff and management; translate legislations, regulation and policy into business requirements
• Expert in process mapping 'as is' and 'to be', at all levels and using a wide range of formats
• Designing new workflow and process strategies to improve business performance, and monitoring / reviewing the efficiency of updated workflows
• Data modelling and data analysis

London, England Metropolitan Area

• Concurrently managed and delivered critical initiatives including: re-engineered Complaints process and increased first-contact resolution rates from 1.5% to over 50% in 3 months, including process / system design and.
• Relationship management of partners and suppliers to support change and transformation
• Driving change through project management of delivery lifecycle. Design, business analysis and problem-solving to improve servicing to customers
• Contributing to business solutions and driving multiple concurrent initiatives forward, representing Operations across the business to support delivery

Vietnam

• BPMN mapping and process improvement for inbound and outbound processes, gap analysis across different products and markets, prioritising process improvement opportunities, and obtaining agreement on implementation.
• SMEs co-ordination and management of cross functional project teams based in SE Asia
• Knowledge management, procedures library and training material

United Kingdom

• External consultant tasked with co-ordinating BPMN Process Mapping (As Is and To Be) of end-to-end processes for operational transformation, including targeted focus on standardisation of agents’ work manuals and.

Brighton, United Kingdom

• Led the overhaul of end-to-end HR processes, including functional gap analysis, business requirements, agreed CBAs with Finance and phased implementations with Snr Leaders
• Led workshops with 50+ internal and external stakeholders / experts for BPMN of ‘as is’ and ‘to be’ processes

Brighton, England, United Kingdom

• Project Management and Process Management
• Over 15 years of role as internal and external consultant on business transformation initiatives in multiple business areas and proprietary EMEA markets (including call centres, Travel, New Accounts, Credit, Finance.
• Managed large programmes of process improvement initiatives with ownership of project plans, communication strategies, change and relationship management at Executive levelBPMN: Process Mapping and Business Analysis
• Over 15 years’ experience of business analysis on end-to-end project delivery including: ‘as is’ and ‘to be’ process modelling, gap analysis, data analysis, CBAs, UATs and KPIs, post-implementation controls, all.
• Training, coaching and coordination of local experts to produce BPMN for key processes (including compliance, process automations, system conversions, end-to-end process improvement, call centre home working)
• Excellent presentation skills at all levels of the organisation

Brussels (Belgium)

• As part of work experience in American Express, worked in third-party AmEx venture in Belgium as a consultant
• Alpha Card was a Joint Venture between American Express and BNP Paribas. External consultant alongside COO on a large transformation programme to consolidate Ops for 3 separate brands (American Express, Visa.
• Led local process experts to produce ‘as is’ and ‘to be’ process models, and gap analysis to identify improvement opportunities
• Trained and coached internal resources in process improvement and project management skills

Miami, Florida, USA

Ma, History Of Design And Material Culture, (Distinction)

Cultural Anthropology, Cultural Theory, Sociology of Taste, Historical Research, Fashion Journalism, Material Culture, Semiotics

Ba Hons, History Of Design, Culture And Society, (First Class)

Activities and Societies: Set up archive of Dress History Teaching CollectionCultural Anthropology, Cultural Theory, Sociology of Taste.