Jacqueline M. Email & Phone Number

Accrington, Gb

Successful implementation of a new HR and Payroll system (People XD) across a 6.5k workforce. Continuous improvement of the HR system to ensure maximum benefits are realised post implementation. Responsible for providing high-quality project management, business analysis, business requirements and system requirements for organisational change, projects & enhancements.Functional and UAT testing and sign-off of system functionality. Integration of newly purchased schools including all finance, HR, H&S, training and Payroll functions moved to central teams.

• Responsible for the management of change within the Customer Service Department from inception through to hand over to operational teams• Documenting requirements and working with the IT department and third party suppliers to ensure requirements are fully understood. Using both Agile and Waterfall methodologies, as well as product owner role.• Championing the customer when managing changes to procedures or systems• Ownership of all customer service procedures• Change management within Customer Services• Implementation of various large projects, through the full project lifecycle including Salesforce, Financier, Numero Interactive.o Design, testing and implementation • Provide the link between I.T department and Customer Services for all system changes.• Provide support to all departments post go live• Development and design of performance reports including agent KPI’s • Data analysis• Supervision of all project work undertaken by team members

Management of Order & Enquiry Calls coming into the Call Centre• Responsible for the management & development of 7 Team Leaders and their respective teams• Working with Team Leaders to ensure Customer Agents receive regular feedback on performance and coaching where necessary. • Ensuring KPI’s are achieved• Developing Team Leaders’ skills, experience and confidence.• 4 weeks working with offshore Outsource Company to ensure they were adhering to business requirements on quality.

• Ensure that staffing was in line with predicted call volumes.• Reacting Daily and hourly to changes in the volume of calls offered.• Working with the Forecasting Department and the Training & Recruitment manager to plan training schedules.• Working with the Team Managers and Training Department to ensure that departmental standards were being maintained.• Responsible for management of in excess of 120 Customer Agents.• Worked with Team Leaders to ensure that appropriate action was taken to control levels of absences and also to ensure that correct disciplinary procedures were followed, in line with Company rules.• Daily management of Order Processing system ensuring all orders/payments and parcel collections were regularly transmitted to the mainframe.• Reporting of daily order volume figures for Directors.• Working with Systems Development when enhancements or modifications were required. This included being involved in design and planning of the system, liaising with the software programmers and testing the functionality of the changes before loading onto the live system.• Ensuring that system problems were resolved quickly with minimal impact on service levels.• Working with Third Party Clients to agree working procedures, scripts and service levels.• Working with Systems Development on changes to order system to accommodate Third Parties on current system.• Reporting of Order volumes and Call volumes to clients.