Continuous Improvement Program Manager
To deliver a portfolio of projects to drive improvements and to manage a team of project consultants. - Took ownership of knowledge gathering for a new customer platform to create self-help articles for SHLs support site which resulted in positive customer feedback. - Successfully planned and managed the departmental transition to Office 365 and from server storage to a Cloud-based solution and met all deadlines whilst mitigating risks. - Spearheaded the Customer Relationship Management (CRM) User Acceptance Testing (UAT) for front office chat routing ensuring an error-free launch into the live environment. - Collaborated cross-functionally and supported with the creation of a new, appropriately skilled contact centre team leading to improved Customer Satisfaction (CSat) scores. - Used metrics to inform improvement initiatives to drive Chat Bot adoption, resulting in a 22% increase in Bot automation, 19% CSat increase and a 7% reduction in agent handover. - Led a team of project consultants, created a complete on-boarding suite, mentored, trained, monitored and enabled ownership development and improved performance. - Engaged with stakeholders, built and maintained trusting relationships which enabled positive influence whilst exceeding expectations.
