Reporting to Digital Strategy and Planning Managero Delivered 5 blueprint Customers End to End Service Journey analysis to identify new simplification opportunities.o Identified one additional Service Journey digitalisation opportunity with highest customer and business benefits e.g. 95% of network FTE capacity reassigned to other tasks.o Supported on another 7 Deep Dive End to End Analysis of Customer Service Journeys and Business Processes for small change optimisations.o Supported simplification solution ideation and development and estimated Customers and Business optimisations benefits impacts for each Service Journey. o Developed recommendations for Business SLA and Operating Targets within a continuous improvement perspective.o Management of key stakeholders and governance forums, project delivery and change management. o Creation and rationalisation of first Every Day Banking Customer and Service journeys matrix to provide line of sight of existing processes and volumes.

o Analysed Accessibility levels and requirements of Customer Facing digital platforms in order to prepare for European Accessibility Act. o Developed of project plan to address Accessibility Standard Challenges; Supported Agile Teams to develop solutions.

Delivery of projects across the end-to-end project lifecycle, from business case development to project and execution and close-out.Customer Centric Optimisation of current processes, structured problem solving, business analysis, analytics, innovative design thinking and lean process improvement.Management variety of internal and external stakeholders to drive business long terms business improvements.

 Coached & Supported Customer Experience Leaders to drive improvements in Customer Facing Services through Lean Methodologies & Operational ‘Manage Daily Improvement’ boards. Served as Voice of the Customer in all projects and initiatives. Specialized in Customer Satisfaction, Order Management, Order to Cash, RMA, Credits notes, Revenue Attainment, Logistics, Auditing, Supply Chain, Trading hubs. Developed & Implemented Customer Experience Functional & Operational Standards: Policies, Standard works, Process Workflows, Work Instructions, Quality documentations, Internal/External audits. Led and supported Cross-Functional and Transformational Projects, Change Implementations, Centre of Excellence. Collaborative, Cross-functional Stakeholder Management at all levels of organisation. Delivered Systems Subject Matter Expertise: Oracle ERP, ZenDesk Siebel CRM: Training, Technical & Remedy support, Consultancy, escalations. Trained teams and leaders on Lean Methodologies. Data Analysis in support of Customer Experience operations and improvement initiatives.ACHIEVEMENTS:✅ Working with the VP of Engineering and the IT Director, reduced errors on a specific transaction from a 50% incidence rate to 0%.✅ Led a rapid improvement event which enabled the delivery of parts anywhere in the world within 48 hours.✅ Increased a warehouse’s on-time delivery within two months, and left them with a blueprint for future development to ensure the delivery metrics would continue to sustainably improve.» FOR FURTHER ACHIEVEMENTS IN ALL ROLES, PLEASE REQUEST A COPY OF MY CV «

 Delivered above operational and quality KPIs and SLAs including Customer Satisfaction objectives. Continuously improved on achieved targets. Managed a team of 10 Customer Representatives and 176 Distribution & 250 Direct customer accounts across EMEA, worth in excess of 5M pa. Build long-lasting trustful relations with Customers and maintained high standard of customer service. Daily operational collaboration with cross-operational departments. Specialized in Customer Satisfaction, Order Management, Order to Cash, RMA, Credits notes, Supply chain, Revenue Attainment, Logistics, Auditing. Oversaw a high volume of internal and external contacts: emails, ZenDesk tickets, phone calls, letters. Served as Subject matter Expert, Technical support, Customers’ Complaints and Escalation point. Coached and mentored team, performance improvement and nurture professional development. Acted as EMEA and Middle East Order Management Leader in 2016 – 3 teams of 25 Customer representatives, worth in excess of 25M pa  Workforce Management.ACHIEVEMENTS:✅ Achieved all customer satisfaction and revenue attainment KPIs using Managing for Daily Improvement (MDI) and Lean methodologies.✅ Delivered savings equivalent to €90k annually and reduced customer turnaround time from 21 days to just seven.✅ Accomplished a 95% quality score within two months

EMEA Product Technical Support – Distribution Network and Service.

Project Work - ContractSTAR ALLIANCE GmbH Frankfurt, GermanyConsultant – Beta tester (Contract)• Testing of Star Alliance Fares pricing• Creating and Executing of all test cases• Analysis of the root-cause of discrepancies• Logging issues to respective providers• Maintenance of an issue log and follow up• Weekly report on testing cases, issue log and progresses

Customer care in French and English Advice, claims and sales of 5 Star suites, hotels rooms and servicesTelephone and emails

 Managed team of 35 customer facing representatives and 2 assistance Team leaders Oversaw a large volume of calls approx. 400 per day. Maximised 98% Answer Rate and 350s Average Handling Time. Maintained high level of Customer Satisfaction & Quality throughout Delivered call quality monitoring and coaching Performed Customer Service representatives reviews every 3 months. Managed Help desk calls in excess of 70 per day, and served as expert in  Specialising in Frequent Flyer Service support, Fares Changes and Complex routings Workforce management & Training.