Lesley Small Cf Apmp, Mapm Email & Phone Number

Dundee, Dundee City, United Kingdom

• Established the SSSC's programme management office, developing and implementing mature, embedded project and programme governance, processes and controls.
• Developed and implemented the SSSC's project methodology, coaching and training project teams to deliver complex projects, programmes and portfolios that are aligned to the organisational strategy and deliver real.
• 2022 APM finalist in the Contribution to Project Management (not for… Show more
• 2022 APM finalist in the Contribution to Project Management (not for profit) Award. Show less

• Created and implemented global bid management processes based on APMP best practice with 87%-win rate
• Developed global project management processes, creating efficiencies across the business, inspiring and mentoring team-members to deliver best practice across all client projects and increasing team capacity by 13%.
• Creation and project management of virtual offerings in response to COVID-19, from concept to market in 3 weeks
• Delivery and implementation of key… Show more
• Delivery and implementation of key client projects, programmes, and activities
• Training, onboarding, and mentoring of team members Show less

Dundee, United Kingdom

• Management of Insights largest client project, delivering $9million in revenue across 2 years and improving communication skills within the client’s leadership population by 35% and coaching/feedback by 43%
• Motivated and led cross-functional teams to deliver multiple client projects to time, cost, and quality expectations
• Consistently enabled account teams to develop key strategic accounts to meet key KPIs and drive maxim value and adding nearly $3 million in revenue to one account

• Launched Tesco’s online clothing proposition from Customer Service Centre perspective, exceeding targets and delivering project 4 weeks early
• Delivery of F&F store knowledgebase to 300+stores, reducing customer contact by 16% year on year

Dundee, United Kingdom

• Responsible for leading cross-functional global team to deliver a new, upgraded SharePoint based knowledgebase for 3000 global users across 3 contact centres who serve over 18 million customers a year. On-going.
• Successful delivery of upgraded knowledgebase to over 1000… Show more Responsible for leading cross-functional global team to deliver a new, upgraded SharePoint based knowledgebase for 3000 global users across 3.
• Successful delivery of upgraded knowledgebase to over 1000 users with improved navigation, speed and ease of use and migration of over 40,000 pieces of content
• Cross-site management of 6 colleagues – setting individual objectives, holding 121s and developing personal development plans in line with development needs and managing workloads and issues
• Worked with stakeholders across all levels of business to understand needs and barriers and develop innovative, elegant solutions to streamline efficiencies and support all colleagues to deliver excellent customer.
• Networked across sites and functions to create IT processes, identify and resolve issues and create relationships to help influence the overall future of the knowledgebase Show less

Dundee, United Kingdom

• Responsible for the implementation and administration of an ATG knowledge management application.
• Developed process for reviewing current internal and external communication, identifying simpler and more effective controls.
• Designed and implemented communication framework and operating model.
• Facilitating periodic project management operational / implementation meetings.
• Managing third party vendors and stakeholders during development and implementation.
• Provided… Show more Responsible for the implementation and administration of an ATG knowledge management application.

• Systematically evaluated contacts to the centre, providing feedback to agents and team leaders ensuring the business fulfilled its purpose and delivers a world class service
• Produced periodic analytical reports presenting clear and accurate findings to stakeholders and leadership
• Monitored Financial targets, ensuring any debits made by agents were correct and reported investigations to Leadership and stake holders to maximise opportunities to recover revenue
• Supported the… Show more
• Supported the introduction of operational development projects including Home working and Voice Analytics through, analytical reporting, creating Leadership presentations and attending vendor meetings
• Assisted with the continued development and improvement of quality routines within the Quality Assurance department Show less

Delivered excellent service whilst dealing with customer queries, complaints and escalations via email and call, and across business areas.

Ayr

• Responsible for all levels of the branch including training, recruitment, budgeting and finance and merchandising. Key Achievements:
• Turned around red performing shop by implementing new processes, training, product ranges and merchandising
• Managed temporary shop at festival with 10 volunteer staff, taking over £100,000 in 5 days

Master Of Arts - Ma, Classical And Ancient Studies, Distinction

Master Of Arts (M.A.), English Literature, 2:1