Louise Oliver, Cmgr Mcmi Email & Phone Number

Huntingdon, England, United Kingdom

Huntingdon, England, United Kingdom

Huntingdon

Collaborating across the business, I have rolled out a number of IT, process and business change projects targeted to the IMDS alliance.Implemented IT, process and behavioural changes through the onset of the non-household retail market in 2016.Rolled out dependency management functionality into SAP to help coordinate and plan our work better.Realised process efficiency and improved customer experience through a new appointment making capability.I am now working with the Customer Experience Transformation Programme where I am the departmental Business Lead. With a large number of programmes and projects due to be rolled out in the next 18 months, on a complex roadmap, I am planning and coordinating the future capability alongside the PR19 business plan and white book with my stakeholders, maintaining close working relationships and providing challenge where appropriate.

Huntingdon

Accountable for the performance management, coaching and development of a team of 19 people. I reorganised this team to include two team leaders, to help manage the work and the people more effectively.Working with the IMDS alliance I managed our office area, including Health & Safety.Responsibility for the Customer Care functionality, assuring satisfied customers. Drive towards proactive management of jobs rather than react to customer chases and complaints. Responsibility for the Resolutions functionality: facilitate completion of work, resolve issues and provide support to our operational colleagues. This team provided performance insights through KPI data which was provided to board.

secondment into MeteringAccountable for the KPI and cost management functionality for the department. This was an opportunity for me to work in a more operational-focused business unit and gain commercial acumen. I built great working relationships with our contract partners, which continue today. I conducted regular planning meetings with the operational managers. I also managed expenditure profiles in SAP, and improved the reporting methods in this team.

Responsible for Capex revenue contribution (approx. £18M per annum across all Developer Services work streams) and a £100K OPEX budget. My fundamental role was to maximise cash flow and liaise with Treasury. It was this role where I transformed the billing and debt recovery performance significantly, in spite of the housing market downturn & financial crisis.During this period the VAT rate changed twice and so needed to project manage these. In addition I needed to assure a great customer service to developers and this was achieved through building and maintaining solid B2B relationships, and for our account-managed developers we also provided workable yet tougher credit agreements which were upheld.

Here I built on performance analysis by assisting the Developer Services Performance Manager in effective control of OPEX, and providing financial and performance support to the wider Developer Services Management Team. I also built up significant project experience either as an Expert User or Lead.

Mainly customer service roles, with one year working on SAP ALM Project within Information Services

Huntingdon

Test and fault find to component level:* Audio amplifiers* Tuners* CD Players

Harrogate, United Kingdom

Achieved BTEC OND in Engineering

Certificate In Management Studies, Btec Level 5

Btec Ond, Engineering