BPM, PMO, CI, Automation, Consulting

I leveraged an opportunity to oversee the delivery of contractual compliance and knowledge management across vendor agreements supporting a next-generation technology group. Developed scope into the WBS. Analyzed processes and performance ensuring alignment with objectives. Delegated work packages and monitored performance. Led the execution of approved CRs. Gathered, analyzed, and interpreted performance data to align strategies and drive continuous improvement of service delivery. Held accountable for risk management and mitigation. Identified and remediated root-cause of issues and facilitated communication across cross-functional teams. ★ Championed the documentation of LOBs across EIR front-line and back office operations creating a comprehensive and user-friendly knowledge base. ★ Designed and implemented an effective reporting and operations structure for the KM project increasing views of articles by an average of 6,300 a week with an 75% user adoption rate.

I was contracted to oversee knowledge management for EIR PLC utilizing LSS & KM concepts. Defined scope into WBS. Measured performance against established metrics to monitor progress and project success. Compiled critical data to manage and mitigate risk. Oversaw quality assurance and the remediation of root-cause of issues. Performed stakeholder analysis and allocated tasks to teams. ★ Spearheaded the successful completion of a process mapping initiative across all lines of EIR business. ★ Conceptualized and implemented an agent scripting tool leading to a 10% - 20% reduction of AHT. ★ Launched an innovative evaluation and call recording system.

I was selected to provide strategic and comprehensive support through the execution of analytical and project-oriented initiatives supporting a contact centre’s operational objectives. Liaised with internal/external stakeholders to aide in the implementation of Six Sigma/Lean projects. Delivered support to process mapping, SIPOC creation, and the execution of continuous improvement inititiatives. Analyzed processes to identify improvement opportunities utilizing LSS principles. ★ Successfully completed a six-sigma green belt project leading to reduction of order-processing errors from 33% to 10%.

I was appointed to oversee communication with the Communications Regulator focused on the management of complaints received via the CEO and Press Offices. Liaised with cross-departmentally with legal and public relations departments to resolve complex issues and complaints.

I directed the day-to-day performance and delivery of a team managing escalation calls through the investigation and resolution of complaints within a dynamic provider of business process management and integrated professional support service solutions. ★ Authored and published a daily/weekly service-level report enabling the development and implementation of continuous improvement strategies. ★ Hand-selected to serve as the acting CEO/Comreg Escalation Manager.