Mark Ramus Email & Phone Number

London, United Kingdom

London, United Kingdom

Tasked to lead on implementing corporate and departmental development plans to improve customer service and deliver business efficiencies relating to and through the development and administration of CRM, Telephony and Web technologies.• Development of online self service using dynamic e-forms, back office integrations, and line of business applications. Averaging 3,400 online transactions per month.• Delivering Contact Centre efficiencies through channel shift to automated services achieving 70% overall take up for enabled services.• Implementation and management of a new CRM System (Achieve Service) to replace the existing legacy system. Migration of all existing services, data, and back office integrations.• Implementation of a new web based self service portal to support channel shift.• Implementation and management of a Netcall Automated Switchboard system (IVR) enabling voice self service on 40,000+ in bound calls per month. • Development of telephony self service for Report It requests with CRM and back office integrations.• Implementation and management of a new Avaya ACD telephony system in the Contact Centre replacing a legacy Siemens Hi-Path system. • Management and refresh of the Councils corporate web site consisting of 4,000 pages, 230 contributors and receiving 152,000 visitors per month.• Management of the Councils Emergency out of hours service team. Tendering and outsourcing of the service delivering efficiency savings and service improvements.• Management and administration of all Contact Centre and Web ICT system including CRM, Telephony, Call Recording, Self Service and Web Content Management.• Management of 6 member of staff.

Development and expansion of the authority’s newly formed Contact Centre handling 600,000 calls per annum across multiple service areas.• Leading the incorporation of new services areas into the Contact Centre through call volume analysis, business process mapping & re-engineering (BPR), systems analysis, business case development and final implementation. • New service areas migrated include Highways, Waste, Public Protection, Building Control, Libraries, Switchboard, Planning and Family Information Service.• Management and administration of the Contact Centre’s CRM system (Comino) including call scripts, work flow, document management, and document scanning.• Implementation of CRM connectors into multiple back office and contractor systems (Symology, Uniform, Serco Street Smart) to improve efficiency.• Implementation and management of a Comino document management system (EDRM) supporting electronic and scanned documents across multiple services. • Management and administration of the Contact Centre’s ACD telephony system (Siemens Hi-Path) including skill based routing, auto attendant, and agent profile configuration.• Development and delivery of training programmes for front and back office staff.• Directly managing 1 member of staff.

Management of the Council’s Asset Management system responsible for maintenance, call logging, work allocation, and works ordering across Highways, Street Works, Grounds Maintenance and Waste.• Management and administration of the departments Asset Management System (Symology/Insight).• Implementation of mobile devices across street works increasing productivity and income generation.• Procurement of a new Grounds Maintenance system (Confirm) including requirements analysis, tendering, product selection, and initial implementation.• Providing statistics and analysis on department performance and adherence to locally agreed and central government performance targets.• Providing general IT support across the department.• Management of 2 members of staff.

Providing project management support.

Diploma, Management Studies, Distinction

Bachelor Of Science (Bs), Computing Science, 2.1

Btec National Diploma, Science, Distinction