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.
• 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 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 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.

Providing project management support.

Diploma, Management Studies, Distinction

Bachelor Of Science (Bs), Computing Science, 2.1

Btec National Diploma, Science, Distinction