Mark Shimmin Email & Phone Number

St Helens, Gb

Leeds, England, United Kingdom

Swindon

Transformation Programme

Warrington, United Kingdom

www.dbdinternational.com

Radbroke Hall / Northampton

All aspects of Portfolio, Programme or Project ManagementBusiness TransformationBusiness Case DevelopmentFinancial Governance including forecasting and reportingComplianceBusiness Continuity Consulting Services Risk ManagementInfrastructure Assessment & AnalysisSolutions Design & Validation Migration Planning & Deployment Recruitment - competency interviewing & Assessment Centres2017 Amazon Web Service -Technical Essentials2015 AGILE - Agile Analytics2015 APMG - Management of Risk (Foundation)2015 LEAN - Certificate of LEAN Competency (Knowledge & Practice)2015 AGILE - Certified Agile ScrumMaster2014 APMG - Management of Portfolios : Practitioner2013 APMG - Managing Successful Programmes: Practitioner2009 APMG - Prince2 Project Management: Practitioner2011 BCS - ITIL V3 Foundation2008 BSI - ISO9001 Quality Management Systems

Warrington

Business Improvement & Change Activity across multiple workstreams, Process Improvements, Telecoms & IT Infrastructure.Clients Included:British Gas, BT, Sky, Royal Mail, Dairycrest, Revlon & Kellogshttp://www.uk.cpm-int.com/

Preston Brook, Glasgow

Responsible the delivery of the following work streams to support the business:-Programme Management – Management of change programmes and projects upto £20million per year including Take To Market activity, IT Infrastructure & Applications, Facilities and Process Improvement streams.Change Management - Assessment of change impact, resource requirements and change approval. To maintain a proper balance between the need for change against the impact. Impact Assessment and monitoring of changes, updates to configuration.Project Office – Reporting holistic view of local and central change initiatives across all customer channels and providing an interface to assist in management of projects. Production of MI and analysis for dept heads and general managers. Project Assurance. Readiness Checks and updates to configuration.Business Continuity – production, testing and communication of business interruption plans and disaster recovery plans to ensure service during industrial action, loss of service, pandemic, foot & mouth, loss of building, telecom or IT failures. Business Excellence & Compliance – ensuring operation is fully compliant with all appropriate legislation (eg SOX, PCI, ISO9001, Data Security) and delivering business improvements through the Business Excellence programme to increase customer satisfaction and reduce customer churn. Internal Audit – auditing of internal performance, financial data , ensuring the completion of performance management activity and the adherence to HR processes. Includes sickness management, People Development.Asset & Resource Management – Effective space planning and cost effective management of site resources and infrastructure including desk utilization and site facilities improvements. Contact Evaluation Teams– delivering contact evaluations to effectively measure performance and give developmental feedback to enable the improvement of contact quality and support the Value Stream Improvement Activity.

Preston Brook

Responsible for the day to day management of all available resources to ensure delivery of dept targets. Leading and developing a management team to ensure consistent delivery of service to the customer and resolution of issues for the high value segment. Effective delegation of responsibilities, target setting and review of individual performance. The provision of clear direction and performance focus to the dept and to ensure problems are tackled quickly and impacts are minimized. To lead head of segment initiatives, drive productivity results and quality. Key Achievements:• Consistent achievement of PCA Service Level Targets through effective engagement of planning and real time management of incidents.• 3 point increase in departmental Customer Satisfaction Scores in successive quarters.• Implemented the Chordiant KIQ Real Time Recommendations system (internally known as Vision) to drive Sales through Service revenues, defining the logic and coordinating the design of the GUI.

Bury

Prepay Bury Call Centre 1200 Agents

Liverpool

To lead and motivate a team of Call Centre communicators to meet business objectives and targets. To effectively monitor and measure team performance providing feedback and coaching as appropriate. Identify and address training and personal development needs and communicate business issues to the team. Products sold : Car Insurance, Home Insurance, Commercial Vehicle and motorcycle insurance Reason for leaving : Made Redundant due to site closure.

North West

To ensure the achievement of agreed sales targets and provision of a high-class customer service, cost effective use of resources, effective development of staff and management of budget and incentives. Line Manager responsibility for 3 supervisors and 22 FTE. Products sold: Mobile Phones, Credit Card Products , Loans, Breakdown Cover, Motor & Home Insurance, Travel Insurance, Life Insurance & Pensions. Started as a Trainee Manager. Reason for leaving : Made Redundant due to purchase by Centrica.

Liverpool, United Kingdom