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.

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.

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.
• 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.

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.

Liverpool, United Kingdom