Senior Project ManagerExtensive experience in ICT DeploymentNV2 Security ClearancePrograms of work-Department of Defence- (current)Department of Human Services - Transformation

A core part of my role as a Business Analyst is to bridge the gap between IT and our clients, by identifying and calling out any relevant concerns, via workshop facilitation, and ongoing client liaison, to ensure a seamless implementation. I work with clients to define and document their functional and non-functional business requirements, for the implementation of Contact Centre systems, including document writing, training needs analysis, and identifying data collection needs.I am well versed in quality control, including working with test teams to set up and review test cases, and have a diverse background across Contact Centre Operations.My experience is vast, working with Contact Centre's of varied size, from small centres, right through to large Government projects.

Project Management implementing Cloud Based telephony systems for Contact Centre clients, including analysing business and system needs and reporting requirements. My involvement with projects has been from the beginning to the end of projects with key deliverables being requirements documentation, test scripts, implementation plans and Go Live Support.Facilitating training for clients and their agents, at an Administration and Contact Centre Agent level, both Inbound and Outbound. Requirements gathering with clients pre Go Live through workshops, meetings, and current state analysis.Conducting workshops with clients to establish requirements as well as process improvements post implementation.Process Documentation including creating Visio process flows, Call Flows and Scripting.Solid understanding of Contact Centre principles and challenges.Stakeholder Management and Customer Liaison.Business As Usual Customer Support through requirements clarification, issue management and ongoing customer interaction.Detailed understanding of Outbound campaigns including script writing, dialler settings and outbound campaign reporting.Consulting with clients on Compliance regulations.Key Systems Used:RapportCMSTeleworkerVisioJIRA

Project Management across multiple systems.Operational Support for Sales Support and Sales teams.Procurement of IT Assets and audit control for rates relating to mastheads.Communication liaison for Sales Support and Sales teams.Facilitate training.Provide system and technical support for all systems.Key System SkillsMedia Spectrum​Business Objects​Sales Portal​Facom​JD EdwardsEIS Maintenance​Optimaviewer​InfoPath​Imprint​CGSWINPipeline​Cyberad​Siebel​

Management of Workforce Management Team.Managing all operational requirements for the Contact Centre.Purchase and implementation of new software.Forecasting of FTE relating to the Contact Centre.IT liaison for all system implementations, changes and set ups.Complex reporting and reconciliation of operation reports.Key System SkillsBusiness Objects​Facom​EIS Maintenance​Optimaviewer​InfoPath​CGSWINCyberad​Siebel​Blue Pumpkin​Queue View​National Data Warehouse​Jira

Forecasting all inbound calls within contact centre.Preparation of rosters and planning with detailed reporting.Project Management to ensure related KPI’s achieved.Key System SkillsBusiness Objects​EIS Maintenance​​Microsoft AccessBlue Pumpkin​Queue Data View

Customer complaint resolution.Call Coaching.Management of staff to ensure all expectations of business are metRostering; Training; Mentoring; Counselling; Performance management.Key System SkillsSales Portal​Facom​JD EdwardsOptimaviewerCGSWINCyberad​Siebel​

JD Edwards system implementation.Siebel system Implementation.Data cleansing project (integration of all customers from card system to Siebel).