Michael Connelly Email & Phone Number

I am a well rounded business analyst with years of experience working with customer experience and business improvement. My efforts have been recognised by SAP and I am a feature guest in videos about SAP Knoa UEM software. some of my other achievements are:Delivery of AGL webchat teams scaling from 0-80+ FTEDesign and Deployment of social media operations teamDeploying SAP KNOA to AGL for customer experience trackingDesign and deployment of SaaS from on-prem to cloud architectureDeployed first digital collections channel and maintaining 90%+ CSAT while matching telephony collectionsBusiness analyst for knowledge management deployment as technical expertDelivered 60% reduction in support tickets by reengineering support processes and testing cyclesDelivered company first scaleable 2way SMS capabilityProject managed SAP proof of concepts (timelines and budget)Developing user stories for SSO integration through to deploymentDesigning customer experiences for both digital and voice channels optimising customer journeysVoice of the customer reporting and insights gatheringI enjoy working with business teams to connect them to technology. being able to help understand and unpack requirements to really help empower people to get what they need is a passion of mine. being able to help redefine customer experiences and user pain points is a huge personal drive.currently open to new ventures and opportunities

• 

  Tafe Sa

  Retail Management