Paola Perez Email & Phone Number

London, England, United Kingdom

Sydney, Australia

Sole PM leading multiple projects and optimising process efficiency. Actively involved in Pitching and Onboarding procedures. Aligning company processes to business objectives.Creating and updating documentation of process overviews and process flows. Project examples: IT Relocation of an Australian Federal Agency with more than 100 employees with 0 impact.Full Environment Transformation Project including network, end user device refresh, Office 365, Azure and Intranet for eight sites for a non-profit organisation.

London, United Kingdom

Highlights:Migrating 100% acquired companies to macmillaneducation.com building Macmillan Education mindset.Optimising Communication strategy between countries and departments.Completing domain migration of 45 countries with a 100% response rate success.Creating Visio report templates that were introduced to other departments.Main tasks: Migrating email domain in 45 countriesAnalysing business needs, assessing systems impact, and changing processes accordingly. Collecting and analysing user data across different departments in each countryCreating risk strategyMeeting project milestones, objectives and deliverables within agreed timeframes and budgetsScheduling migrations based on business impact analysisCoordinating Project communications to all stakeholders (cascade communications when needed)Delivering Stakeholder presentations

London, United Kingdom

Highlights:IImplementing Follow-the-Sun structure in four sites decreasing night shift costs to 0.Mentoring two Site Managers to synchronise sites and standardise 75% of procedures.Decreasing 25% Average Handling Time by optimising processes and changing mindset: tools need to be adapted to our services, not vice versa.Main tasks:Conducting research, surveys and interviews to gain understanding of the businessCreating and implementing management procedures across sitesLeading collapsing structure project across sitesManaging two managers to lead their teams and reach team KPIs Reporting on management performance against targetsDriving mind-set and performance changeWorking closely with global Business Units: Maritime, Aviation, USGOV, Enterprise, and G2

London, United Kingdom

Highlights:Leading projects in 11 countries and managing 24/7 customer service team with 20 advisors to support more than 40 Data Centres and multiple customers such as Amazon and Google.Implementing a Customer Portal to reduce response time to 0 in many services.Decreasing handling time by reducing the complexity of all top procedures.Main tasks:Aligning strategies of 11 countries to meet SLAsManaging a cross-functional team of 20 membersLeading international projects: CRM, Cloud, Salesforce, Meters replacement, Customer Portal platforms, etc. Liaising with different departments of all countries: Implementation, Sales, Operations ...Coordinating implementation of new products: Cloud, Portal Inventory..Implementing and standardising international and local proceduresDealing with incidents and major escalationsReporting to Director and Operations Vice PresidentRecruiting

Berkshire

Highlights:Leading projects in 11 countries and managing 24/7 customer service team with 20 advisors to support more than 40 Data Centres and multiple customers such as Amazon and Google.Designing and implementing new processes to improve service delivery and client relationships.Implementing a Customer Portal to reduce response time to 0 in many services.Decreasing handling time by reducing the complexity of all top procedures.Main tasks:Managing a cross-functional team of 15 members monitoring KPIs and analysing trendsTracking actual activities against the detailed project plansLeading SAP projectsKPI & Root Cause Analysis reportingCoaching and mentoring team members and giving constructive feedbacks at 1:1 sessionsCreating Personal Development Plans according to KPIs actuals and goalsTaking corrective actions on individuals to increase quality and productivityActively involved in recruitmentLiaising different departments: Quality, Traffic and Operations Conducting annual People Reviews Anticipating, initiating and resolving project management issues

Berlin

Highlights:Increasing Apple Customer Satisfaction from 81% to 96% in B2C service.Introducing KPI system and trainings while growing from 33 to 200 advisors.Automating Root Cause Dissatisfaction Analysis reports in Excel for 200 advisors.Main tasks:Account Management: Developing excellent relationships with the client. Assisting customer’s needs on behalf of Apple.Developing Marketing strategies to ensure Apple’s customers satisfaction.Designing and executing action plans.Identifying customer’s dissatisfaction drivers through root cause analysis.Monitoring (KPIs) Key Performance Indicators in details through correlation and historical reports: AHT, CSAT, Aux Codes, Sales, etc. Delivering feedback in one to one sessions to monitor and improve team’s development.Implement training, roundtables and workshops to discuss top Issues.

Berlin Area, Germany

Highlights:Coaching, mentoring and training teams in English, German, Spanish and Italian.Performing quality calibrations increasing 25% of Customer Satisfaction.Developing quality strategies tailored to each client reaching 100% of KPIs.Main tasks:Leading workshops, training and roundtables to improve service and professionalism.Analysing and evaluating soft and technical skills to set up proper actions. Managing reports to analyse trends and historical development.Delivering feedback in one to one sessions to mentor members of the team.Quality department presentations to set up effective actions. Performance calibrations to set up quality standards. Action plans to achieve goals within deadlines.

Berlin Area, Germany

Managing Spanish team.Dealing with escalation cases.Mentoring new members of the team.

Berlin Area, Germany

Proofreader and CollaboratorDí si quiero con estilo (Say I do with style)Belleza, una cuestión de estilo (Beauty depends on your style) ISBN: 978-84-938725-3-3

Proofreader Asesoría en Vestuario, Moda y Complementos Fashion, Wardrobe and Accessories GuideBook for Fashion ProfessionalsISBN 13: 978-84- 96699-12-9Presented in 2009 in New York by Agatha Ruiz de la Prada.

International Business, International Business

Social Media And Marketing Diploma, Marketing

Prince2 Practitioner, Certification

Community Manager And Social Media

Bachelors Degree In Translation And Interpreting

Languages: Spanish, English, German and Italian