Penny Dean Email & Phone Number

London, England, United Kingdom

London Area, United Kingdom

Shaped the strategic backlog of communications architecture, bringing together several different technologies (Salesforce Marketing Cloud, Exstream and Messagepoint) and new orchestration into one customer comms framework. Collaborated with multiple delivery teams, business owners and product owners to define and design ambitious, future facing.

Owned and prioritised the Agile backlogs for architectural development of a strategic, modern CCM system in Azure, and the development of documents using Exstream. Owned and shaped the roadmap for development of the system and communications within it, gained stakeholder buy-in. Day to day management of two business based Exstream developers. Relationship.

Day to day management of a team of business based document developers. Agreeing processes between the business team and IT in developing HP Exstream documents. Participating in strategic project teams migrating documents from the previous outputs system to HP Exstream. Improving on existing IT document specifications, making these more comprehensive and.

Project and Change Management for projects local to the Individual Sales Centre. Undertook annual process review, updating processes as they change to ensure the department is compliant. AXA Clear champion for the Individual Sales Centre, tasked with creating clearer communications for our customers.

Managing teams of Personal Advisers in busy contact centres (servicing corporate clients and internationally based customers), ensuring calls were dealt with accurately. Managed the International Claims department, ensuring claims and email service levels were met, claims were dealt with accurately, promises were fulfilled within agreed timeframes. Duty.

Sorted and opened post, preparing customer documents for scanning onto a high-tech “workflow” system and assigning work to the correct users. Logging and distribution of all incoming recorded deliveries. Dispatching cheques to the customer with correct paperwork. Compiled and maintained a training manual and training new and existing staff. Collated and.