• Led diverse projects, ensuring stakeholder engagement, on-budget delivery, including several D365 CRM & telephony system upgrade, SharePoint document management system with M36 governance, workflow automations, hybrid/remote working, business continuity, disaster recovery, cybersecurity enhancements and incidence response planning.• Managed a program of several competing projects throughout all project life cycles, creating comprehensive documentation, ensuring adequate prioritisation, resource allocation and risks mitigation.• Managed PMO operations, including overseeing director reports and effectively leading cross-functional teams across multiple projects.• Provided regular reporting, business cases and other strategic documentation to senior management, CEO and the Board of directors.• Collaborated with senior management and the board of directors to develop strategic, business, and operational plans. Ensuring an organisational business plan portfolio is developed to ensure deliverables are realistic and achievable • Extensive experience in outcome driven business improvement initiatives, process excellence and automation using multiple tools such as Microsoft Power App/Automate & Nintex Process Automation and robotics.• Increased business process management maturity from process concepts, to complete functional documentation then to measured/controlled, and finally to an optimised and automated continuous improvement processes.• Implemented company-wide ICT roadmaps & project governance strategies to align projects with established standards • Experienced in vendor management, negotiated contracts, and ensured deliverables meet project requirements.• Analysed project outcomes, identified areas for improvement, and applied lessons learned to future projects.• Assembled and led cross-functional teams, ensuring effective collaboration.• Change management expert, ensuring smooth transitions and user acceptance for new processes and technologies.

• Led CRM System Upgrade project in requirements gathering, scope and impact analysis.• Consulted with CRM development vendor on design and development.• Maintained project documentation including prioritised requirements, mapping wish lists and changes to standard process listing.• Provided project status updates on overall key deliverables to GMI and Steering Committee• Managed project risks and raised escalations when needed.• Contributed to Change Management Initiatives including training planning and delivery to staff.• Managed CRM testing program.

• Effective management of the day to day operations of the team.• Maintained a high level of performance to deliver effective and efficient complaints management and customer service.• Provided quality training and coaching to the team to align operational requirements and competencies• Acted as first point of escalation point, manage issues/complaints with customers and providers• Acting manager for several teams when required• Excellent writing skills with team correspondence checking for reports and documents.• Supported action plans and performance improvement plans where there is underperformance within the team.• Cross skill and upskill team members to deliver high quality case handling, and to manage more complex cases.• Participated in recruitment and training process where required.• Completion of the Leadership Training Program.

• Assessment, investigation and case management, ensuring objective, fair and reasonable outcomes are given.• Strong analytical problem solving and multitasking of large case portfolio.• Extensive use and knowledge of Microsoft Dynamics CRM for case, member and project management.• Effective management of written case escalations to high level referral to energy retailers and distributers.• Experienced in case discussions, presentations and conferences.• Maintain up-to-date energy industries specialist information and centralise knowledge base.

• Specialised in transforming clients into paperless solutions by optimizing digital Document Management Systems (DMS).• Proven success in presales activities, including delivering solution demonstrations and developing proposals.• Developed comprehensive DMS solutions, aligning with clients' business objectives.• Collaborated with clients and internal teams to streamline document workflows and enhance knowledge management processes.• Collaborated with development teams to customise and implement DMS solutions, meeting specific client requirements.• Leveraged MS SQL, SharePoint, and Dynamics database integrations, including designing relational • databases/tables and queries.• Contributed to web applications and touch screen solutions using JavaScript, XML, and HTML.• Conducted workshops, training sessions and provided continuous client support. • Cultivated strong client relationships in partnership with senior sales executives, fostering satisfaction and loyalty.

• Led a proactive monitoring team responsible for responding to nationwide alarm solutions and systems incidents.• Delivered consistent on-time performance by meeting deadlines and adapting design configurations to fulfill diverse customer requirements.• Led effective resource allocation across day, week, and month reports for service grade volumes, ensuring timely responses to all inbound and outbound activities.• Managed rapid escalations of unforeseen events, such as receiver outages, to guarantee prompt resolution and minimise service disruptions.• Championed the enhancement and creation of instructional procedures, ensuring frontline operators were well-informed about updated information.• Focused on fostering a culture of collaboration and performance excellence, aligning team targets to achieve operational success.