Rosie Walker Email and Phone Number

Key Projects and AchievementsFraud GDPR ProjectDelivered a critical process change that protected ASOS from potential GDPR breaches, averting up to 4% of global revenue loss in the event of non-compliance.• Collaborated with stakeholders to gather and document business requirements aligned with legal and business goals.• Produced detailed process flow diagrams of "as-is" and "to-be" states, providing clear visibility to key decision-makers.• Acted as the liaison between business and development teams, ensuring effective communication and alignment throughout the project.• Delivered the project under expedited timelines to mitigate the risk of GDPR violations.Transition from Gnatta to Nuance Agent DesktopPlayed a key role in the smooth transition to a new Live Chat system, improving customer experience by 6.4% and reducing average handling time by 6 minutes per contact.• Supported project manager and senior business analyst with system migration, identifying and mitigating risks pre-go-live.• Developed user manuals and training materials, ensuring seamless adoption of the new platform across all advisors.• Facilitated ongoing communication with stakeholders, effectively removing blockers to ensure timely project delivery.ACOS System EnhancementsLed continuous improvements to ACOS, the internal Customer Care system, by bridging process gaps and enhancing user functionality.• Conducted shadowing sessions with Customer Care advisors to identify pain points and system inefficiencies.• Led workshops with stakeholders, translating their feedback into actionable system improvements.• Created use cases, process flows, and a comprehensive backlog for technical teams, resulting in improved system usability and reduced processing times for advisors.

Implementation & Customer Care tool Management• Led technical and business changes throughout the project lifecycle, configuring and testing platforms like Gnatta the CRM tool in Customer Care and InMoment Customer Satisfaction surveys to boost tNPS scores.Testing & Quality Assurance • Conducted UAT, regression, and general testing for operational and customer-facing platforms, ensuring quality and timely rollout in collaboration with internal and external stakeholders.Agile Improvement Cycles• Reviewed and enhanced customer care platforms in bi-weekly sprints, driving continuous improvement and providing workload estimates to ensure efficient change delivery.Team Collaboration & Flexibility• Worked both independently and collaboratively, offering support where needed while prioritizing tasks for high-quality outcomes.

Leadership & Team Development• Led and coached a team of 10 advisors, setting clear goals, providing 1:1 development, and fostering decision-making confidence to enhance customer experience and business alignment.Performance Management• Utilized SMART objectives to drive performance, track progress, recognize achievements, and offer support to underperformers, ensuring continuous improvement and preparation for future roles.Communication & Stakeholder Engagement • Effectively communicated business updates across management levels and delivered confident, adaptable presentations, ensuring consistent alignment with company goals.