Ruth Atkinson Email and Phone Number

I define and manage the effective delivery of all Customer Contact technology change programmes. Including developing and managing a team of 11 IT system experts. Duties include:• Distribution and prioritisation of team workload to meet project deadlines.• Leading meetings with project stakeholders and delivery partners to review the scope, tasks, deliverables and timelines of multiple projects.• Compiling and presenting detailed technical reports and briefings to Customer Service leadership team.• Overseeing the business acceptance testing of all changes, including providing sign off to deliver into the live environment. • Managing the team change budget and 3rd party vendor costs, which included reviewing monthly reporting, attending service reviews and acting as an escalation and approval route for any incidents or changes.

I defined and managed the change portfolio for Customer Contact Channels. Including collaborating with Digital developers to create the Customer Contact routing strategy and change governance for the newly acquired digital channels. Duties included:• Coaching and developing an IT system expert• Creating presentations for senior leadership team• Driving customer uptake of newly acquired digital channels such as SMS and web chat• Collaborating with 3rd parties to drive down costs and increase productivity

I was responsible for the technical configuration of the telephony platform, its users and the way in which it routed calls to advisors. Main duties included:• Collecting business requirements for changes, identifying a solution, configuring the solution and testing the change before and after delivery• Creating excel reports to show the before and after results for every change• Administering users accounts to allow access to telephony systems• Working with 3rd parties to script and record audio to play within the telephony routing structure (IVR)• Provide first line support for all software used to route customer calls to agents.