Seller 271565

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Seller 271565 Nottingham

Business Consultant/Project Manager who has first class technical expertise and analytical skills enabling him to successfully manage projects in 'live'' and demanding situations. Experienced in Banking, Contact Centre Service Provider Technology, B2B distribution, Large Scale Telecommunications infrastructure (IVR, IP, PBX and, ACD) Process Re-engineering, Change Management and the full project life cycle including project documentation as well as excellent technological knowledge and people skills. Experience of the full Bid process including RFI / RFQ and ITT documentation.

Rating:	Unrated (New)
Hourly Rate / Cost:
Available From:

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CV

Employment Market:	Banking & Finance, Consultancy, Information Technology, Telecommunications
Employment Type:	Permanent/Contract
Availability:	IMMEDIATE
Salary/Rate:	£31K - £40K/£31 - £40 per hour
Preferred Role:	Business Analyst / Project Manager
Current Skill Set:	Contact Centres, Chanage Management, Process Re-engineering, Project Life Cycle, Six Sigma Project Methodology, MS Project, MS Office
Preferred Location(s):	UK, Midlands, London
Position Sought:	looking for a Contract or Permanent role around issues requiring Change Management and Project Implementation, Process Re-engineering.
Current Work Permits:	Authorised to work in the EU
Education:	Pass Bachelors
Graduation Year:	1992
Driving Licence:	Yes

Nationality: British

Place of Birth: Nottingham

Willing to relocate: Yes

Professional Profile: I have the ability to grasp business issues and concepts quickly and to apply them to sophisticated systems. A highly committed professional with drive and determination to successfully deliver results in order to meet the goals and objectives of the organisation. A pro-active and responsive Business Consultant/Project Manager who has first class technical expertise and analytical skills enabling him to successfully manage projects in 'live'' and demanding situations. Experienced in Banking, Contact Centre Service Provider Technology, B2B distribution, Large Scale Telecommunications infrastructure (IVR, IP, PBX and, ACD) Process Re-engineering, Change Management and the full project life cycle including project documentation as well as excellent technological knowledge and people skills. Experience of the full Bid process including RFI / RFQ and ITT documentation. In addition, I can communicate effectively with people both in an external consultancy capacity as well as non technical people within any organisation, and a desire and willingness to understand business objectives and apply them to working practices within a technical environment.

Memberships: INSTITUTE OF ANALYST PROGRAMMERS (MIAP)

University Education: CERTIFICATE IN INFORMATION TECHNOLOGY

AWARDED UPPER SECOND

NOTTINGHAM TRENT UNIVERSITY

BACHELOR OF SCIENCE DEGREE

BANKING and FINANCE

AWARDED LOWER SECOND

NOTTINGHAM TRENT UNIVERSITY

Professional Training: PROJECT MANAGEMENT SKILLS

EXCEL ADVANCED USER TRAINING

SIX SIGMA PROCESS EXCELLENCE including DMAIC and DMADV

FINANCIAL PRODUCTS AND PROVIDERS

GENERAL BANKING PROCEDURES

FINANCIAL REGULATORY FRAMEWORK

VISA BACK OFFICE ADMINISTRATION

FDR (FDE) CREDIT CARD TRAINING

DATA PROTECTION ACT

Computer Literacy: Windows 95,97, ME, 2000 NT4 & XP, Interactive Voice Response, MS Project, Six Sigma, Project Methodology, MS, Access, MS Visio, MS Office, Visual Basic HTML, Outlook and MS Excel etc.

Excellent Professional and Personal References will be available upon Request

Selected Achievements, -

Project managed the first phase of a major implementation of telephone switch technology for all of Office Depot's UK and Eire contact centres. This included producing PID, FSD, Vendor selection, producing RFI and RFQ documentation and finally initiating and managing the complete 'Invitation To Tender process' through to the actual bid process including producing a comprehensive ITT document.

Under took a major feasibility study in order to produce a business benefits case for outsourcing key functions to a dedicated outsourcing agency against increasing Office Depot's own call centre capacity. The findings of this feasibility study were then presented by me to the Senior Directors of Office Depot International.

Part of the team of business analysts enrolled on a project to design the deliverables of the back office systems for the Egg credit cards using the FDE back office system. This involved designing the business processes for all incoming calls / queries, producing documentation to facilitate the lost and stolen card procedures, implement a dedicated helpdesk to provide effective problem resolution in a timely manner and to produce online training packages in order to provide training and support through the Egg intranet. I was also involved in a feasibility study in which we looked at driving down the costs drivers at FDE. This included the standard letters held by FDE and the costs involved in amending the macros, contingency planning in case of a re-branding and the charges made by FDE for using their system.

From concept through to implementation, part of the project team designing a new telephone system using interactive voice recognition technology (IVR) for Egg's contact centre. This was a multi-million pound project and took six months to implement. It involved collaborating with specialist staff internally and externally at all levels and resulted in the re-deployment of staff to other key functions. One of the main areas of concern in this major project was the style of communication with both customers and staff. This was a project in itself and involved the participation of both internal and external agencies in order to gather the best possible information in order to provide a seamless communication method for all involved.

From conception to final implementation, taking a lead in the design of a 'Call Type' monitoring system for Egg's contact centre using XTAQ's Nuqleus Information Realisation System. Providing end-to-end Activity Based Costing data allowing effective costing's per business unit and efficient resourcing of FTE.

Relevant Career Résumé, -

June 2002 - June 2003

Office Depot / Viking Direct

Business Consultant /

Project Manager

To introduce new and up and coming technologies in order to further enhance the processes and procedures within both Office Depot and Viking Direct Contact Centres in the UK and Ireland. This includes e-Workforce Technologies, online ordering systems, payment methods as well as Mainframe based ordering systems (AS400) and enhancing and implementing a new telephone system. To provide consultancy expertise in implementing new Contact Centres in the UK and Europe using leading edge e-commerce technologies in order to comply with the extremely high service levels that exist within this organisation.

· Define and implement new capabilities in technology, processes and procedures to support the organisations strategy.

· Work with various departmental teams across Europe to provide expertise to improve and enhance business capability, resourcing techniques, establishing and transferring best practice.

· Undertake investigative and analytical research as well as project initiation, including fully detailed and accurate business requirements documents PID and FSD to be presented to Stakeholders for review and approval.

· Define, investigate and produce detailed and accurate cost benefit analysis in support of all projects and initiatives within all Office Depot contact centres. Interviewing senior staff to gather necessary information.

· Define and produce detailed Management Information in order to allow business decisions to be made accurately utilising the best possible data.

· Identify and share learning throughout entire project lifecycle

· Design and implement Post Implementation Reviews in order to understand effectiveness of implemented projects/initiatives.

· Manage teams & co-ordinate projects both internally and externally.

· Project management and Change management

· Analysing business requirements in order to put forward new initiatives to enhance current procedures across products and business units.

· Design and carry out User Acceptance Testing on newly developed projects (manual scripting).

· Produce training material and deliver courses during project pilots and full project rollouts.

· Maximising business opportunities

July 1999 - November 2001

Prudential Egg

Business Analyst

Provide consultancy and support for Egg's Contact Centre. Defining and conducting feasibility and implementation strategies, investigating new technologies and processes in order to improve the operational efficiency of existing processes as well as project implementation all relevant to Egg's vision of e-commerce strategies. These include telephone systems; banking systems, credit card services, call monitoring and e-workforce management systems.

Nov 1986 - Nov 1997

The Co-operative Bank PLC

Senior Administrative Officer

To co-ordinate and centralise all incoming complex queries. Provide primary contact for local authorities and be responsible for bank transactions within money markets. Manage a team of eight staff

· Maintain records both on IT systems and manual ledgers

· Adhere to banking guidelines

· Analyse current banking procedures with a view to enhancing them throughout all banking areas.

· Develop and deliver IT training for both management and staff.