January 2006 – July 2007
Overview
Leading business requirements, functional design and technical development of a significant CRM implementation aimed at replacing an existing out of support CRM implementation, utilising outsourced development and supply teams.
Key Achievements
Business Change Management
Implementing significant business & process change to the business including:
- Business process remodelling in preparation for CRM business processes & systems
- Implementation Partner Selection Committee Member
- Vendor & Offshore Development Management (Quinnox, SAP)
- Project Solutions Architect, incorporating full functional and non-functional system and process design
- New CRM Implementation
- Delivery of essential business process improvements.
Responsibilities
- Functional Implementation Project Leader
- Team Leader: 4 Business Analysts, 2 Developers
- Workstream project planning & management
- Offshore team liaison, including offshore site visits (Quinnox, SAP)
- Functional & Non-Functional requirements gathering
- Process modelling
- Business process re-engineering
- Key stakeholder liaison & reporting
Methodologies
- SAP ASAP
- Prince2
Software & Technologies
- SAP CRM 4.0 & SAP R/3 4.6c
- MS Office, MS Visio, MS Project, MS BizTalk
March 2002 – January 2006
Key Achievements
- Sales Distribution (SD) & CRM Business Consultant
- New client Business Process Design
- Direct Debit Batch & Interface Processing
- Business Process Automation
Responsibilities
- ‘Small Projects’ Project Manager
- Functional & non-functional requirements gathering & workshop facilitation
- Risk & Issue identification
- System interface requirements & functional specifications
- System & upgrade implementation support
- Business process & system mapping
- System configuration
- Test & GAP analysis
Methodologies
- SAP ASAP
Software & Technologies
- SAP CRM 2.0, SAP CRM 4.0 & SAP R/3 4.6c
- MS Office, MS Visio, MS Project, MS BizTalk
Indigo Lighthouse Group
SAP Implementation - Project Business Representative
June 2001 – March 2002
Key Achievements
- SAP CRM Implementation
- Enterprise-wide SAP implementation
Responsibilities
- Process modelling
- Test scripts & system testing
- Training materials & delivery
- End-user documentation
Methodologies
- SAP ASAP
Software & Technologies
- SAP CRM 2.0 & SAP R/3 4.6c
- MS Office, MS Visio
Indigo Lighthouse Group
CUSTOMER SERVICES CONTACT CENTRE MANAGER / TEAM LEADER
June 1999 – June 2001
Key Achievements
- Training Programme Development
- Business Process Improvement Programme
Responsibilities
- People management (up to 18 staff members)
- Performance development plans & appraisals
- Call centre agent recruitment
- Training development & delivery