Ran a workstream which wrote a detailed customer proposal that laid out a blended approach of workshops and eLearning for the educating of 1400 CRM staff spread over multiple UK locations.  The proposal covered a complete new set of software systems, processes and behaviors. A deep understanding of the customer requirements needed to be gained through the extensive interviewing of the many stakeholders and their needs reflected in the documentation.

Analysed and documented the process and tool methodology for utilising a set of three configurators including the use of real world scenarios.

Distributed findings globally across >1200 staff.

Ran a workstream consisting of IBM, customer and Siebel Professional Services resources through the high level design period of a fast track, detailed and complex Siebel CRM project involving both legacy and new systems. Managed staff from several different providers to ensure that deliverables were achieved to plan, and the relevant stakeholders were managed accordingly.

Ran a large team of Siebel resources and initially managed a number of sub contracting organisations regarding scope definition and pre-build phase of a complex CRM integration project.

Advised the CRM process design team and customer in the ideals of CRM, how it can benefit the business and the advantages that it offers the organisation. Ran business requirements workshops to define the Siebel solution.

Developed an education program for the customers CRM Marketing, Tele Business, Telesales and Direct Sales Forces and then delivered multiple TTT & actual training courses. Detailed the customer requirements for the Siebel CRM design through workshops across multiple UK locations for implementation by the Siebel Team

Assisted with the development of a project to provide a single CRM portal entry for the customer’s internal staff and external suppliers through the use of Siebel.

Part of a Rapid Application Development team generating the world’s first five point integrated Siebel.COM application. Ran multiple customer workshops around the E-Shop aspect of the project.

Part of a small team designing the complete end to end CRM processes for a utility company. Jointly responsible for the Call Centres, Marketing and Sales workstreams, running face to face workshops with large numbers of the customer team on a daily basis, creating process links with each one of the workstreams. A high pressure environment drove the rapid design of processes which were then integrated into the Siebel application.

Created standard testing data for excel project testing, including the research of correct and accurate data types.

The consolidation of 12 EMEA countries into one Telesales / Telemarketing centre based in Ireland. Analysed all existing sales processes and country CRM implementations, documentated  the complete end to end CRM process. Managed the design and implementation of the education and training to 600+ new contact centre agents of multiple languages and skill sets.

Consolidated 12 EMEA countries into one Contact Centre based in Scotland. Designed, documented and managed process flows for all request types into the centre to to handle customer queries.