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Customer service oriented project leader
Celia Briggs
,
St. Ives, Cambridgeshire, United Kingdom
Experience
Other titles
Skills
I'm offering
An experienced customer service-oriented project leader with a track record of achievements within the IT industry. Goal driven with a reputation for innovative problem solving. A skilled communicator who builds effective 1-1 working relationships and also enjoys working as part of a team. Skills include:
- Delivery of online business change projects to meet challenging deadlines.
- Experienced team manager and coach.
- Creation of slick business processes, auditor of internal and external business processes, creation of project documentation.
- Specialist in delivery of customer reward and loyalty schemes.
- Implementer for customer satisfaction surveys, results analysis and remedies.
- Delivery of online business change projects to meet challenging deadlines.
- Experienced team manager and coach.
- Creation of slick business processes, auditor of internal and external business processes, creation of project documentation.
- Specialist in delivery of customer reward and loyalty schemes.
- Implementer for customer satisfaction surveys, results analysis and remedies.
Markets
United Kingdom
Language
English
Fluently
French
Good
Ready for
Available
My experience
2014 - ?
freelance
Freelance Business Change Manager
Various companies.
• Responsible for business process review for GDPR readiness project, scrutiny of customer-facing documents for regulation alignment, creation and maintenance of progress plan/checklist in line with ICO and REC guidelines, preparation of study to demonstrate implementation progress to date and recommended actions in preparation for next phase. (June 2019 to date)
• Career break - travel in Italy, France and Spain, focus on improving language and cultural skills. (March 2018-May 2019)
• Responsible for creation of statements of work and ensuring tasks are delivered on time and budget, checking and testing the smooth export of the English language course content, assets and interactions from an authoring system to a course platform, prioritising software development tasks, managing actions using Jira, creating progress reports for stakeholders. Manage production of marketing collateral and print process.
• Accountable for developing the project processes to score English language tests, create and manage the marking schedule, organise analysis and implementation of resulting test changes.
• Responsible for creating a range of stakeholder documents including project schedules, quality plans and statements of work.
• Career break - travel in Italy, France and Spain, focus on improving language and cultural skills. (March 2018-May 2019)
• Responsible for creation of statements of work and ensuring tasks are delivered on time and budget, checking and testing the smooth export of the English language course content, assets and interactions from an authoring system to a course platform, prioritising software development tasks, managing actions using Jira, creating progress reports for stakeholders. Manage production of marketing collateral and print process.
• Accountable for developing the project processes to score English language tests, create and manage the marking schedule, organise analysis and implementation of resulting test changes.
• Responsible for creating a range of stakeholder documents including project schedules, quality plans and statements of work.
Marketing, Jira, Budget, Software development, Print, GDpr, Test, Content, Implementation, Testing, Development, Software, Production, Manager, Processes
2008 - 2014
job
Business Change Manager
Cambridge English Language Assessment.
promoted to Business Change Leader
• Accountable as coach, mentor and support for a Business Change team, ensured that project management activity was effectively planned, resourced and delivered including risk analysis and process change. Responsible for budgets totaling £470,000.
• Business Change manager for technology projects including website using Tridion CMS. Facilitated requirements gathering, established user journeys and personas, stakeholder reporting, instigated external user forums to obtain customer insights, monitored content development plan and met deadlines leading to successful site launch.
• Programme Manager for channel incentives and rewards schemes including creation of support and benefits package and Annual Awards events which were recognized as outstanding at director level.
• Drove the Institute of Customer Services project which delivered large-scale "First Impressions" training to Network Services, Operations, Marketing and IS departments, launched annual internal and external (2700 customers) satisfaction surveys, analysed results and implemented remedies, designed the "Good Communications Guide".
• Delivered internal and external business process audits which standardised and improved policies.
• Preparation of software test cases, test strategy plans, results review, reporting and recommendations.
• Accountable as coach, mentor and support for a Business Change team, ensured that project management activity was effectively planned, resourced and delivered including risk analysis and process change. Responsible for budgets totaling £470,000.
• Business Change manager for technology projects including website using Tridion CMS. Facilitated requirements gathering, established user journeys and personas, stakeholder reporting, instigated external user forums to obtain customer insights, monitored content development plan and met deadlines leading to successful site launch.
• Programme Manager for channel incentives and rewards schemes including creation of support and benefits package and Annual Awards events which were recognized as outstanding at director level.
• Drove the Institute of Customer Services project which delivered large-scale "First Impressions" training to Network Services, Operations, Marketing and IS departments, launched annual internal and external (2700 customers) satisfaction surveys, analysed results and implemented remedies, designed the "Good Communications Guide".
• Delivered internal and external business process audits which standardised and improved policies.
• Preparation of software test cases, test strategy plans, results review, reporting and recommendations.
Website, Manager, Risk analysis, Guide, Development, Coach, Support, Surveys, Technology, Network, Marketing, Content, Test, Content Development, Management, Mentor, Training, Operations, CMS, Project Management
2008 - 2008
project
Competent Leader, Toastmasters International
unknown.
award from Toastmasters International.
International
2005 - 2008
freelance
Freelance Business Change Manager
Various companies.
Partner Manager Serco IT Solutions
• Assessment of resource and technology partnerships, designed processes to increase both business and operational effectiveness between the company and its partners.
• Partner management with leading technology vendor partners and technical resource partners resulting in streamlined and consolidated approach maximizing rewards/benefits.
Resourcing Manager TalentGrid Ltd
• IT Resourcing Manager for three companies delivered selection and placement of Senior IT and professional contract staff with their clients.
• Delivered consultancy to create and implement new quality processes to facilitate sales and marketing.
• Assessment of resource and technology partnerships, designed processes to increase both business and operational effectiveness between the company and its partners.
• Partner management with leading technology vendor partners and technical resource partners resulting in streamlined and consolidated approach maximizing rewards/benefits.
Resourcing Manager TalentGrid Ltd
• IT Resourcing Manager for three companies delivered selection and placement of Senior IT and professional contract staff with their clients.
• Delivered consultancy to create and implement new quality processes to facilitate sales and marketing.
Marketing, Management, Sales, Technology, It, Assessment, Manager, Processes
2001 - 2005
job
Partner Engagement Manager
Sun Microsystems.
• Increased the confidence, skills and ability of reseller sales teams by delivering sales training resulting in a growth in services attachment rate and an increased revenue stream for Sun and the reseller.
• Successfully managed the accounts of Sun's leading resellers, assisting in bid management and customer proposals so that they exceeded customer expectations. This increased their visibility and ensured they were a P&L margin rich business.
• Achieved an incremental revenue stream and increased business growth by recruiting appropriate partners into the Sun Client Solutions programme. Received Sun Stars Award for outstanding contribution.
• Successfully managed the accounts of Sun's leading resellers, assisting in bid management and customer proposals so that they exceeded customer expectations. This increased their visibility and ensured they were a P&L margin rich business.
• Achieved an incremental revenue stream and increased business growth by recruiting appropriate partners into the Sun Client Solutions programme. Received Sun Stars Award for outstanding contribution.
Training, Management, Sales, Growth, Bid management, Manager
1997 - 2001
job
Business Controller & Sales desk Manager
Sun Microsystems.
Appointed to set up and be accountable for a busy Salesdesk team of technical and business co-ordinators:
• Developed employees into a high performing team, turning the business around to delivering $12 million revenue annually.
• Analysed and developed processes which resulted in the team becoming far more business and cost aware which in turn resulted in increased revenue.
• Promoted the Salesdesk's capabilities and as a result the revenue grew from $2m to $12m annually. Achieved Sun Presidents Club Award.
• Developed employees into a high performing team, turning the business around to delivering $12 million revenue annually.
• Analysed and developed processes which resulted in the team becoming far more business and cost aware which in turn resulted in increased revenue.
• Promoted the Salesdesk's capabilities and as a result the revenue grew from $2m to $12m annually. Achieved Sun Presidents Club Award.
Sales, Performing, UP, Manager, Processes
1989 - 1997
job
Branch Administrator
Sun Microsystems.
Facilities management and day to day running of Sun Cambridge office including organization of events and seminars, delivered Communication Skills training around UK Received Gold Quality Award for delivery of this training. Managed administration team.
Administration, Training, Management, Office, Administrator
My education
1974
-
1976
Huntingdonshire College
not applicable, Business Studies
not applicable, Business Studies
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