CRMpeople

CRMpeople.com

Presents

Resume 777.

Profile: I am a Management Consultant with over 4 ½ years experience, 3½ of which in the fields of e-Business and Customer Relationship Management. I am experienced in the deployment of CRM best practice and in the development of new business solutions incorporating Internet and other new technologies. I specialise in Business Solution Architecture – the definition and management of business requirements and business process change. I have managed client and consultant teams and launched several projects within large programmes. I have experience in a variety of sectors including, Aviation, Defence, Government, Energy, Banking & Chemicals.

Career History

Aug 1998 – Present Cap Gemini Ernst & Young Consulting (formerly Ernst & Young)

Key Projects & Roles:

Online Reservations System Build Project for US Corporate Aviation Company

This project began in the UK with the development of a portfolio of leading edge e-business solutions for the world’s largest Flight Support Operator and distribution network for business and commercial aviation services. Faye was then requested to join a small team from the UK to work in the US to develop an Internet site and an online reservations system that would cover 48 major commercial and general aviation airports in the U.S., Europe and Asia. The implementation affected the company’s 4,500 employees, who annually support more than 1.3 billion aircraft movements. Faye carried out several roles over the lifecycle of the project.

Business Analyst

Analysed competitor activity and the clients business

Contributed to the development of the business proposition, within a 5 week timescale

Business Architect

Carried out client interviews to assess requirements for reservations system

Carried out analysis of back end processes to define system requirements

Wrote user scenarios to communicate requirements to developers

Testing Manager

Set up the testing workstream

Managed team of 4 US staff

Scheduled & implemented testing, working closely with developers, the Solution Architect, Business Readiness & Training

Was key contributor to Steering Group and Management meetings

Ran sessions with stakeholders to solicit feedback on system and update on progress

Programme Manager

Management of Programme Plan

Progress Reporting to Steering Group

Issue & Risk Management & Change Control

Major Utility Call Centre - Siebel Implementation

This was a major Siebel implementation, affecting approximately 2000 users, spread across 3 locations. The objective of the implementation was to merge both gas and electricity information, covering all aspects of the business from billing to complaint data, from 2 main systems & multiple stand alone databases into the one front end system, in a format which would maximise call centre agent performance in sales & service. Two roles were undertaken on this project.

CRM Subject Matter Expert

Assessed call centre for process improvement opportunities to be achieved using Siebel

Ensured that CRM principles were adhered to in the design of their customised Siebel system

Siebel Business Requirements Team Manager

Launched Siebel Business Requirements workstream

Managed & coached inexperienced client team of 6

Managed requirements gathering & communication and associated issues

Ran training sessions for client Programme team in: process mapping; requirements management; effective meetings, presentation skills & facilitation.

Implementation of electronic collaborative working environments for Government Department and its Trading Partners
This project saw the implementation of Microsoft Shared Point Portal Server in teams spread across this large and complex government department. The aim of the implementation was to improve efficiency and communication through collaborative working across the department & with its trading partners. Internal processes were analysed to ensure that the tool delivered maximum benefit.

Implementation Consultant

Finalise the sale of the collaboration environment to specific teams

Elicit and manage requirements for the environment

Map existing processes onto the software and assist in improving processes where necessary

Manage legal and security process for set up of the environment

Personal Details

Date of Birth: 9^th January 1976

Nationality: British

Sex: Female

Languages Spoken: Dutch (fluent), French (fluent), Spanish (fluent)

Education

1994 - 1998 B.A. Hons French, Spanish & Dutch, 1^st Class

University of Hull, UK

1992 – 1994 A’level French (A)

A’level Maths (B)

A’level Spanish (A)

Presdales School, Ware, Herts (Head Girl 1993 – 1994)

1987 – 1992 GCSE : French (A); Maths (A); Spanish (A); Biology (A); Chemistry (A); Physics (A); Religious Studies (A); English Literature (A); English Language (B)

Presdales School, Ware, Herts

Other Qualifications

June 1995 Certificat Pratique du francais commercial (Certificate of Business French)

CCIP – Chamber of Commerce & Industry, Paris (taken at University of Hull)

April 2002 Siebel 2000 Business Analyst Certified

Siebel UK

Key Skills & Competencies

Project & People Management	Relationship Management
Process Mapping	Advanced MS Word, PowerPoint, Project & Excel
Coaching	Intermediate Access & Visio
Presentation Skills	Working knowledge of Mercury Interactive testing tools (Test Director Winrunner)
Facilitation Skills	Knowledge of Microsoft Shared Point Portal Server & implementation issues

Hobbies & Interests

Travel, gym, roller-blading, golf, swimming, ski-ing, tennis, cookery.