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Project Manager and Customer Services Manager

Work Experience

Sales and Marketing experience in both small and large companies and public bodies
Delivery of lectures and tutorials covering the use of ICT for strategic management
Delivery of Enterprise and application specific integration solutions
The management of a Marketing and Customer Service department handling a commercial activities
The management of a Financial Services customer service call centre handling 3000 enquiries per day
The management of a central help desk dealing with business and computer issues for 200 sites
The management of a data processing and accounting department with 110 staff
The co-ordination and management of computer based projects with values ranging up to £5 million
Presentations and the preparation of screen based computer training and delivery methods
Database design and the application of software products ranging from PC to Mini and Mainframes

1994 to Present: UNIVERSITY OF WOLVERHAMPTON. Corporate Contact Management System Project Manager and Customer Services Manager.
Responsible for management of the Marketing and Customer Services Department and the evaluation, purchase and implementation of a central customer relationship management application to manage the Universities commercial sales and all on going contacts with the external world. The University boasts over 2500 staff and a commercial turnover of £70m. In addition to this role I head up the commercial software development team for the Office for External Development, providing bespoke software applications and consultancy on a commercial basis. This involves seeking potential clients and, following consultancy, negotiating and providing commercial solutions. Contracts range from under £2000 to over £100k and can involve full consultancy, including strategic recommendations for IT, and if applied, implementation and integration of solutions. Prior to my current post I was the Senior System Developer / Programmer and Visiting Lecturer for the Information Management Division of the Business School. As senior system developer I managed three developers and two researchers who were involved in analysing business needs and developing bespoke software applications for the Business School.


1987 to 1992: ASDA STORES Plc. Senior Project Co-ordinator. Responsible for the co-ordination of all computer or computer related projects for the Distribution, Finance, Payroll and Personnel Divisions. Prior to the creation of this post I held the following positions; Task Force Manager, System Implementation Manager, and Administration Services Manager.


1985 to 1986: St MICHAEL FINANCIAL SERVICES. Customer Services Manager. Responsible for 25 staff in the Customer Services and 10 staff in the Record Storage Departments during the start up of the Marks and Spencer Charge Card operation. The Customer Services Department handled on average some 3000 telephone calls on a daily basis from both customers and M&S staff.

1974 to 1985: BARCLAYCARD. Responsible for the Remittances and Central Services Department with 110 staff using OCR technology to process 40,000 postal payments on a daily basis. The department also supplied the accountancy needs for the regional centre managing 2 million credit card accounts and had the responsibility for a computer network with over 100 terminals.

Education

QUALIFICATIONS

1993 to 1994 NVQ level IV in Management
1986 to 1987 Certificate in Database Design and Management
1979 to 1981 Banking Diploma Subjects: Law, Accountancy, Finance of Foreign Trade, Economics
1977 to 1979 HNC in Business Studies
1976 to 1977 Institute of Bankers Exams Part I
1967 to 1968 Additional Level Mathematics
1966 to 1968 'A' Levels (equivalent) 5 passes grades: A, B, C, C, C
1966 to 1968 'O' Levels 7 subjects including English and Maths

Skills

Microsoft: Access (all versions), SQL Server (version 7)
In addition to the full range of Microsoft Office software running under Windows xx (including NT) I have specific knowledge of : Lotus, Select (for SSADM), Delrina Formflow, SalesLogix (Customer Relationship Management application)

Languages

French, Italian (both basic)

Other

I am a highly motivated and skilled senior manager with proven experience and success in the Education, Financial and Retail Sectors. I can communicate and be persuasive at Director level. On a part time basis I am the Managing Director of a small Limited company that has been offering business consultancy, system integration and Information Technology solutions to small and medium sized companies for over 5 years. My specific experience includes the management of the Marketing and Customer Services department for one of the top 5 Universities by size. I also have key account and marketing experience using the latest CRM techniques.
My project management experience covers projects applied to IBM mainframes, 3090 600J and 3090 200E, midrange machines, AS400, and PC's, WAN and LAN linked, e-commerce and related web developments and system integration.

Despite high business mileage in my career I hold a full clean driving licence.

I am mobile and married.

I am also on a part time basis the managing director of Business and Banking Solutions Ltd, a company specialising in business and IT consultancy, database design and development, web and e-commerce integration. My role incorporates the whole company management from marketing right through to customer support.

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