Thomas Bartha

* Adopted an agile methodology, solving technical barriers and leading collaboration with cross-functional teams, which led to the creation of a Carbon Offset Program.

* Build automated reports (incl. Salesforce, Power BI & Excel) for senior managers and executives which has reduced 35% manual intervention across Shell Card.

* Document and present business requirements, converting technical information into Use Case and User Stories which has led to a 20% increase in project deliverables.

* Lead workshops and collaborate with stakeholders at multiple levels, capturing and negotiating requirements and fostering collaboration, increasing business cohesion. (JIRA, Confluence)

* Managed major project deliverables associated with our customer call centre, leading to a 25% reduction in manual intervention and increased streamline of customer resolution.

• Develop new improvements focused on enhancing customer experience. 15% reduction in customer case time.
• Conducted thorough reviews of operations to devise and deploy improvement strategies.
• Report metrics on customer feedback, customer service call logs, and interaction history, using data to understand customer experience. Resulted in 80% FCR achieved.
• Produced advanced, detailed and relevant reports to feed effective business decisions.
• Evaluated diverse organisational systems to identify workflow, communication and resource utilisation issues. Reduced work turnover by 20% and reduced system errors by 50%
• Compiled research data and gave professional presentations highlighting trends and recommended improvement initiatives.
• Collected, analysed, developed, documented, and communicated business strategy requirements and raised areas for improvement.

• Organized logistics for marketing and proposal strategy meetings.
• Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
• Boosted brand awareness with target customer demographics with social, print and email campaigns.
• Reviewed historical data and secure customer information to advise strategic campaign development.
• Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
• Tracked and reported on marketing campaign responses.
• Created professional business correspondence, spreadsheets and presentations.