Caroline Voigts
Selbstständig, Snr Business Analyst, Liberty Global
City of London, Vereinigtes Königreich
Werdegang
Berufserfahrung von Caroline Voigts
Bis heute 7 Jahre und 8 Monate, seit Nov. 2016
Snr Business Analyst
Liberty Global
Senior Business Analyst - focus on discovery phase of Liberty Global's pan-European Customer Contact Centre transformation programme across their 13 Euopean OpCos - standardising the telephony platform, WFM, Quality and Speech Analytics solution
1 Jahr und 3 Monate, Aug. 2015 - Okt. 2016
Lead Business Analyst
AIG
Lead Business Analyst for the implementation of a new Contact Centre. Define the contact centre business and service delivery management processes. Working with internal & external technical teams to implement the applications for the Contact Centre (IVR, CTI, CRM, Policy Administration and Complaints Management System). Product owner for the CRM (Salesforce) development for sales and services. Conduct and support process, application and product training for the contact centre staff.
1 Jahr, Juli 2014 - Juni 2015
Snr Business Analyst
Elexon
Lead Business Analyst for procurement of outsourced services for ELEXON. Eliciting, validating & documenting the requirements for the delivery of business process management, and managed services for the system environment, including application maintenance & development. Working closely with the procurement team to develop the pricing model & provide input to tender document; working closely with the transformation team to ensure that the transformation roadmap addresses current and future business needs.
3 Jahre und 10 Monate, Juni 2009 - März 2013
Senior Business Analyst
GTS Group / Lufthansa
- Designed 5 year ICT strategy, supporting Business objectives and position the company to meet the changing customer service industry demands - Co-ordinating the implementation of contact center system solutions, ensuring these are aligned with the ICT strategy, deliver a return on investment and meet business requirements
Ausbildung von Caroline Voigts
2 Jahre, Jan. 1999 - Dez. 2000
Accounting and Finance
ACCA - UK London
Correspondence study -
2 Jahre, Juli 1992 - Juni 1994
Economics
Simon Fraser University
3 Jahre und 10 Monate, Feb. 1987 - Nov. 1990
Economics
University of Cape Town, South Africa
BA Econimics (Major in Economics and Social Science) completed in 1989; Honours in Economics completed in 1990
Sprachen
Englisch
Fließend
Deutsch
Fließend