Work History

Work History
May 2013 - Jan 2015

Programme Manager/Customer Value Manager

LivePerson

In my position as Programme Manager/Customer Value Manager at LivePerson, I planned, managed, and drove the collaboration, coordination, execution, and optimization of multiple simultaneous Enterprise-level SAAS chat communication software clients.

I was a self-managing SME for project lifecycle including all phases of deployment including implementation, post operational management, and performance optimisation through ongoing data and technical analysis.

I consulted with support, and analytics teams to address and resolve product bugs and process inefficiencies.

I conducted comprehensive business reviews with clients to maximize program success and identify improvement opportunities through engagement, business logic, and design reviews.

I lead and brokered remote phone/web meetings to conduct status meetings, design scope, data analysis, new product presentations, post mortems, and escalations.

May 2011 - Apr 2013

Project Manager

Moxie Software

As project manager for the Professional Services (PS) team, I was responsible for the successful implementation or upgrade of our B2B CIM software products to our customers, acting as the public face of Moxie. As we were a small team, I ran anywhere up to 10 projects at one time, in various stages of the lifecycle. The projects ranged in value up to six-digits.

As well as the usual project management tasks - project plans, requirement documentation, budgets, issue tracking, liaising with the project team - I also provided best practice advice, trained users, fielded queries and product requests and managed the project workload for the Moxie PS team. I also liaised with our other teams in the US and India for project-related customer hosting and development work.

This role involved an intimate knowledge of our four major SAAS products - email, web chat, knowledge base and collaboration tool - as well as the ability to juggle between major blue chip clients.

Apr 2009 - May 2011

Project Manager

Fathom Business Solutions

I project manage the larger projects for Fathom. 

During my tenure, I have managed a variety of projects for a variety of clients with a variety of budgets - from small web sites to massive £200,000 backend applications. For these projects, I have had to devise budgets, timelines, work packages as well as manage small teams of developers, designers and HTML editors.Where needed I can lend a technical hand to ensure that the bridge between client and developer isn't that wide.Being a small team, I generally wear a number of hats in any one project - including business analyst, team leader, quality assurance check as well as project manager.When not running the larger projects, I also developed and currently run our SEO strategy for clients. This includes work to increase traffic and conversions, improve organic SERPs (search engine ranking), link building, keyword analysis and Adwords setup and maintenance. In my spare time, I also muck in with some HTML, copywriting and coding while trying to make sure we as a business are aware of events in the ever changing world of "online".

Apr 2007 - Jan 2009

Web Producer

The Economist

Main tasks include managing a number of high profile projects from an operations and production perspective as well as liaising between internal customers, external clients and third party providers. These products have included the ASME award-nominated Sponsored Debates proposition, the sponsored content micro-sites product as well as the online MBA Fair.The operations team is also assessing processes and trying to streamline a number of products and projects we work on, including the weekly publication of the Economist magazine online.Across these products I have completed a variety of important tasks and roles, including drawing up proposals and documentation to streamline and clarify processes; implementing a web analytics tracking solution and brainstorming ways to increase traffic; drafting project plans; creating project documentation; prioritising workloads, running meeting; sending out comms and working to tight deadlines across a number of depts and time zones.

Jan 2006 - Apr 2007

Web Producer - Publishing Operations

AOL UK

The Web Production team was responsible for member facing front-end code for the entire AOL.co.uk portal. Anything that was not covered in the CMS and publishing tools was handled by our department – from coding up competition forms, transforming XML feeds with XSLT and manipulating DOM to creating CSS-driven standalone websites.  We constantly managed customer expectation and prioritised workload to ensure a smooth and efficient department.

During this period our team project managed the redesign of AOL editorial content channels. This included content audit, liaising with third party content providers, assessing business requirements for the specific channels and making sure each content channel was on schedule, using MS Project.

I was also the UK point of contact for the Alerts, Reminders and Calendar products (developed in the US). During this time, I rolled out a new publishing backend platform for these products across the UK, liaised with American counterparts and departments within AOL UK (like Product Management and Member Education) to build, publicise and track these products. This included training editors on how to implement the tools, and creating and updating documents. 

Nov 2003 - Jan 2006

Transaction & Organiser Products Manager

AOL UK

This was a more technical role, working on the Mobile, Technology, Shopping and Travel channels, with an emphasis on the first two. Focus was on building and debugging web pages, and new communication products like Alerts & Reminders, and IM2Mobile. A continuation of acquired knowledge in the core channels remained.

Mar 2001 - Jan 2006

Wireless Producer

AOL UK

Researched and produced well-written copy for the AOL Mobile channel, which catered for both early 2000s mobile phones and PDAs. Also produced content areas based around news and current events, pertinent to the channel.

I also helped develop and implement AOL's mobile premium download products – PC2SMS messaging service, Ringtones and Logos downloads, as well as a prototype PDA service.

Jan 2000 - Oct 2000

Website Manager

Worldpop

Helped set up the backend content management system for the company (liasing with our third party technical contractors) and also helped set up the encoding suite for video and audio encoding.Also build their award winning WAP site from scratch.

Mar 1996 - Jan 2000

Online Editor

CANOE

Duties included daily maintenance of the Jam Showbiz website, writing entertainment articles and reviews, conducting interviews and interacting with entertainment (record labels, movie companies, etc.) and PR companies.

In this position, I implemented several successful initiatives - including a complete overhaul and redesign of various site sub-sections (music, television) - that led to increased readership for the site as a whole.

I was also essential in a number of initiatives including setting up and sourcing streaming audio and video, working with and setting up externally maintained projects (Canadian Pop Encyclopedia, C-Live concert listings and the Canadian Theatre Encyclopedia) on the site and managing the contacts for these. 

I also helped set up All Pop, a Jam! sub-site devoted to pop music. I was the line manager for the All Pop editor.

Highlight? Interviewing Saint Etienne then being invited back stage at their Toronto gig!Content I wrote while at Jam! has just been used for a new Duran Duran biography called "Notorious".

Education

Education
Sep 1991 - May 1994

BA

Wifrid Laurier University

Skills

Skills

SEO

Thanks to Google, the machinations of SEO is a closely guarded secret, but I have managed to improve search ranking for a large number of customers based on some very easy and obvious updates to their web properties.

Project Management

Utilising all the facets that the project management role would require - customer liaising, project planning, risk assessment, documentation, budgeting and thinking one step ahead of the game to ensure there are no unknowns down the road.

Certifications

Certifications
Dec 2009 - Present

PRINCE2

APMG