Roxanne Caulfield
Program Manager at Ocuco Limited- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Kanban Systems Improvement KMP2
Kanban UniversityJun, 2022- Oct, 2024 -
Coaching Skills for Leaders and Managers
LinkedInMay, 2022- Oct, 2024 -
Kanban System Design
Kanban UniversityApr, 2022- Oct, 2024 -
Certified Scrum Master
Scrum.orgMar, 2015- Oct, 2024 -
PRINCE2® Foundation and Practitioner Certification
PeopleCertSep, 2016- Oct, 2024
Experience
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Ocuco Limited
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United Kingdom
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Manufacturing
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Program Manager
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Oct 2022 - Present
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The HEINEKEN Company
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Netherlands
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Food and Beverage Services
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700 & Above Employee
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Agile Coach / Senior Project Manager
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Aug 2019 - Oct 2022
As Agile Coach in Heineken UK, my role includes Enterprise Agile Coach with a focus of introducing agile across UK business, not just technology teams. Supporting organisational strategy to evolve culture of togetherness and openness. Helping teams to increase responsiveness and be more customer centric through laser focus on value. Working with leaders and teams to empower colleagues to make decisions that will allow teams to deliver quality outcomes to customers and… Show more As Agile Coach in Heineken UK, my role includes Enterprise Agile Coach with a focus of introducing agile across UK business, not just technology teams. Supporting organisational strategy to evolve culture of togetherness and openness. Helping teams to increase responsiveness and be more customer centric through laser focus on value. Working with leaders and teams to empower colleagues to make decisions that will allow teams to deliver quality outcomes to customers and consumers. Providing frameworks to support learning through experimentation. Training and coaching in agile mindset/agility behaviours, Scrum and Kanban frameworks to support change. Senior Project Manager, delivering IT projects end to end to modernise and digitise solutions for our business. Working with internal and external teams to deliver excellent value and improving process along the way. Growing and learning external to Heineken, ensuring connection to project management and agile to identify opportunities to experiment with in. Show less As Agile Coach in Heineken UK, my role includes Enterprise Agile Coach with a focus of introducing agile across UK business, not just technology teams. Supporting organisational strategy to evolve culture of togetherness and openness. Helping teams to increase responsiveness and be more customer centric through laser focus on value. Working with leaders and teams to empower colleagues to make decisions that will allow teams to deliver quality outcomes to customers and… Show more As Agile Coach in Heineken UK, my role includes Enterprise Agile Coach with a focus of introducing agile across UK business, not just technology teams. Supporting organisational strategy to evolve culture of togetherness and openness. Helping teams to increase responsiveness and be more customer centric through laser focus on value. Working with leaders and teams to empower colleagues to make decisions that will allow teams to deliver quality outcomes to customers and consumers. Providing frameworks to support learning through experimentation. Training and coaching in agile mindset/agility behaviours, Scrum and Kanban frameworks to support change. Senior Project Manager, delivering IT projects end to end to modernise and digitise solutions for our business. Working with internal and external teams to deliver excellent value and improving process along the way. Growing and learning external to Heineken, ensuring connection to project management and agile to identify opportunities to experiment with in. Show less
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Senior Project Manager and Scrum Master
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Jan 2014 - Aug 2019
- Scrum Master in several remote and local product delivery teams, including multiple time zones, delivering quality as a team - As a leader in Development, involved with design, implementation and facilitation of SAFe for new product including team dynamics, mass onboarding, PI planning, scrum of scrums etc. - Coached organisation on agile culture and practices - Experienced project and programme manager, managed several complex projects concurrently and managed several… Show more - Scrum Master in several remote and local product delivery teams, including multiple time zones, delivering quality as a team - As a leader in Development, involved with design, implementation and facilitation of SAFe for new product including team dynamics, mass onboarding, PI planning, scrum of scrums etc. - Coached organisation on agile culture and practices - Experienced project and programme manager, managed several complex projects concurrently and managed several key customer accounts - Managed through all stages of project lifecycle from initiation to closure and handover to operations, as well comfortable inheriting projects in flight that require extra support or attention Sample experience; -Infrastructure builds (data centre, hosted environments, test suites) -Oracle database migration and reconfiguration -e-Commerce platform -Custom/bespoke development delivery -Software localisation for new market -New product development - Active member of PMO and project governance controls - Coached and mentored other project managers and Scrum Masters - Strong stakeholder management skills and influence in organisation - Reputation for being safe pair of hands
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Global Support Manager and Project Manager
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Aug 2010 - Dec 2014
Manage inbound technical support department Design and implement performance development plans Continuous development in streamlining process Continuous development in Ocuco induction process Recruitment Coordinated small software delivery projects including retail chains and stand alone installations for optical and pharmacy software Managed team of Professional Service Engineers full time for one year to cover maternity leave, ensuring travel, training, hardware needs and… Show more Manage inbound technical support department Design and implement performance development plans Continuous development in streamlining process Continuous development in Ocuco induction process Recruitment Coordinated small software delivery projects including retail chains and stand alone installations for optical and pharmacy software Managed team of Professional Service Engineers full time for one year to cover maternity leave, ensuring travel, training, hardware needs and support arrangements were covered
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Customer Service Agent
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Aug 2008 - Jul 2010
Manage incoming calls Scheduling software upgrades (routine) Scheduling hardware installations and replacements Customer Satisfaction Surveys Quality Assurance Monitoring Escalation of Complaints Account Management Scheduling of Small Project Version Upgrades
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Micron Technology
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United States
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Semiconductor Manufacturing
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700 & Above Employee
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Technical Support Representative
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Nov 2007 - Aug 2008
Crucial Technology is part of Micron, selling memory to both businesses and end users. My role was part of the technical support team for end users. Managing incoming calls and emails Working on Live Chat providing technical assistance Troubleshooting Training Arranging returns and liaising with inventory and testing teams Crucial Technology is part of Micron, selling memory to both businesses and end users. My role was part of the technical support team for end users. Managing incoming calls and emails Working on Live Chat providing technical assistance Troubleshooting Training Arranging returns and liaising with inventory and testing teams
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HSBC
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United Kingdom
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Financial Services
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700 & Above Employee
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Customer Experience Executive
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Jan 2006 - Oct 2006
Customer Retention Customer Sales through Service Mortgage Renewals Credit Card Services Telephone Banking Complaint Handling Insurance Quotes and Document Issuing Full Sales Implementation Process Adherence to Financial Services Regulations
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Customer Service Agent
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Jun 2005 - Jan 2006
Inbound Credit Cards Services Lead Generation Excellent Customer Service Targets for Average Call Handling and Sales to be Achieved.
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Education
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2010 - 2014
Dublin Business School
Bachelor's Degree, Business Management and Project Management -
2004 - 2005
The University of Stirling
Bachelor of Arts (BA), Criminology
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