Stefanie Merchel
Project Manager at Neyber- Claim this Profile
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English -
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German -
Topline Score
Bio
Credentials
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Agile Project Management Foundation & Practitioner
-Feb, 2018- Sep, 2024 -
ITIL Foundation Certificate in IT Service Management
PEOPLECERTAug, 2013- Sep, 2024
Experience
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Neyber
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United Kingdom
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Financial Services
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1 - 100 Employee
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Project Manager
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Apr 2015 - Present
Neyber helps UK employees to be better with their money, so they can do more of what they love. Neyber offers a free employee benefit that enables employers to support their workforce’s financial wellbeing with access to financial education resources and affordable, salary-deducted loans. The idea is to build a community of employees who can confidently deal with money and have access to fairer finance when they need it. Neyber helps UK employees to be better with their money, so they can do more of what they love. Neyber offers a free employee benefit that enables employers to support their workforce’s financial wellbeing with access to financial education resources and affordable, salary-deducted loans. The idea is to build a community of employees who can confidently deal with money and have access to fairer finance when they need it.
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Project Manager
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Aug 2014 - Apr 2015
• Responsible for the outgoing transition of the customer contract in a two phase approach • Delivered the first phase successfully and to deadline in September 2014 • Managing the commitment of appropriate resources to ensure delivery of all milestones, such as data migration, service cut over and service close down • Management of transition project risks, issues and dependencies • Ensure commercial accuracy of all activities working with the Commercial Team • Responsible for the amendment and correction of processes and work instructions in accordance with the service delivery and design • Conducting regular impact analysis in order to assess the consequences of the project deliverables on other sections of the business • Ensuring the technical delivery supports the needs of the client and service operations • Managing and delivering communications and knowledge transfer to the appropriate stakeholders • Defining, agreeing and managing operational acceptance • Management and coordination of service validation & testing activities Show less
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IBM
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IT Services and IT Consulting
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1 - 100 Employee
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Service Delivery Manager
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Jul 2013 - Jul 2014
• Management of major incidents and changes using knowledge of service delivery and service support disciplines defined by ITIL• Management of actions to reduce incidents and problems occurring• Enforcing security postures and active involvement in regular audits• Responsibility of the overall IT infrastructure• Overseeing capacity management ensuring there is no unexpected impact to the service due to growth• Supplier Management responsibilities to ensure successful service delivery to the client• Conducting risk assessments to ensure ongoing service delivery success• Respond to any client requests timely and accurately• Manage customer expectations• Regular meetings with a high profile client to develop and maintain a strategic customer relationship• Deliver strong contract governance and conduct regular service reviews Show less
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Project Manager
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Nov 2012 - Jul 2013
• Management of business changes including Novation activities for a high profile client • Ensuring all deliverables are progressing to budget and to the right quality standards• Managing staff to ensure that all milestones are achieved within the agreed timeframes• Planning and implementation of Key Performance Indicators and essential contractual documentation • Actively delivering and owning Continuous Service Improvements and Change Management• Manage and improve monthly report generation Show less
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Contact Center Operations Manager
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Jan 2010 - Oct 2012
• Managing the day to day front office and back office operations within two contact centers which includes inbound and outbound calls as well as postal and email correspondence• Managing and successfully implementing changes and a new release which included major changes to the operations• Managed and developed up to 10 Team Leaders and 150 CSR’s by departmental & team objectives to support company strategy• Analysing of Management Information and work to ensure customer demands are being met• Delivering a highly visible service that contributes significantly to the achievement of client and customer satisfaction, cost and expense• Ensuring SLAs, KPIs and cost targets are achieved and exceeded• Interacted and consulted with HR and Training on matters of recruitment and training, performance and employee relations issues• Meeting with a high profile public sector client to review the contact center performance to ensure quality of customer service meets client standard• Ensuring the correct procedures are being followed due to a very process driven environment• Managed staff schedules in partnership with Workforce Coordinators to ensure call-handling effectiveness to achieve client and company productivity goals Show less
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Transition Team
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Jun 2009 - Dec 2009
• Service Implementation of a highly visible and government driven account • Responsibilities for process creation and timely delivery of milestones• Regular progress reviews with the management team and the client• Developing and implementing processes and procedures for the contact center operations
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Business Operations Team Leader
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Jun 2008 - May 2009
• Coaching and developing employees to drive a high performing culture which delivers excellent results and customer satisfactions• Drive and maintain positive productivity results from individuals/teams in order to achieve/exceed PI’s and BPI’s.• Quality- and Process management
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Education
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2014 - 2020
The Open University
Bachelor's degree, Business Administration and Management, General -
1999 - 2006
Hedwig-Bollhagen Gymnasium Velten, Germany
A Levels
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