CURRICULUM VITAE
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Name:MARK PRESTON
Marital Status:Married Date Of Birth:15/09/72
Address: 6 Chestnut Grove Health: Excellent Woodlesford
Leeds Tel No:0113 2822562
LS26 8WU Mobile:07801 822225
Email:
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PERSONAL PROFILE
An experienced Project Manager with strong business acumen having in excess of 15 years experience gained in a wide variety of environments and IT platforms managing programme and project teams.
1. Experienced in the total project life cycle, man management, motivation, client liaison, resource scheduling, budgeting, planning, reporting, control, support and quality.
2. Experience gained across a wide cross section of clients, business areas and IT platforms.
3. Experienced in PRINCE 2 methodology.
4. Well skilled in client facing roles and both oral and written presentation techniques.
5. Extensive use of Microsoft Project, Excel, Word.
CURRENT EMPLOYMENT
Project Manager – Consultant –National Express East Coast September 2008 – Present
National Express, a leading Transport provider secured a franchise agreement with the Department for Transport to provide rail services on the East Coast route.
Implementation of an ITSO Smartcard scheme is one of the Committed Obligations National Express will deliver under the franchise agreement.
My role was to create a Project Methodology and Business Case detailing requirements to implement the following:
· Procuring and configuring the software and communication protocols that ensures smart ticketing operates in accordance with ITSO (Integrated Transport Smartcard Association) Technical Standards.
· ITSO-enabling Ticket Issuing Systems (TIS) and the devices used to fulfil and validate smart tickets.
· Procuring and configuring a “management layer” of software that will form the smart ticketing system which enables: Registration, Retail, Fulfilment and Validation.
· Evidencing the Scheme’s satisfaction of ITSO standards and RSP accreditation.
· Offering smart tickets as an option for Season Tickets.
Retained by National Express East Coast to Programme Manage several Catering initiatives aimed at increasing quality and decreasing cost to the business. With a project budget of £12.75m the programme was made up of:
· Service Vehicle modifications to enable the implementation of leaving unused stock on board.
· Creation and implementation of internal and external business processes to incorporate changes on board, at depots and customer behaviour.
· Design and build of two interim service centres at Kings Cross. Procurement of equipment to support the logistics.
· Tender and award of a logistics contract that will support the business changes.
PREVIOUS EMPLOYMENT
Project Manager – Consultant – Premier Farnell plc February 2008 – September 2008
Premier Farnell plc is a leading multi-channel, high service distributor of engineering parts supporting millions of customers to purchase globally. Premier Farnell distributes their range of products and services throughout Europe, North America and Asia Pacific trading in over 100 countries The Group's multi-channel approach includes websites, contact centres, field sales, trade counters, catalogues and direct mail.
· Project Management of a programme of several workstreams to identify and deliver a best in class service.
· Management of senior workstream owners across a world wide project team (UK, Germany, France, US, Asia, Australia).
· Identify and document project scope including cost/benefit case.
· Delivery of customer excellence through sales, service and technical training.
· Review of new starter recruitment, training and ongoing performance management support.
Project Manager – Consultant – South Yorkshire Transport August 2007 – February 2008
South and West Yorkshire Passenger Transport made a major scheme submission for Yorcard which received conditional approval to pilot to prove the benefits of a multimodal, multi operator and contact less smartcard ticketing system which is ITSO compliant in a commercial environment. This smartcard ticket follows a similar approach to that used in the London area by the Oyster card.
· Project Management of the Infrastructure and Retail workstreams.
· Identify retail outlets through a Marketing campaign to ‘top up’ customer products.
· Agree contracts with retail outlets (including commission payments)
· Implementation of an Internet solution to provide ticket top up using credit/debit cards and the touch points for physically updating the cards.
· Procurement of technical infrastructure.
· Management of technical resource to provide interfaces between host and third party systems.
· Install and commission Yorcard Smartcard Issuing equipment to 15 sites which will give the Customer or its agents the capability to create an operational Yorcard Smartcard from a smartcard conforming to ITSO.
· Agree and document relevant business rules to make the products available in individual locations for a variety of operators.
Project Manager - Consultant - Zurich International Services May 2007 – August 2007
Zurich International Services are part of the Zurich group with the head office located in Isle of Man.
The international life business, delivered by Zurich, provides a comprehensive portfolio of high-quality international financial solutions in major currencies. These aim to meet the retirement, investment and protection needs of expatriates and high net worth individuals, employers and organisations around the world
· Managing multiple projects to deliver several Zurich products to Isle of Man residents previously not available due to taxation laws.
· Working with local government and regulator to ensure project implementation is within legal requirements.
· Managing International project teams to design and implement new products.
· Providing knowledge/support to Zurich Project Manager to open new offices in Ireland.
· Delivery of the functionality to charge customers for advice given on their portfolio and then pay the relevant Client.
Business Project Manager – OTTO UK May 2006 – May 2007
Programme/Project management of various workstreams to reduce customer returns by £3.2 million and increase customer satisfaction within the mail order industry.
· Education of a policy and compliance project to charge customers for late returns.
· Implemented changes to improve negotiations with suppliers on buying terms and items returned to manufacturer agreements.
· Improved the buying process ensuring items were ‘fit for purpose’ within the mail order industry.
· Implementation of a security tag system on all items distributed to customers. The tag system protected the item from customer abuse before return, ensuring a quality item is returned and can be placed into forward stock quicker and therefore utilised as a future order.
· Management of 2 Project Managers delivering against the programme.
Programme to date has realised the benefits proposed in the original business case and reduced customer returns by over 1% compared to the previous year. The main contributing factors to achieve this were increased policy and compliance and the improved education of the customer base as well as recycling returned stock.
Management of a £21.6 million programme to increase customer experience through:
· Re-engineer business processes to meet customer expectations.
· Implementation of a voice and data capture system.
· Re-align shift patterns to match the aspirations of the business.
· Line management of 5 Project Managers (including 2 contract Project Managers) delivering against the programme requirements.
· Responsible for the project delivery as well as the coaching and mentoring of my Project team.
Senior Project Manager - Ventura Nov 2004 – May 2006
Promoted to Senior Project Manager, managing high profile, large budget and multiple strand projects.
· Project managed several overseas implementations including a £1.5m budget to source, build and furnish a new venture in India.
· Managed a project to move the location of a 350 seat call centre managing both English and Indian resource.
· Managed the implementation of the Financial Service Authority (FSA) Regulation.
The demands of this project were:
1. Compliance with the new regulations within the timescales set. As this was a government regulation there was no opportunity to negotiate revised timescales therefore strong leadership skills were required to focus the multiple strands within the project team.
2. Gain FSA approval within the set timescale. Production and presentation of various documentation.
Project Manager 1998 – Nov 2004
Whilst working as a Project Manager I have managed many projects for Blue Chip Clients such as O2, Barclaycard, WorldCom and Amerada Hess (gas and electric), Barclays Bank and NEXT.
1. The Phone Day 2 project, migrating Geographic, Non-Geographic and Mobile phone numbers into the new format for Utilities, Financial Service and Telecommunications clients.
2. Introducing cradle to grave operations for several Internet providers ranging from skills in marketing and customer acquisition through to customer service and customer retention.
3. Process re-engineering for a Utilities client. Developed and implemented a Computer, Telephony, Integrated (CTI) system to manage meter read calls from Amerada Hess customers.
4. Implementing an outbound calling operation for Barclays Bank. The project included the development of a Delphi based front end package to aid script the conversations between customer and operator. The project also delivered the ability to integrate customer payments using the Electronic Point of Sale (EPOS) functionality.
Experienced in the following:
· Line management of Project Managers at both permanent and contractor level.
· Change control/management processes including the completion of documents such as Project Initiation Documentation (PID), Impact Analysis (IA), Business Requirements (BRD) as well as updates including stage reports.
· I use Risk and Issue registers to monitor any potential impacts on the project. Contingency planning against all risk and issues.
· Managing UAT (User Acceptance Testing) strand leaders in the completion of test plans/schedules through to receiving business user sign off.
· Liaison and open communication with both stakeholders and the Project Board including Steering Group(s) and Project Sponsor.
Skills that I require for the role of Project Manager include:
1. Facilitate process workshops
2. Author of requirements / impact documentation
3. Negotiation / management of budgets
4. Completion / Management of project plans using Microsoft Project
5. Man-management of project teams through delivery phases
6. Chair project meetings / project reviews
7. Management of project teams as well as sub project teams (strand leaders).
8. Complete all projects to PRINCE 2 methodology
Service Delivery Manager - Ventura 1998 - 1998
Service Delivery Manager assessing key issues impacting the service Ventura supply to both customers and clients. The position made me responsible to the Head of Operations and answerable to the board of directors who made me accountable that the integrity of the performance information is in line with contractual commitments. My responsibility with the Service Delivery role covered the Telecomms division and ownership for over 2,500 employees.
Team Leader - Customer Retention Team - Ventura 1997 - 1998
Team Leader at Ventura working in the customer retention department persuading high valued customers to remain with O2. To be effective in this field my position demanded a positive attitude as well as a substantial knowledge of selling skills. A typical day would include call monitoring to evaluate strengths and weaknesses with any weaknesses confronted with training programmes and discussion sessions.
Customer Service Advisor - O2 - Ventura 1995 - 1997
Previously I was a customer service advisor answering a range of enquiries. The experience gained were good communication skills, listening skills and an understanding of customer needs
Professional Footballer 1989 - 1995
Leeds United Football Club / Chesterfield Football Club
EDUCATION
Leeds International Pool1992 – 1994
Thomas Danby College, Leeds1989 – 1991
Royds School, Oulton, Leeds1984 - 1989
QUALIFICATIONS
Secondary:English (Grade B), Oral Communication (Grade 1),
Design and Communication (Grade B), Maths (Grade B),
Economics (Grade C), Science (Grade C),
Design and Realisation (Grade C), French (Grade D),
German (Grade D).
Further:PRINCE 2 Foundation - Project Management
Distinction - Sport and Leisure Management Part 1
Distinction - Sport and Leisure Management Part 2
Aerobic Fitness
Anatomy, Physiology and Kinesiology
Circuit Training
Weight Training
First Aid
Custom Report Writing - Lucent Technologies
Service View for BT Telemarketing Services
CRB checkedJanuary 2008
INTERESTS
My interests include all sports although I pay particular attention to golf. I play golf regularly and have recently reduced my handicap to twelve.
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Signatures
Mark Preston