Sam Hardy | Tuesday, March 16th, 2010
Our team successfully setup/managed a client-centric outcomes-based RAID-management system for EMC’s customer escalations throughout EMEA/APAC:
-Collaborated with customers/internal stakeholders; agreeing an Escalation Management Process within existing governance framework.
-Iteratively automated process through Documentum workflows; storing RAID information in Documentum Webtop and transparently displaying progress to all stakeholders through dynamic dashboard.
-Worked with external clients, consultancies and internal development teams; forming virtual teams to resolve complex implementation issues.
-Proactively managed stakeholder expectations adopting an inclusive approach; including high-profile escalations for politically sensitive Student Loans Company and the Office of the President of the United States (whilst covering US-East region).
Initiative reduced direct customer escalations to Senior Management by 99% over 12 months. Trained/mentored Bangalore-based colleagues to cover APAC.