OLIVIA JIPA
Service Delivery Project Manager
Benalmadena
Summary
University educated, multi-lingual, creative and highly skilled professional with a real passion for success. I have over 20 years of exceptional business development and sales management experience, I aim to deliver profitable growth thorough outstanding operational coordination and dedicated continuous improvement. Proven track record managing diverse functions associated with sales, service delivery,finance by liaising proactively with partners across commercial and public sectors. Dynamic, highly versatile and results driven organized and dependable with a positive attitude. I look forward to sharing my skills and expertise to bring profit to your company.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
5
5
Languages
Work History
Sales Desk Account Executive
Dedalus
Solihull
01.2009 - 04.2021
- Maximized sales performance and managed delivery risks by successfully converting current pipeline for small orders,projects and renewals for UK&I Healthcare market products generating additional TCV 200K via growth initiatives
- Established and cultivated solid business relationships with new or existing customers via Territory Plan management ensuring continued customers engagement ahead of procurements for new EPR
- Demonstrated products to show potential customers benefits and advantages encouraging purchases for tactical point solutions for OneReponse, Ultragenda,AIDE apps addressing specific customer challenges
- Account upselling through management of Support Renewals process from start to end ,Tech Refresh and Cloud,additional modules/license
- Facilitated and mentored training courses for Sales Desk team/project management office (PMO) - resulted in increased operability and staff progress performance 30%
- Standardized and streamlined new business processes by improving business activities- implemented and designed commercial and financial documentation in replacement of redundant systems saving costs on investment in outsourcing IT services
- Maximized and stimulated development of IT systems whilst meeting client's needs by generating business specifications which resulted in 78% increased customer satisfaction
- Implemented and formalized better solutions by defining, documenting and improving Statements of Work and Estimating templates, succeeding in direct engagement with integration, delivery and implementation solution owners as outcome publicized delivery of key complex projects
- Overhauled financial systems, clarified forecasting reviews, legal and commercial process acceleration, resulted in decreased billing overdue items 50% in SalesForce,Accounts Payable/Receivable GSAP,Credit Control
- Slashed administration costs 50% by implementing effective governance documentation - contract standardizations, customer quotations, cost models and standard support agreements
- Influenced and integrated relationships with key Vendors by ensuring consistency in management of Vendor relationships and monitoring, performance of vendors by supporting teams with supplier negotiations and implemented business improvements ideas
- Overseen operational processes, standards and KPI's analysis and agreements
- Created plans and communicated deadlines to ensure projects were completed on time
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Demonstrated high level of initiative and creativity while tackling multiple tasks in parallel
Service Delivery Coordinator
Dedalus
Birmingham
01.2021 - 04.2023
- Demonstrated service management skills by reviewing and adapting automated Service level reports improvements, monthly suppliers service reviews, service management customer reviews, coordinating delivery schedules
- Applied effective process improvements via Contract Product Master tool refreshing of data for over 1000 records via implementation and refresh Production / Testing versions, upgrades, SLA's Hardware support, Vendor Management
- Coordinated monthly Service Reviews with customers to accomplish significant reduction in number of incidents and deliver individualized services
- Managed monthly Service Management Forecasting reviews, for optimal accuracy of financial actuals, evidenced exceptional improved accuracy and attention to detail
- Implemented and delivered automatization of customized PMR customer reports which has improved effective problem resolution and increased Customer Satisfaction 50%
- Established clear procedures for consistent approach as result contributed to Audit 20k completion with no nonconformities.
- Managed International After Sales Delivery Programme initiative by gathering and publishing content via global team leads showing efficacy in management and design of site
- Managed Implementation of D365 and ServiceNow platforms Identified and implemented mandatory requirements per Workstream from Sales, Marketing, Order Fulfillment, Finance and after Sales processes.
Art Gallery Manager
Thomas Kinkade Art Gallery Solihull
Birmingham
02.2004 - 01.2009
- Created and set up a sales plan and it's corresponding governance processes as a result doubling up revenue
- Defined communication strategy whilst promoting gallery's products in establishing structured and useful approach by negotiating terms and maximizing business opportunities
- Consolidated relationships with key customers ensuring high standard of customer service by discussing requirements and recommending suitable artwork for investment purposes which has resulted in being in voted top 3 salesperson in UK
- Negotiated and enhanced sales from year to year, organizing and managing worldwide events which has resulted in increased profitability 50%
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Reduced expenses by renegotiating vendor contracts to eliminate waste and boost cost savings
Education
Microsoft Office 365 -
ITIL 4 Service Management Certification - Dev Ops White Belt-Sales Course DXC Technology -
02.2019 - 05.2019
Master – Intermediate DXC - Technology
01.2018 - 03.2018
Jira and Agile Methodologies DXC Technology Agile &TDD API DXC
University Degree - Marketing And Public Relations
01.2000 - 01.2004
David Ogilvy
Fine Art Diploma -
01.2009 - 01.2011
ECDL/New Clait -
01.2004 - 01.2006
Skills
Service and application delivery
Business process re-engineering
Advanced problem solving
Service delivery
Review of contracts
Systems and software programs
Solutions development
Operations support
Client relationship management
Service desk oversight
Accomplishments
- Achieved the implementation of a new Service Management Processes and Procedures. with accuracy and efficiency.
- Achieved Global Project G/L ONE ERP by introducing Automated Tools and Processes for Data Migration tasks.
- Achieved Top 3 Sales Performer by increasing the Customers List for NHS Healthcare Accounts.
Timeline
Service Delivery Coordinator - Dedalus
01.2021 - 04.2023
DXC Technology - ITIL 4 Service Management Certification - Dev Ops White Belt-Sales Course DXC Technology,
02.2019 - 05.2019
DXC Technology - Master – Intermediate DXC, Technology
01.2018 - 03.2018
Solihull Birmingham College - Fine Art Diploma,
01.2009 - 01.2011
Sales Desk Account Executive - Dedalus
01.2009 - 04.2021
Art Gallery Manager - Thomas Kinkade Art Gallery Solihull
02.2004 - 01.2009
Solihull Birmingham College - ECDL/New Clait,
01.2004 - 01.2006
University of Communication And Public Relations - University Degree, Marketing And Public Relations
01.2000 - 01.2004
Solihull Birmingham College - Microsoft Office 365,