Gill Dunstan

Current

• Implementation Manager at SERVICEPower Technologies PLC

Past

• Project Manager/Business Analyst at Phones 4 u
• Business Analyst (CRM,Web,Portfolio) at Phones 4 U
• Business Analyst (CRM) at Vodafone

• Team Manager (UHV & Call Centre) at Vodafone
• UHV Team Manager at The Caudwell Group (Singlepoint 4U)

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2 more...

Education

• Great Wyrley Performing Arts High School

Recommended

15 people have recommended Gill

Connections

198 connections

Industry

Information Technology and Services

Gill Dunstan’s Summary

A hardworking, conscientious individual who strives to succeed. With excellent management skills, reliable, flexible and willing to tackle any task which may be required. Well-developed communication skills, with the ability to liaise at all levels effectively.

Gill Dunstan’s Specialties:

• Project Management
• Business Analysis
• Requirements Gathering
• Business Change
• Business Integration
• Call Centre Management
• Performance Management
• Telecommunications

Gill Dunstan’s Experience

• Implementation Manager

  SERVICEPower Technologies PLC

  (Public Company; Computer Software industry)

  June 2008 — Present (1 year 2 months)

  Implementation Manager at SERVICEPower Technologies PLC
  (Public Company; 50001-10000 employees; Computer Software industry)
  
  Manage and ensure smooth, planned new and enhanced client implementations and manage and oversee all system related staff, issues, requests and support, as well as driving the product development forward.
  
  Key responsibilities & accountabilities:
  
  • Management of System & IT resource and function.
  • Control of new implementations and improvements to existing client implementations
  • Project Management; requirement specifications.
  • Resourcing; co-ordination with development; reporting
  • Configuration
  • Client, Servicer and Internal Training
  • System progression and upkeep for the UK software.
  • Manage and maintain relationships with the US systems team.
  • Write, develop and maintain the reporting suite and associated tools.

• Project Manager/Business Analyst

  Phones 4 u

  (Privately Held; 5001-10,000 employees; Telecommunications industry)

  November 2007 — June 2008 (8 months)

  Strategic Customer Management programme using Siebel/Oracle solutions; which will deliver a Single View of Customers across direct Channels (Contact Centres) for Consumer/Enterprise. Liaising between the business and solution BA's/Contractors; dipping into business analysis as and when needed. Main role: Project Management.

• Business Analyst (CRM,Web,Portfolio)

  Phones 4 U

  (Privately Held; 5001-10,000 employees; Telecommunications industry)

  June 2007 — November 2007 (6 months)

• Business Analyst (CRM)

  Vodafone

  (Public Company; VOD; Telecommunications industry)

  August 2005 — June 2007 (1 year 11 months)

  SME for Vodafone Gill was offered the opportunity to become a Business Analyst working closely with Accenture Consultants and Amdocs to ensure the delivery of the Vodafone SCM programme (Siebel CRM6) as part of a team which was seamless and on time.
  Following Requirements Gathering and Solution Business Process mapping; Gill became UAT lead for Vodafone ensuring that testing was successful; management of Super Users from Vodafone and liasing with Stakeholders to ensure that Go Live was successful; Use of Test Director for System Test, Regression Test;
  
  Go Live was implemented initially into Outsource Partners and then into Vodafone Contact Centres.
  
  Prior to Go Live Gill was involved in taking a live Roadshow around the Vodafone Sites and Outsource Partners demonstrating the Siebel solution and it's benefits.

• Team Manager (UHV & Call Centre)

  Vodafone

  (Public Company; 10,001 or more employees; VOD; Telecommunications industry)

  June 2004 — August 2005 (1 year 3 months)

  Recruited by Director of Customer Services and the UHVC (Ultra High Value Customers) Project Manager Gill was brought on board early into the set up of UHVC- Singlepoint which was later taken over by Vodafone.
  As part of a team she was responsible for setting up an ethos which put the customer at the forefront of the business and ensured that right first time was key to a successful department.
  
  Team members were recruited on a passion for customers basis and assessment centres/Job Fairs were held by Gill in to ensure a high quality customer service representative was implemented into this successful environment.
  
  Gill's key roles were:
  Recruitment
  Performance Management of team(s)
  Absence Management
  Shift allocation
  MI reporting

• UHV Team Manager

  The Caudwell Group (Singlepoint 4U)

  (Telecommunications industry)

  August 1999 — June 2004 (4 years 11 months)

Gill Dunstan’s Education

• Great Wyrley Performing Arts High School

  1982 — 1988

Additional Information

Gill Dunstan’s Interests:

Running - Completed 2007 London Marathon (have applied for 2010 Virgin London Marathon!) Karate Skiing

Gill Dunstan’s Groups:

•    ModernAnalyst.com - Business Analyst Community
•    Project Manager Networking Group
•    Siebel Community
•    AS/400 Professionals
•    ORACLE PRO
•    BPO Executives
•    Mobile Telecoms industry group

Gill Dunstan’s Honors:

NVQ Level 2 Contact Centre Operations:
Contact Centre Systems & Technology - Level 2
Performance Management - Level 3
Health & Safety in ICT & Contact Centres - Level 1
Customer Care Level - 2
Personal & Organisational Effectiveness - Level 2
Interpersonal & Written Communication - Level 2

Gill Dunstan’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch