Annie Glover

Principal Consultant @Concentrix Catalyst

GB

April 2024: Gobeyond Partners -(the consulting brand of Webhelp) has now rebranded to be part of Concentrix. Concentrix Catalyst is the Experience transformation and technology team at Concentrix.My Consulting Experience at Gobeyond Partners :Project managed a large-scale digital transformation for a major European airline:spanning multiple business areas with complex stakeholder environmentsdesign, development and delivery of a live chat platform, FAQ bot and and dynamic chatbotLaunch of chat platform, developed and tested in multiple languages As a result, the airline led the way for dynamic chatbots in their sector; enhanced CX though delivery of simple transactions via chatbot; and had a 13% AHT reduction. Project managed the set up and roll-out of new internal logistics service for 2 high-tech research and innovation hubs of 800FTE ahead of budget and timescales.Delivered coaching in multiple Operational Excellence projects in Global Banking, Pensions and Outsourced Operations delivering & sustaining ~20% capacity creation and lead time reduction. Led the management and roll out of a Rapid Response Team to deal with unprecedented numbers of complaints in an outsourced UK Bank. Increased productivity by 29% over 2 months, allowing complaints team to focus on reducing WIP to stabilise operations. Delivered a Customer Journey project for an international bank, enabling knowledge transfer of Customer Journey methodology to client. Initiated delivery of quick wins and investigated multiple opportunities for the client roadmap. Led and delivered a project in a UK Bank support function to define their proposition, resulting in improvements which enabled a 20% FTE reduction.

University of Nottingham

B.A. (Hons) 2.1, Geography