Mike I.

Project Manager @The Arch Company

Currently leading a customer contact transformation initiative to enhance service delivery, operational efficiency and data management within the property sector. Driving improvements across CRM, knowledge management and Telephony.Core Deliverables: • Implementing (bespoke) Keystone CRM as the central platform for customer interactions.• Developing an integrated Central Knowledge Base to support both staff and customer self-service.• Enhancing telephony infrastructure (Five9/Genesys IVR) and Teams Voice/CRM integration.• Implementing email parsing solutions to automate case creation and improve workflow efficiency.• Producing key project documentation including business cases, PIDs and implementation roadmaps.• Streamlining processes to improve response times and data accuracy.• Assessing strategic options for contact centre operations including potential outsourcing.