Terri Chamberlain

Experience

• 

  RR Donnelley

  Apr 2003 - Nov 2019

  • To act as the representative for RRD in all client facing change and project support activity• To be responsible for monitoring all change requests for the defined customer portfolio, ensuring SLAs and KPIs are achieved.• To monitor performance in both projects and change by gathering the relevant data and producing statistical reports• Manage change escalations, complaints and issues relating to change both internally and externally• Act as Centre of Excellence regarding business processes and procedures for change and project delivery, promoting this throughout the organisation• Provide project support office (PSO) functions to Project Managers working with their customers• Ensuring defined methodologies for change and projects are adhered to and issues highlighted appropriately• To identify areas for improvement in the delivery of projects and change• To ensure all documentation is accurate, up to date and properly understood by the relevant parties• 241 changes implemented from July to Year end 2012• Several large changes / Small Projects managed into the Business to delivery dates and within budget. • Inbound change process improved with 91% of changes being received in the second half of 2012.• Redesigned the change process for Inbound in Leicester, Lancing and Bolton. Show less • Coaching, developing and mentoring a team of up to 60 people• Managing performance of the staff to increase productivity • Continuously improving work threads to reduce costs, whilst maintaining SLAs• To manage all performance and disciplinary related matters.• To carry out team administration in line with required time and quality standards.• To liaise with clients in a professional and polite manner• To ensure the delivery to the client of an end to end product• To enhance customer and client satisfaction by enhancing product services and offerings• Dealing with customer / client complaints through to resolution• Compilation of department Profit and Loss report. • Instrumental in the setting up of several profitable work streams within very tight timescales• Implemented process improvements by re-engineering processes and eliminating waste• Developed staff career development framework• Increased profitability of all contracts • Delivery of business objectives within a budget constrained environment Show less • Induction and classroom training for new starters.• Produce comprehensive training packages and course material.• Refresh / Up skill / Cross Train existing staff members• Monitor and assess trainees and deliver subsequent feedback.• To liaise with clients to ensure training materials are kept up to date.• To deliver briefings and training sessions to existing staff on relevant issues and changing procedures.• Participate in ongoing monitoring of operations staff to assess training needs.• Quality monitoring, manage, coach and feedback all existing and new staff whilst in the training environment.• Providing documentation for managers and trainers.• Competent in the use of a wide range of the Microsoft Office programmes (visio, excel, word, powerpoint)• Designed and implemented Training Needs Analysis for approx 200 staff across the business• Designed and delivered a Management Training programme• Designed and delivered several working procedures and processes for several companies Show less

  • Project Manager

    Jun 2014 - Nov 2019

  • Change Manager

    Apr 2012 - Jun 2014

  • Process Operations Manager

    Jan 2009 - Apr 2012

  • Operational Trainer

    Apr 2003 - Jan 2009
• 

  Paragon Customer Communications

  Nov 2019 - Aug 2022

  Project Manager
• 

  Barratt Developments plc

  Aug 2022 - now

  Business Change Project Manager