Carl Smith

Experience

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  CJ Garland & Co Ltd.

  Sept 2001 - Jul 2007

  Customer Service Manager

  - Managed team of Customer Service Agents for Vodafone client.- Trained & managed Client Services team; consistently exceeding quality and efficiency measures.- Managed Vodafone client relationships, ensuring service quality requirements were exceeded.- Established ISO 9001 adherence contract as part of implementation team and successfully drove through implementation and auditing.

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  BT

  Sept 2007 - Oct 2008

  Service Manager

  - Led, coached & developed 100-man team providing Technical & Account Services to over 50,000 clients per week.- Achieved 21% increase in client satisfaction through piloting service improvements.- Exceeded efficiency measures through improved planning & performance management processes.

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  RBS

  Oct 2008 - Jun 2009

  Business Analyst

  Various roles as part of Global Technology Graduate Program, including:- Payments Implementation Lead; part of team responsible for payment incident management as part of global Banking & Payments platform integration program; managing multi-million Euro incidents to deliver quickest resolution with minimal business impact.- Risk Projects Lead; delivering technical and business process changes to achieve a reduction in payments technology risk portfolio of ~30% within a 6-month period. Show less

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  RBS

  Nov 2009 - Oct 2013

  Business Change Manager

  Lead Technology & Operations Project Manager for Global Transaction Services division as part of strategic business transformation (resulting from M&A) programs, including:- Americas Merger/ Integration program; development of payments & reconciliations applications, operating model changes, customer migration, and platform decommission; enabling reduction in global risk exposure and increased operational synergies.- Banking & Payments Sunset program; operating model changes, headcount reduction, customer platform migration and payment platform decommission; contributing to reduction in global Technology & Operations costs of ~15%.- Regulatory change, operational readiness planning; including IBAN, Swift & FATCA changes.- Implementation of lean/ continuous improvement program; resulting in improved operational processes, and cost savings of ~€2m per year. Show less

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  Align Technology

  Oct 2013 - Apr 2015

  Program Manager

  Drove Invisalign EMEA & APAC commercial program across Product, Marketing, Technology & Operations teams with annual budget of ~$5m, including:- Bi-annual software & medical device feature releases and localization; enabling increased sales and improved UX.- Implementation of new client on-boarding application and workflows, reducing onboarding time by ~40%.- Completion of research phase of project delivering General Practitioner product solution.- Establishment of continuous improvement program, delivering incremental operational changes; contributing to NPS increase of ~25 points.- Created EMEA & APAC product roadmap and quarterly review process; enabling improved product prioritization.- Roll out of Program Management framework & processes across EMEA & APAC teams. Show less

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  RBS

  May 2015 - Dec 2016

  Freelance Technical Implementation Manager

  Led Financial Crime implementation team, enabling regulatory split of Retail & Corporate Banking divisions, including:- Customer migration planning.- Technical implementation planning and reporting across multiple platforms; deployment schedules, business assurance, incident management, communications, and post-implementation support.- Roll out of framework and reporting for operational readiness assessments; providing effective decision making mechanisms for senior management. Show less

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  Barclays

  Nov 2016 - Jul 2017

  Freelance Senior Project Manager

  Project managed delivery of Corporate Financial Crime KYC application; enabling remediation of 20,000 case backlog, including:- Agile development of KYC application and workflows.- Implementation of target operating model; including process mapping, reporting and user training.- Corporate client support and communications.

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  Mastercard

  Jun 2017 - Oct 2018

  Freelance Technology Program Manager

  Established & led multi-platform sunset program for Payment Gateway Services division, as part of M&A integration, including:- Commercial sunset & technical decommission of 4 non-strategic payment platforms; resulting in cost savings of £4m annually.- Oversaw software engineering & product delivery; delivering go-forward-platform payment features and operating model changes; enabling retention/ migration of clients in line with commercial strategy.- Led 8 concurrent client migration projects, including client scoping/ requirements, planning, migration runbooks and technical relationship management (collaborating with client technical teams); resulting in seamless client experience and retention of £20m revenue annually. Show less

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  Self-employed

  Mar 2020 - now

  PADI Dive Master

  - Certified PADI Dive Master & guide with ~400+ dives.- Additional dive certifications: Rescue Diver, Emergency First Response Primary and Secondary Care, Enriched Air (Nitrox) Diver, Deep Diver, Equipment Specialist, Coral Reef Conservation.

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  LOTE 4

  Jul 2020 - now

  Co-founder & Owner

  - Founded the first and only LGBTQ+ boutique hotel in Playa del Carmen; rated one of the highest rated hotels in Playa del Carmen within the first year.- Oversaw 2-year construction and start-up program, including business case, design, planning, finances, and 3rd party vendor management.- Sole Administrator, responsible for ongoing business management (planning, process management, vendor management, finance & people management).

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  Aurora Payments

  Feb 2021 - Feb 2023

  - Headed up cross-functional Project & Product Management team; delivering strategic Product, Technology and M&A programs, with annual budget of ~$3m; resulting in improved time to revenue, improved UX, and reduced costs.- Spearheaded establishment of M&A integration framework/ processes.- Oversaw integration of 2 acquired software businesses, including product, technology and operating model integration, as well as customer migration.- Facilitated definition of Product & Technology roadmap; working with executive leadership to better align program delivery with strategic goals.- Implemented product delivery & PMO frameworks/ processes; resulting in improved program oversight and decision making. Show less - Led design, development & launch of proprietary agent commission (residuals) application; reducing back office processing time (and costs) by 75%, in addition to improving calculation accuracy, and agent payout experience.- Managed development & launch of proprietary payments CRM application, and led ongoing feature development, including business intelligence, process automation and 3rd party integrations; enabling improved operational efficiency, time to revenue, data management, and UX.- Oversaw planning & execution of >250 agent + >1,000 customer migration to new CRM system.- Established improved Agile & SDLC processes: resulting in improved sprint velocity (~ +25%), and quality. Show less

  • Freelance Director, Program & Project Management

    Feb 2022 - Feb 2023

  • Freelance Technical Program Manager (CRM)

    Feb 2021 - Feb 2022
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  Swag Golf

  Dec 2022 - May 2024

  Freelance Technical Project Manager

  - Led design, development & launch of e-commerce mobile app with budget of ~$1.5m; introducing additional revenue streams (through direct drop-based sales and subscriptions), reducing cost of sales by 50%, and enabling business intelligence data collection (through peer-to-peer resale channel).- Assumed responsibility for user story creation & backlog prioritization.- Implemented & led voice of the customer feedback and beta testing process; resulting in improvements to product features to align with customer needs.- Rolled out standardized SDLC, agile project management & release management, across 15-person global development team; enabling efficient and high quality delivery.- https://apps.apple.com/us/app/swag-golf/id6456224267 Show less

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  Spotify

  Jul 2024 - now

  Account Manager