
Emma Frankham
Customer Service Representative

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About me
Senior Product Delivery Manager at Royal Mail
Education

Plymstock School
2000 - 2007
University of Plymouth
2008 - 2011Bachelor of Science - BS Criminology 2:1
Experience

Royal Mail
Jul 2011 - Jan 2015Customer Service RepresentativeCompensation claim processingComplaint call handlingShipping Solution help desk

Royal Mail
May 2015 - now- Managing complex change from beginning to end with a proven track record for high quality successful delivery.- Generally delivering projects utilising a linear lifecycle, with occasional use of agile approaches.- Generation of business cases to secure funding in order to deliver projects that support our strategy. - Following the necessary governance throughout the project lifecycle to maintain project integrity and progression through gating. - Leading and supporting a project team throughout each project stage, ensuring the team feel motivated, are clear on the objective as well as key deliverables required at each stage.- Frequent project reporting, demonstrating the project status, key risks/issues, finance updates and key achievements.- Creation and maintenance of the Project Management Plan and all other unique plans that form part of it.- A focus in 2023 and 2024 on successful collaborations with marketplaces, ensuring smooth integrations into our shipping solutions to support buyers/sellers with frictionless postage purchase- Between Jan 2022 and October 2023 successfully lead a team through enhancements to our Parcel Collect service which saw exponential growth of over 600% during my leadership seeing over 1m parcels collected a week in the lead up to Christmas 2023 Show less
Senior Product Delivery Manager
May 2022 - nowProduct Delivery Manager
Oct 2019 - Apr 2022Team Leader
May 2015 - Oct 2019
Licenses & Certifications
- View certificate

APM Project Management Qualification (PMQ)
Association for Project ManagementSept 2021 
MSP
QA LtdMar 2022
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