Michelle Cronin

Experience

• 

  Abtran

  Mar 2009 - Jan 2017

  • Managed a variety short and long term projects through developing and influencing client specific solutions within scope, on budget and on time (critical path) to ensure project milestones are achieved and meet or exceed customer requirements• Successfully project managed contact centre set ups, including a number of technology deliveries for both Ireland and UK Energy Utilities• Managed 2-year programme of work including implementation of new customer relationship management system, IVR improvement project and improved payment terminal for Irish utility company that impacted over 300 staff and 1 million customers• Managed large scale facilities projects involving the seamless movement of over 900 staff (across a number of clients) in conjunction with utilisation project• Delivered numerous large scale ramp ups (15+) of up to 800 employees and ramp down projects across the majority of Abtran’s client base• Implemented 15+ business set ups within short timeframes• Managed the transition of services both to and from Abtran for public sector clients• Support Tender Management process - develop project plans, timelines documents, writing and resource pricing• Writing and maintaining a document repository for all projects including Scope documents, project charters, MS project plans, status reports, risk logs, change logs, prepare agendas and document outputs from meetings• Managed 3rd party contractors to deliver client expectations as part of project deliveries• Review of ‘As Is’ processes; requirements gathering and design of ‘To Be’ processes across a number of projects and within the PMO• Developed strong skills in effective communication throughout all levels within and outside of the organisation by engaging all stakeholders to ensure that project progress and risks are communicated accordingly• Worked closely with commercial accountant team to develop project budgets. Tracking all spend to manage forecast versus actual project budget Show less • Review of ‘As Is’ processes; requirements gathering and design of ‘To Be’ processes• Design training material , training session plans and Standard Operating Procedures• Quality and Process Coaching• Responsible for creating effective sales scripts• Measuring performance and developing sales process improvements• Escalation Management• Analysis of data to identify trends in error rates, training needs etc. and develop staff members in these areas• Recommend and implement business improvement ideas• Understand all Operational KPI’s and targets and actively promote adherence of them to all staff• Awarded ‘Employee of the Year’ 2011 Show less

  • Project Manager

    Nov 2012 - Jan 2017

  • Product Specialist/Trainer

    Mar 2009 - Nov 2012
• 

  UCC Academy

  May 2017 - now

  Project Manager

  UCC Academy is the in-house consultancy of University College Cork. We are a diverse collective of highly experienced project, programme and change managers, internationalisation specialists and subject matter experts. We work collaboratively with colleagues throughout the University to define, develop, drive and deliver key projects that further the University’s strategic goals.