Danijela Drolshagen

Experience

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  Motorola Mobility (a Lenovo Company)

  Feb 1993 - Jul 1999

  Administrative Services Supervisor

  Co-ordinated the international customer care and executed administrative and logistical tasks for the East-Middle-Europe-Area (EMEA), in High Tech. – Centre, Motorola’s Customer Service Centre.

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  Platformer GmbH

  Oct 2000 - Oct 2002

  Product Manager Assistant

  Researched target markets, realised competitive analysis, elaborated online marketing concepts, and calculated the cost-benefit of customer’s projects.

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  Albanova S.L., Marketing & Comm. Consulting

  Sept 2003 - Feb 2004

  E-Business Consulter

  Managed the design, planning and implementation e-commerce solutions. Trained the customers and provided ongoing support services.

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  Anfi Group

  Jun 2004 - Jan 2008

  E-Business & Multimedia Manager

  • Formulated and executed all digital marketing initiatives for new clients’ acquisition and current clients’ loyalty programs. • Headed the third-party service and technology integration (online payment solution, inventory module, CRM) into the e-business platform producing more than 15% of the company’s revenue in the first year.

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  Contactel - Grupo Inetel

  Jan 2009 - Feb 2014

  • Elaborated and promoted sales, motivation and recognition plan (54 agents and 6 service supervisors); recruited (20 new agents), redirected agents´ attitude from reactive to customer-centric sales.• Redesigned the strategical and operational approach, consolidated the human resources and strengthened the technology usage (reduced internal operational costs by 25% and boosted airline ticket sales by 19%).• Defined the Service Level Agreement (SLA) and KPIs, resulting in Customer Satisfaction increment by 28%.• Reduced the Average Time in Queue from 60+ to 45 seconds, Abandonment Rate from 18% to 7%, Speed to Answer from 45 to 20 seconds, and raised the First Call Resolution by 15%. Mostrar menos

  • Responsible for Marketing and Communication

    Sept 2012 - Feb 2014

  • Head of the Contact Center of BinterCanarias

    Jan 2009 - Sept 2012
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  Diamond Resorts®

  Mar 2014 - Feb 2016

  Senior European Marketing Operations Manager

  • Developed annual marketing and comm. plan for the European market (budget of €800.000/annum), boosted lead generation conversion rates by 9% and increased customers’ loyalty by 5%.• Achieved the resorts´ marketing inventory occupation accomplishment by 86% in 2015 (20% more than in 2014).

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  CLC World Resorts & Hotels

  Jan 2016 - Nov 2021

  • Established, developed, and managed the ICT PMO, ensuring all projects are delivered using a "best practice" Project Delivery Approach and within the agreed scope, time, quality and cost (65% of all projects were aligned as cost-saving and revenue-increasing initiatives).• Created and owned the PMO central repository of documentation and process flows (more than 80 process assets), and trained the PM team to use them.• Built the ICT Project Portfolio (104 Projects, 8,400 hours of Project Management effort).• Introduced transparency and consistency into Portfolio planning, defined Project and Project Manager Key Performance Indicators (KPIs).• Unified in one collaborative Project Management & Reporting Platform all cross-functional projects, streamlined KPI reporting process, and decreased the PM time spent on reporting by 35%.• Deployed Project Governance management framework, achieving that the 80% of ICT resources were focused on the highest ROI delivery projects. Mostrar menos • Acted as the voice of the customer and liaison between product, ICT, and business stakeholders, aligning 85% of product roadmaps to strategic goals.• Built strong relationships with internal and external stakeholders, ensuring the agile team is building the right product and therefore delivering the expected ROI. • Gathered product requirements, elaborated product estimates, and delivery roadmaps, prioritized product roadmaps, coordinated sprints and the design of user interfaces, and scheduled releases.• Generated and prioritized the backlog for 4 simultaneous products (within Azure DevOps) according to business value and administrated their product backlog items.• Articulated product vision in a way understandable to development teams, ensured user stories are granular enough and with precise acceptance criteria, so they can be produced in a single sprint (2-week sprint).• Effectively negotiated sprint goals with the team, resulting in the delivery time reduction by 25% in 6 months. Mostrar menos

  • Head Of ICT Project Management Office

    Sept 2019 - Nov 2021

  • Scrum Product Owner for Sales, Marketing and Customer Service

    Nov 2016 - Sept 2019

  • Senior Digital Marketing Project Manager

    Jan 2016 - Nov 2016
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  Six Star Global

  Jan 2021 - Jan 2022

  Vice President, IT Global Professional Services

  • Rolled out the Agile Methodology within the Dev Team and implemented the progressive rollout to unlock rapid and smaller releases.• Led the development for enhancement of the B2B PaaS product (destined to the hospitality businesses to manage their workload more efficiently) which grew the daily active users by 35% and customer engagement by 15%.• Created and implemented best-in-class IT services and solutions delivery processes, which grew customer engagement by 15%, satisfaction by 30%, retention by 25%, and on-time delivery by 35%. Mostrar menos

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  Oracle

  Oct 2022 - now

  Consulting Project Manager