JUDE UKWU

Apartment ** Richmond Hall, Richmond Road, Dublin 3, Ireland

Phone: +353 (0-89-432-****

adqzdc@r.postjobfree.com

PROFILE

Experienced in digital marketing technologies and related environments. Expert in SEO, Google Adwords, Google Analytics, Google Tag Manager and WordPress. Able to run multiple projects concurrently, prioritising and resolving conflicts while delivering key projects in complex multi-stakeholder environments. Hunger to constantly meet and exceed expectations. A team player with a ‘can do’ attitude. Anxious to learn, flexible and willing to help others develop. Strong customer focus, taking ownership and responsibility of situations that may arise. Sound communication and organisation skills. Prince2 certified with experience of complete project life-cycle. Proficient reporting skills with ability to produce high standard documents. Experienced working with offshore IT development teams. A digital strategist with adept understanding of business technologies. EXPERIENCE

COGNIZANT TECHNOLOGY SOLUTIONS, DUBLIN, IRELAND

SPE - QA Google-GLS EMEA Since Dec 2021

● Conduct remote & live contact quality audits for assigned team

● Share feedback with production agents on audited contacts

● Review analysis of client satisfaction survey and calibration with internal team on dis-satisfaction reasons.

● Create team lead level dashboards on audit performance

● Identify knowledge gaps affecting performance per audited contacts and survey analysis.

● Suggest plans for improvement of low performers and work with internal teams in driving process refresher trainings

COGNIZANT TECHNOLOGY SOLUTIONS, DUBLIN, IRELAND

Senior Process Executive Jun 2017 – Nov 2021

● Consistently driving customer satisfaction increases through adept requirements elicitation.

● Increasing business win rate, implementing required codes on their websites using best practice approaches.

● Reducing stakeholders task process time by adapting pre schedule assessments with good planning skills.

● Coaching stakeholders on collaborative work processes and procedures with best practice approach.

● Managing and optimising websites customers landing pages and calls-to-action generating leads for them.

● Optimising customers conversion paths. Performing audits and offering accurate tracking solutions. HAYS PLC, UK

IT Service Consultant Sep 2016 – June 2017

● Handling and resolving IT Infrastructures incidents.

● Coaching users on the use of IT infrastructures reducing process time.

● Guiding users through time saving User Self Service Portals (USSP). TRANSCODE INTERNATIONAL, SWITZERLAND

Programme Coordinator Sep 2015 – Aug 2016

● Overseeing delivery and reporting for a portfolio of operational programmes.

● Leading and coordinating a team of project managers through a building project.

● Accountable and ensuring accountability of stakeholders for the ($15 million) budget of the project.

● Developing comprehensive project plans. Incorporating resources, skills and materials planning.

● Directing and managing the full project life cycle. Defining project scope, goals and deliverables.

● Preparing and monitoring a fully base-lined resourced plan. Ensuring on-time delivery of all activities. 1 Jude Ukwu

COMPUTER SCIENCES CORPORATION (CSC), UK

ITIL Project Analyst May 2008 – Sep 2015

● Planning, designing, developing, implementing and maintaining Business Intelligence (BI) systems.

● Managing daily service operations on clients' sites along with RAID log and budget management.

● Producing OBS, WBS, CBS, defining activities, estimating durations and reporting as-built progress.

● Coordinating service activities relating to new ITSM account takeover ensuring project delivery.

● Transitioning accounts liaising SLA’s, OLA’s and UC’s ensuring utility and warranty are met.

● Providing Knowledge Transfer (KT) to members of staff and leveraged groups around the world. COMPUTER SCIENCES CORPORATION (CSC), UK

IT Service Analyst May 2005 – April 2008

● IT Infrastructure support to users of MS Office, Lotus Notes, Primavera and other bespoke applications.

● Deploying software via SDO, SCCM and with remote control tools.

● Managing and supporting asset deployments and re-deployments.

● Allocating and granting server-accounts access rights on active directory. PREVIOUS EXPERIENCE 1996 - 2004

● 3 years business personal assistant to a building material dealer in Germany.

● 1 year data analyst to a tobacco marketing corporation in Germany.

● 4 years self employment and further self development in Germany. References are available upon request

EDUCATION

● UNIVERSITY OF NORTHAMPTON UK: MSc IT Service Management

● BERUFSSCHULE BURSCHEID KÖLN GERMANY: Groß- und Außenhandelskaufmann

● RWTH AACHEN UNIVERSITY GERMANY: German as a foreign language WORK TRAININGS & CERTIFICATIONS

Ads Search, Green, Blue and Black belts Prince2 ITIL Performance Coaching Prince2 Practitioner Virtual Project Management Six Sigma Awareness Google Analytics Google Adwords Google Shopping Intelligent Process Automation The Service Desk and Incident Management Global Demand & Resource Management SAP Financials

HOBBIES

New business ideas enthusiast, Cycling; And travelling around the world 2 Jude Ukwu

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