Mish-Al Biscombe

 Implemented automated processes on CRM systems to gather reporting data from various departments to support management in making data-driven decisions.
 Executed an AWS project to move data to the cloud ensuring improved security and data availability.
 Managed resource planning and prioritized workload.
 Streamlined business operational processes and outsourced high administrative areas optimizing staff efficiencies by 10%.
 Implemented online paid advertising strategies including Facebook and Google optimization, sales funnel optimization, and relationship building via email marketing improving revenue by 12%.
 Financial management through effective monthly and quarterly income and expenses reporting.

 Formed part of a global team which standardized project methodologies across BNP Paribas Personal Finance entities in the AMER and EMEA regions to ensure global standardization and consistency in output documentation during project phases.
 Managed project-related financials OPEX and CAPEX, including planning, actuals, variances, quote approvals, and sign-offs for multiple projects with a total value ranging from €500k to €1M.
 Owned and managed a portfolio consisting of 4-7 strategic projects; developing project plans, controlling project scope, change control processes, risks and issues, and mitigation plans.
 Led cross-functional and cross-border delivery teams to project closure and retrospectives.
 Provided weekly project status and burn reports to the relevant project stakeholders and clients.
 Managed PMO resource allocation and prioritization between projects and negotiation with related project managers.
 Ensured project governance protocols are compliant for each project.
 Implemented IT and business change management communications and required approvals.


Digital Strategy:
 Enhanced the RCS online customer acquisition system within all 38 brand/partner stores (4100+ individual stores) overseeing the IT infrastructure deployment, system development, marketing, contact centre alignment, sales, and distribution processes providing an omni-channel experience for customers.
 Here is the link to the Online Application Form for web. This reduced the customer journey application time from 5-7 days down to 10 minutes due to backend integrations into various external server provider systems.
 Developed 23 mobile apps for RCS and partner brands with cash loans, store credit, pay-my-account features increasing revenue by 15%.
 The following are links to a few applications developed and implemented, RCS Mobile App, Money Credit Mobile App, Cape Union Mart Mobile App.
 Self-service features were implemented on these mobile applications which resulted in the reduction of call volumes at the contact centre by 18%.
 Led key technical architecture, data office and client discussions and managed external delivery teams.
 Managed key stakeholders through effective communication and reporting.

Operational Strategy:
 Improved the account closure process within the RCS contact centre environment through the implementation of an account closure bot (Robotics Process Automation - Artificial Intelligence) vastly enhancing the efficiency at which accounts are closed. Reducing human intervention by over 80% and increasing speed to account closures by over 90%. Created the Centre of Excellence hub for future bots onboarded.
 Executed the operations CRM migration to a new agent-friendly web-based cloud CRM platform improving operation efficiencies and reducing operational cost by 8%.

 Executed infrastructure rollouts to over 3000 users nationally including stores, distribution centres and regional offices.
 Implemented Microsoft Azure and Skype for Business product at Head Office and Australian counterparts David Jones.

 Implemented SDLC projects enhancing claims, new business and underwriting processes and systems including P.P.I Act requirements. Reported directly to the CIO.
 Managed a portfolio of 6-8 strategic projects and upwards of 20 system enhancements.

 Analysed and implemented efficient internal business processes improving visibility of activities across departments, ensuring standardization and enhanced quality output within shorter timeframes.
 Implemented a new CRM system ensuring customization and configuration in line with company requirements.

 Supported the network migration project rolled out to all 3500 stores nationally to a new service provider.
 Planned and delivered a variety of infrastructure assets to stores nationally leveraging regional field engineers for in-store deployments.

 Increase the market share of the leading cigarette brand (Peter Stuyvesant) in South Africa by building strong relationships with key stakeholders and customers and constantly executing projects enhancing Brand Awareness through targeted events and activities,
 To understand consumer needs and behaviour for research and report findings to brand team,
 Ongoing competitor analysis - planning counter strategies, execution and evaluation (learning’s and recommendations),
 Conversion of opposition consumers to the Peter Stuyvesant brand on a monthly basis through thorough understanding of their wants and the execution of relevant brand events,
 Territory Management of the Central Business District (CBD) through monitoring sales and market share,
 Develop Marketing Initiatives to expose the brand e.g. ‘Caddy Development Project’ which exposed the brand giving back to the community by upgrading caddy skills furthering enhancing their career, (4 month project)
 Project Management - Organizing a total approximately 10 Brand Image events over the December period in-line with brand objectives,
 Weekly and monthly Reports on Market activity. SWOT analysis and Territory Operational Plans,
 Database Management on Siebel,
 Organize, manage and track progress on all allocated Regional Operational Resources.