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David Baker 260 Goffs Lane Goffs Oak Herts. EN7 5QE

Home: 01992 620302 Mobile: 07979 655720 Email: dave@davebaker.me.uk

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N F O R M A T I O N

British 18/11/1966

Place of Birth: Marital Status:

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London Single

B J E C T I V E

I am looking for an opportunity to utilise my consulting, business analysis and team management experience to deliver first class technology and process solutions in line with strategic business objectives.

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M P L O Y M E N T

Sabbatical

August 2008 to Date

Voluntary redundancy from The Carphone Warehouse Group. I travelled around Australia and Europe, completed a building project and assisted a close friend setting up a new business. I have also donated time to assist a registered charity with selling advertising space, designing and publishing their annual fund raising magazine.

The Carphone Warehouse Group

January 2006 to July 2008

Head of Business Analysis: TalkTalk Telecommunications Responsible for Business Analysis team within the TalkTalk business. Key accountabilities included: - Team management: Coaching, performance management, team building, resourcing - Business Analysis Champion: Stakeholder management, Strategic planning - Quality Management: Technical standards, best practice, continuous improvement The team consisted of a mixture of permanent and contract analysts across multiple locations working with both in-house and off-shore developers and testers. Implemented UML based methodology throughout the team - involving internal & external training, adoption of new tools and change management throughout the organisation. Completed major implementation of new customer management and billing solution for the 2.8million customer base, utilising a Chordiant/SingleView technology platform. Business Analysis Team Manager: Online & Customer Relationship Management Line management responsibility for a team of business analysts specialising in Customer Relationship Management (CRM), Contact Centre & all Online projects within the Carphone Warehouse Group. Key duties included senior stakeholder management, resource allocation, staff development, impact assessment of future projects, strategic planning. Transitioned On-line Business Analysts to an Agile based analysis / development process. Proudest achievement was the transformation of the BA team morale, which led to a significant increase in staff retention and BA performance – as recognised by key business & IT stakeholders.

Solutions Architect – Centrica

June 2005 to December 2005

Helped establish a new team to provide thought leadership in the area of CRM and Contact Centre technologies. Completed a detailed assessment of the current state capabilities and a timeline of short, medium & longer term recommendations for improvement. This included a proposal for re-architecting the telephony environment to provide significant short term cost savings & operational simplification, as well as building a platform to support the longer term move to a Voice Over IP infrastructure.


Senior Principal - eLoyalty (UK) Ltd

November 1998 to May 2005

Business/Functional Lead: Global Media Company Led a team in Australia scoping the business requirements and functional design for a multisite contact centre project. The solution encompassed updated call routing, CTI and desktop applications. All project deliverables were signed-off within aggressive time, quality and cost targets and enabled a swift transition into development. Responsible for developing the requirements and business case for a multi-channel, multisite campaign management system. Functional Architect: Mobile Telecommunications Company Responsible for delivering a number of innovative, business focussed IT solutions, building upon the base Clarify and CTI implementation: - Deep integration with Genesys Outbound Dialler, Email and Web modules - Unique customer loyalty/retention functionality - Complex integration with eGain knowledge management application Functional Architect: Cable Telecommunications Company Responsible for the Business Design & implementation of the Clarify Clear Sales Module for a major UK cable services operator. The role included: preparation of the proposal, business requirement definition, technical design evaluation, development support, system test manager & training material preparation. The delivered solution is enabling the sales organisation to work more productively, understand who are their most profitable accounts & allocate resource accordingly, increase sales conversion ratios and improve forecasting accuracy. Business Analyst: Mobile Telecommunications Company Responsible for the implementation of an enterprise wide CRM application. The role encompassed the complete project life-cycle including: Business requirements specification, package selection, system design, development team leader & testing manager. The project was delivered across the company on time and within budget. The technical solution integrated Clarify with the client’s legacy systems, together with eLoyalty’s Cockpit CTI Desktop solution to provide a comprehensive & unified desktop environment for the users. A bespoke solution was designed & developed to meet the client’s ambitious outbound marketing campaign strategy. This Cockpit/Clarify solution contributed towards the client winning the Outbound Marketing Campaign Award at the 1999 Irish Call Centre of the Year Awards. Process Analyst: Mobile Telecommunications Company The role included the documentation of operational processes across all customer contact units, analysing the current processes and helping to provide a series of short, medium and long term recommendations for improved productivity, consistency, customer satisfaction & staff morale. As a result of the process work, I identified the requirement for and developed a trouble ticketing database system in Microsoft Access, for use by first & second level support staff based across different geographic locations.

National Westminster Bank PLC

August 1985 to October 1998

February 1998 to October 1998: Business Analyst - Operations & Change Management Responsible for leading a range of projects aimed at implementing change within the bank’s corporate sector. The projects typically involved a combination of operational & IT solutions but were always driven by Business need. The most important aspect of the role was to bridge the gap between the senior business users and the relevant development teams.


The last deliverable was the successful implementation of a new system for opening nonsterling bank accounts for International Trade & Banking Services. This consisted of a new Client/Server application interfacing with an IBM Mainframe, supported by streamlined business processes. This has increased accuracy levels and significantly reduced the time taken to open accounts. November 1995 to January 1998: Development Manager - Electronic Banking Leading a team tasked with developing a suite of PC based electronic banking products, aimed at the bank’s corporate and small business customers. Responsibilities included project management, requirement specification and documentation, technical analysis, budget management, software development, implementation and benefits management. The role required a strong business focus, allied to a broad range of forward thinking technical solutions to ensure that all IT deliverables met stringent cost, time and quality standards. The products developed enabled NatWest to achieve the leading market share in electronic banking services within the UK corporate market. November 1990 to October 1995: North London Corporate Business Centre Provided a broad spectrum of banking services to a portfolio of corporate clients. Emphasis was placed strongly on relationship development, achieving an in-depth understanding of each company’s internal operations, market, competition, strategy and objectives. Combined with detailed financial analysis/modelling, this allowed for the provision of a bespoke banking package, encompassing the full range of NatWest products and services. A notable achievement was the successful negotiation for the complete banking business of a firm of international management consultants. I was appointed project manager in charge of the transfer, which involved 16 countries and a combined annual turnover in excess of £200M. August 1985 - October 1990: Branch Banking A thorough grounding in all aspects of branch banking from cashiering to interviewing customers and preparing credit applications. This experience has proved invaluable in terms of man-management, team skills and customer orientation.

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D U C A T I O N

GCE ‘A’ Level - 2 Passes:

Economics, Government and Political Studies.

GCE ‘O’ Level - 6 Passes:

Biology, Economics, English, Geography, Mathematics, Religious Knowledge.

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E C H N I C A L

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K I L L S

Amdocs Clarify CRM Suite: Call Centre, Support & Sales modules Microsoft Office skills to an advanced level & have designed & developed production Microsoft Access database applications. Development skills include Visual Basic, Delphi and Web technologies such as HTML, JavaScript, JSP & PHP - which I regularly use for prototyping solutions with clients. Formal Analysis techniques used include Structured Systems Analysis & Design Method (SSADM) & Unified Modelling Language (UML). IBM Rational Suite – RequisitePro Requirements management application. Completed certified training in Cisco System’s Intelligent Contact Manager (ICM) product. Training and practical experience in the PRINCE 2 Project Management methodology. Thorough knowledge of all versions of Windows operating systems and have also received training and experience in Graphical User Interface design and System and User Acceptance Testing.

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N T E R E S T S

Active interest in sport and regularly participate in football, tennis and running. In less energetic moments enjoy photography, travelling and trying to keep up to date with advances in personal computer technology and home entertainment/automation.

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David Baker CV