Emma Nguyen

Emma​ ​Nguyen Business​ ​Process​ ​Manager​ ​at​ ​Department​ ​for​ ​Transport​ ​(DfT),​ ​United​ ​Kingdom- Summary I have proven skills and impacts as a project leader with a focus on designing, developing and implementing new agile processes, as well as data handling, cleansing and migration. Highly organized and with strong communications skills, I create transparent, prioritised project frameworks (goals, workflows, milestones, processes) and consistently deliver top-quality, timely​ ​results. Experience Business Process Manager at Department for Transport (DfT), United Kingdom January 2017​ ​-​ ​Present Business Process Management includes project planning, process review workshops with senior stakeholders, benefits realisation design, risks management, presenting/pitching to directors and continuous improvement cycles. As part of the role I work with different teams within​ ​group​ ​finance​ ​to​ ​identify​ ​processes​ ​which​ ​would benefit from formal review either because of the business need or higher level Government plans. Agile project prioritisation using plan vs business objective scoring and maturity matrix scoring to support benefits planning and realisation. Project management using Trello to monitor and organise progress linked with gantt charts to share in real time current state and any changes/additions to the plan, which I present to directors monthly. During each review areas for improvements are identified and presented to Process owners and stakeholders so that they may work within a continuous improvement cycle to make any agreed changes. I have also been asked to help facilitate process reviews outside of the agreed plan to ensure the same principles are used to create standardised process maps and ensure​ ​the​ ​best​ ​results​ ​can​ ​be​ ​achieved. As part of my role I am also a digital champion, which involves taking part in events to support the wider DfT department with their digital needs and skills. I have given workshops on using Trello to my own team, others in my division and also other divisions, also speed training events where staff can get 5 minute taster training on different digital tools/skills. I have also created the below different tools for colleagues to help them: - Star of the month nomination forms and tracking - Success register submission form - Working day calendar file creation (to import entries into your work diary) - Social activity event registration form Social​ ​events​ ​committee Application Support Manager at Department for Transport (DfT), United Kingdom January 2016​ ​-​ ​January​ ​2017​ ​(1​ ​year) Working to support the wider Group Finance team using my agile knowledge and experience. For​ ​one​ ​project I designed and created a new agile service desk management process using online google tools, automating email notifications and a unique ticket ID allocation process which for the first time allows users and support staff track status and assignment. This newly created data is being updated live which has allowed for more robust SLA's and KPI tracking providing better reports and data visulisations using Power BI. This had led to being contracted to external team on additional projects to automate and simplify processes using online tools available including google documents and Trello. I am the teams source of agile knowledge and expertise often being asked to help on other projects to help align them to the​ ​agile​ ​methodologies​ ​using​ ​fail​ ​fast,​ ​daily​ ​scrums,​ ​sprints​ ​and​ ​other​ ​agile​ ​tools. Technical Customer Service Manager at Datalogic Solutions Ltd October 2014 - January 2016​ ​(1​ ​year​ ​3​ ​months) Managing the technical support of our diverse customer base for the Harmony brand by: Client services management, leading to 7 new excellent online reviews on GetApp. Single handled 1st line response and resolution of support calls (previously a team of 6). Implemented Scrum agile business value vs estimated time scale to manage product backlog. Implemented on-boarding workflow management to halve project completion time. Planned/managed releases to ensure clients have latest software. Reduced support calls by 50% and resolved outstanding customer issues. Ran User Acceptance Testing (UAT) of new software features and bug fixes. Onboarding clients: software integration, implementation and​ ​training. Client Services and Product Development Analyst at G.H. Financials July 2013 - August 2014​ ​(1​ ​year​ ​1​ ​month) Designed, developed and implemented new agile processes to benefit company and client by: Sharpen communications with clients to develop systems suited to their needs. Automated processes and developed system documentation so all global team members can perform​ ​core​ ​tasks​ ​and​ ​to​ ​reduce​ ​average​ ​daily​ ​task​ ​time​ ​from​ ​3-4​ ​hours​ ​to​ ​minutes. Risk Monitoring and Control Analyst at G. H. Financials April 2011 - July 2013 (2 years 3 months) Streamlined processes and systems to: Reduce average time to perform risk assessments by 50%. Created new workflows in ‘Service Now’ to improve processing of client requests ,rebate applications, issues reporting between upstream and downstream clients.​ ​Managed​ ​Risk​ ​Limit​ ​Monitoring​ ​(RLM)​ ​online​ ​tool​ ​to​ ​administer​ ​client​ ​trading​ ​limits. Office​ ​Manager​ ​March​ ​2010​ ​-​ ​April​ ​2011​ ​(1​ ​year​ ​1​ ​month) Customer Service Representative at Queensland Motorways June 2009 - September 2009 (3​ ​months​ ​contract) Administrative​ ​Assistant​ ​January​ ​2009​ ​-​ ​April​ ​2009​ ​(3​ ​months​ ​contract) Wrote Macros in VBA to compile progression data reports for students - Forecasting student performance for future academic year, by statistical analysis for the pro dean - Forecasting student progression onto 2nd and 3rd year and final results against predictions - Wrote Macro​ ​for​ ​data​ ​results​ ​flagging​ ​to​ ​do​ ​with​ ​averages,​ ​Q1,​ ​Q2​ ​etc.​ ​percentiles. Restaurant​ ​Manager​ ​September​ ​2008​ ​-​ ​December​ ​2008​ ​(3​ ​months) Account​ ​Administrator​ ​May​ ​2008​ ​-​ ​August​ ​2008​ ​(3​ ​months) Customer Management Executive at UniChem Ltd ​March 2007 - May 2008 (1 year 2 months) Call​ ​Centre​ ​Advisor​ ​October​ ​2006​ ​-​ ​January​ ​2007​ ​(3​ ​months) Education Kingston University - Company 1st year, Computing with Statiatics, 2005 - 2006 Kingston College Foundation, Science, 2004 - 2005 Graveney School Art, Mathematics, English,​ ​Science,​ ​Spanish,​ ​1995​ ​-​ ​2000