Mr Rickie Heer22 Roebuck Green

CippenhamBerkshireSL1 5QY

Tel: 01628 315448Mob: 07949 371970

Email: rickieheer@hotmail.com

SPECIALISMS

Business Systems

Salesforce Reporting & Dashboards Salesforce Case Management Business Process Analysis SFDC Business Trainer Salesforce Workflow and Rule Management Configure Price Quote (CPQ) Salesforce Advanced Reporting Data Management & Migration

Order to Cash (QTC) Process Mapping, Management & Improvement Team Structure and Reorganisation Process Implementation Project Management

Lean Six Sigma Green Belt qualificationBusiness Qualifications SFDC ADM 201 qualified (equivalent) Summer ‘14

Salesforce/Servicemax Certified Administrator

EXPERIENCE

February 2015 – Present Business Systems & Process Manager (Salesforce/Servicemax)Dorma, Wilbury Way, Hitchin, Hertfordshire, SG4 0ABDORMA is the trusted partner for premium access solutions and services enabling better buildings

To support the Service businesses of DORMA, and it’s acquired businesses, through the integration processAnd on-going system support and business process improvements. Determine the needs of the business to ensure that the Processes and systems implemented within the service environment are best in class. Understand the capabilities of Systems, Implement the new system throughout the regional service teams and provide support to employees in regard to the newSystem and process. In addition, ensuring employees receive statutory required training. 0 Direct Reports

MilestonesBusiness

Lead Project Management team with Process and System implementation Created bespoke training and support documentation for users and senior leadership group Implemented induction training program along with HR and conducted all induction session for various roles Lead role within project team to define service processes and systems and how they align to the market

requirements Implemented a Manage Process and System change request process to drive simplicity, efficiency and

effectiveness Created Business Process Charter along with Process Maps and SLA documentation Lead Project Manager for implementation of upgrade to global software solution Liaised with various department heads to ensure resource allocation and availability where needed Implemented job evaluation surveys Implemented Super User adoption within each core function to enable the business to reach self-sustainability Supervising and monitoring progress made via training programs including NPS for each session Dashboard creation for both functional teams and senior leadership to provide 360° view of business

performance

December 2013 – September 2014 Business Systems & Process ManagerClimate Energy, Stephenson House, 2 Cherry Orchid Road, Croydon, CR0 6BAClimate Energy has provided a complete range of energy efficiency solutions to Local Authorities, housing Providers, utility companies, developers and homeowners across London and South East England. Its servicesSpan all aspects of energy efficiency, from consultancy and project management through to Delivery at a local level via a national network of accredited assessors and installers

Responsible for 2 business functions with a primary focus on management of business Systems and Processes Company wide. Responsibilities and Experience includes – Integration of 3 company acquisitions. Project Manager for implementation of eTech And CRM system. Manage Process Reviews and review of business structure to ensure Efficiency. Introduction and creation of Company KPI’s and Performance Management procedure ensuring key KPI’s are met and shown. Attend Board Meeting Business Reviews and provide update on Schemes Performance. Ensure Schemes team performance is managed and maintained daily Through Management team Day to day management tasks including goal setting and development plans, ensuring career paths Are mapped for individual members of the team supported by 1-2-1 and review Meetings. 21 Direct Reports (3 Managers)

Milestones

Departmental

Constructed and implemented KPI’s and Performance Management Defined Job Roles and Responsibilities for a new structure Establishment of an Internal Audit function, utilized existing staff with industry experience to drive

performance and accuracy Set up of ‘Collaboration Meeting’ between key functions to ensure communication is productive Achieved ISO 9001 accreditation for Individuals and Team

Business

Project Managed migration and implementation of new IT system utilized by various departments – Long term gains include a reduction in turnaround time of <1 day and overall admin cost reduction per lead equating to >30k per year

Created and Defined company process maps ensuring team KPI are in place and tracked with agreement from departmental Heads

November 2007 – December 2013 Salesforce Order to Cash & Customer Service Manager EMEAPitney Bowes Software, Minton Place, Victoria Street, Windsor Pitney Bowes Software enables corporations and governments to acquire, serve and grow customer Relationships through the Provision of location intelligence, data management and customer communication Management software, data and services

Responsible for 4 business functions including Order Processing, Customer Care & Fulfillment, UK & EMEA wide. Responsibilities and Experience includes - Integration of 3 company acquisitions. Implementation of financial Systems. Support Rollout for Salesforce.com & OTC order management system. Heavily involved in Internal Process reviews, Including Sarbanes Oxley guidelines and Global projects including consolidating license activation systems. Introduction and creation of numerous databases & Guides for recording, tracking and Reporting Purposes Ensuring key KPI’s are met and shown. Primary contact for mediation and resolution of Formal Customer Complaints received EMEA wide. Member of the Extended Leadership improvement Committee. General Day to day management tasks including goal setting and development plans, ensuring career paths are mapped for individual members of the team supported by 1-2-1 and review meetings. 13 Direct Reports

MilestonesOrder Processing

Reduced order turnaround by 5 days within 6 months achieving highest performing KPI in company history Achieved highest accuracy KPI for orders received from Sales from 81% to 95% within 4 months Reduced team from 11 to 9 members as part of companywide redundancies without affecting team

performance Performance managed two members of my team to senior level promotions within the company Created an open team environment ensuring clear communication between my groups and other key

departments Created a reporting link between legacy system and SalesForce to allow fluid business reporting Successfully passed with merit internal and external audits for 5 years

Fulfillment

Successfully created and implemented new fulfillment team responsible for order fulfillment throughout the EMEA business

Implemented digital fulfillment throughout EMEA, eliminating physical shipments. Cost save to the business annually of >$350k while in turn creating an online store for all product ranges

Reduced turnaround times of customer upgrades from 16 days physical to 5 days Digital

Customer Care

Reduced average customer case turnaround by 3 days in the first month Restructured team ensuring 24/7 coverage for EMEA customers utilizing various other teams Set up new team structure including personnel hiring, resources, systems, redefining processes, SLA definition

and ensuring EMEA acceptance Introduced Customer Care to German customers working with regional office Introduced Customer Care to French customers working with regional office Implemented customer care surveys process enabling customers to provide feedback on their experience

October 2003 – November 07 Business Operations Executive Xerox UK Ltd, Bridge House, Oxford Road, Uxbridge Global Document Company based in Uxbridge. To act as the centre of competence and proactively support the Customer and the sales community in all the aspects of order Processing

Accurate input of order information into bespoke computer systems, to ensure that equipment is delivered in line with customer expectations and subsequent billing is correct.

To act as the first point of contact and manage the sales team order book, ensuring the order book status is effectively communicated.

Support sales to enable the accurate completion of order/contract paperwork so that orders are 100% accurate when signed by the customer.

Prioritise own workload to ensure that all orders are processed within agreed timeframes. Respond to and resolve customer queries within target timeframes and ensure

relevant problem management systems are updated as appropriate. Comply with all relevant business rules and internal process controls to ensure that

business contracts are 100% compliant. Support team members during business peaks and absence as appropriate. Carry out Audits on team to maintain high standard of work throughout the

Department Cross changed to learn Production work and Wide Format specialist parts of the

business Project Manager for new 2 Tier Process

ADDITIONAL INFORMATION

Full Clean Driving Licence Advanced Computer Literacy within: Microsoft Word, PowerPoint, EXCEL, ACCESS, Outlook Extensive knowledge of Salesforce and reporting tools such as Citrix experience

EDUCATION

Sep1993 – July 1998 Northolt High School Northolt, Middlesex

7 GCSE’s B to C grades including; Mathematics, English Language, English Literature, Science, Business Studies and Geography

August 1998 – 2000 Advanced GNVQ (Merit) in Business OperationsUxbridge College, Uxbridge, MiddlesexCovered: Marketing, Advertising, Finance, IT, Law, Economics, Mathematics, Human Resource Management.

Oct 2006 – Oct 2007 Lean Six Sigma (Green Belt) Xerox/Six Sigma, Uxbridge

Covered: DMAIC (Define, Measure, Analyse, Improve, control), DMADV (Design, Measure, Analyse, Design, Verify)

Oct 2009 – Oct 2010 Licence to Lead Management Course External Course, Harlow, Essex

Covered: Competitive Intelligence, Leadership and Change Management, Knowledge and Information Strategy, Accounting and Decision Making, Operations Management and Service Excellence, the Fundamentals of Project Management, Project Management Best Practice Frameworks and Organisations and Project Management

Oct 2009 – Oct 2010 OCR NVQ Level 7 Management and Leadership East Berkshire College, Slough

Covered: Manage your own resource, provide leadership for your team, Develop productive relationships with colleagues, Ensure your own actions reduce risks to health and safety

Oct 2012 – Oct 2013 PWC Software Revenue and Recognition PWC, Henley

Covered: Software revenue recognition within law, applying the rules and related pronouncements of software R&R, finance implications