Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

AMY IRWIN

PMO / Account Manger
BRACKNELL,Berkshire

Summary

Accomplished PMO Manager with extensive experience in high-value project management, contract management, and team leadership. Demonstrates strong analytical skills, budgeting expertise, and proficiency in cost control and risk reporting. Adept at utilising prince2 frameworks and Agile methodologies to ensure successful project delivery. Proven track record in stakeholder engagement, process improvement implementation, and compliance. Committed to continuous professional development with a focus on Lean Six Sigma practices and quality management. Career goal: to leverage comprehensive PMO processes knowledge to drive organisational success through effective project planning and execution.

Overview

18
18
years of professional experience
4000
4000
years of post-secondary education
1
1
Certification

Work history

PMO Account Manager

Gov Facilities Services Limited
London, United Kingdom
03.2017 - 04.2025
  • Company Overview: Gov Facility Services Limited, United Kingdom
  • Managing effective execution of core processes of project, programme or portfolio of projects between £21m to £70m
  • Analysing high volumes of data, c£21-£70m worth of annual project work
  • 10 +/- Years of in-depth knowledge of Program/Project planning and Managing PMO Office
  • Extensive experience in program and life cycle management, both in FM (Facilities Management) sector and Minor Capital Projects, applying different methodologies to meet business requirements
  • Sound knowledge of project planning, budgeting, and cost control
  • Excellent analytical skills, with ability to make decisions & recommend solutions
  • Risk reporting, through operational and financial gateways for current and future works.
  • Supply analytical data on program performance reporting, to Senior, external and internal Stakeholders in finance, commercial, projects delivery
  • Managing and leading project team, to strict deadlines.
  • Recruitment – Managing appointment / Onboarding and Training
  • Use of variety of software programs to manage workflow, produce high level reporting, Partnership BUR and collaboration between GFSL and Customer
  • Smart sheet's software program – implemented/executed and training projects team.
  • CEMAR
  • Extensive knowledge
  • Requested to Quote, working with commercial team, identifying what's in scope and out of scope, commercial governance, compliance with PCR (Project Closure Report) 2015
  • Recommendation
  • Compensation Events
  • Early Warning Notices
  • Final Accounts
  • Managing and approving supplier requisitions, orders, invoices, and payment application.
  • Managing supplier part payment receipts, supplier invoicing receipts to payments, ensuring Projects IOH, GRNI report is low in goods not receipted.
  • Management and delivery of year-end analyses and Financials
  • Provide leadership, direction and help integration activities across multiple functions to ensure successful project implementation and support
  • Gov Facility Services Limited, United Kingdom
  • Assured timely delivery of products and services to meet customer expectations.
  • Worked closely with product development teams for customising offerings according to client needs.
  • Resolved client issues promptly, ensuring high levels of satisfaction.
  • Prepared detailed reports to provide insight into account performance.
  • Developed new strategies with focus on customer retention.
  • Facilitated training sessions to upscale junior team members.
  • Led team meetings for efficient communication and project updates.
  • Achieved client satisfaction by managing key accounts effectively.
  • Managed business relationships to ensure loyalty and long-term commitment.
  • Established strong rapport with clients through regular communication.
  • Coordinated with finance department to manage account finances efficiently.
  • Implemented customer service policies, enhancing client experience.
  • Handled customer concerns and complaints to resolve issues and build loyalty.
  • Generated KPI reports to illustrate overall performance.
  • Analysed client feedback to highlight areas in need of improvement.
  • Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
  • Increased client satisfaction, implementing strategic account plans to foster growth.
  • Placed customer orders, providing guidance on product delivery timeframes.
  • Provided customers with price information and handled financial transactions.
  • Analysed sales data for identifying opportunities for growth.
  • Arranged and attended networking events, expanding professional contacts and prospects.
  • Developed new strategies with focus on customer satisfaction.
  • Customer Satisfaction Surveys
  • Facilitated Training Sessions
  • Collaborated with Senior Leadership team for achieving shared objectives.
  • Developed new strategies with focus on customer retention.
  • Collaborated with Senior Leadership Team for achieving shared objectives.
  • Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
  • Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
  • Monitored customer trends and account performance to proactively identify and rectify challenges.
  • Documented account activity and worked within data security guidelines to safeguard confidentiality.
  • Cultivated strong rapport with clients and stakeholders to support long-lasting partnerships.
  • Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Built rapport with new and existing customers from diverse cultural backgrounds
  • Maintained quality assurance standards for all products and services.
  • Used management software and data analysis to forecast year end budget

Quality Assurance Manager

Greystone's Aviation Components
South Africa
01.2007 - 01.2017
  • Spearheading Aircraft Maintenance and Aircraft Components/Technical control formed significant aspect of role.
  • Scheduled Management Meetings and preparation thereof
  • Managed and successfully executed Internal & External Audits (Civil Aviation representative), adhering to Civil Aviation regulations
  • Manage Team of 8+-/ skilled professional, aircraft engineers, optimising their performance and fostering collaborative work environment.
  • Recruiting apprentices, Training, and mentoring team members to ensure their skillsets aligned with Civil Aviation Regulations.
  • Generating monthly and yearly financial reports, supplying critical insights into Budget allocation, cost management, and expenditure optimisation.
  • Formulated and implemented robust policies and procedures.
  • Operating in tightly regulated industry, ensuring strict adherence to Civil Aviation Regulations.
  • Conducting both internal and external annual audits following ISO 9001:2008 standards.
  • Engaged in continuous professional development activities enhancing personal skills and knowledge base in field.
  • Promoted transparency and open communication encouraging feedback from all team members regarding operational challenges and suggestions for improvements.
  • Troubleshot technical issues swiftly preventing delays in production schedules.
  • Initiated timely corrective actions whenever defects were identified during audits.
  • Ensured customer satisfaction by maintaining rigorous product inspection standards before dispatch.
  • Streamlined operational processes to enhance productivity without compromising on quality.
  • Mitigated potential risks by carrying out thorough risk assessments regularly.
  • Conducted regular audits to ensure regulatory compliance.
  • Developed comprehensive quality control procedures ensuring optimal product manufacture.
  • Collaborated with other department heads, improving overall company operations and efficiency.
  • Upheld health and safety protocols within workplace minimising accidents or incidents.
  • Managed supplier relationships to guarantee high-quality materials were sourced consistently.
  • Maintained up-to-date procedures for complaints and compliance.
  • Adhered to compliance and business timetable to meet set deadlines.
  • Oversaw employee performance to monitor and enforce compliance with company standards.
  • Led team training sessions for improved performance and understanding of quality standards.
  • Managed conflict resolution amongst team members fostering harmonious work environment.
  • Upheld health and safety protocols within workplace minimising accidents or incidents.
  • Maintained up-to-date knowledge of industry trends and regulations, aiding in informed decision-making processes.
  • Reviewed production processes, identifying areas for improvement.
  • Implemented preventive measures reducing incidents of nonconformance with set standards.
  • Engaged in continuous professional development activities enhancing personal skills and knowledge base in field.
  • Facilitated collaborative working environment, improving communication between team members and departments.
  • Provided administrative support to manage annual review processes for programmes.
  • Performed periodic operational checks of data held within database to uphold quality standards.
  • Assisted with drafting, reviewing and finalising Standard Operating Procedures and Work Instructions.
  • Collated required documentation to support external reviews and audits.
  • Updated individual service audit spreadsheets with review results.
  • Attended meetings and submitted decisions made to senior management for approval.
  • Mitigated potential risks, implementing proactive strategies to address key issues.
  • Implemented and maintained complaints and compliance action tracker to improve production standards.
  • Contributed to development of guidelines, processes and documentation to meet required business standards.
  • Analysed data from external sources to identify potential product and service issues.
  • Prepared timelines for pipeline development projects to manage stakeholder expectations.
  • Tracked performance metrics proactively identify areas of concern.

Personal Fitness Trainer

Self Employed
Umhlanga, Durban North,, South Africa
02.2010 - 09.2016
  • Organised outdoor boot camp activities for diversified workout options
  • Conducted body composition tests to assess client's physical status.
  • Ensured safety during workout sessions by providing proper equipment instructions.
  • Engaged in consistent professional development to stay abreast of industry trends.
  • Taught proper weightlifting techniques to prevent injuries.
  • Designed group fitness classes for variety and dynamic training options.
  • Implemented flexibility exercises into routines, enhancing overall movement range.
  • Reinvigorated outdated fitness classes by introducing new workout styles.
  • Developed dietary plans for enhanced health and well-being.
  • Kept meticulous records of each client's progress, ensuring consistency in training.
  • Tailored exercise routines according to client's individual needs, resulting in increased satisfaction.
  • Promoted healthy lifestyle changes alongside workout regimes, contributing to comprehensive wellness approach.
  • Offered motivational support during challenging workouts, leading to improved performance.
  • Fostered positive relationships with clients through excellent communication skills.
  • Trained clients to practise proper form, posture and technique.
  • Consulted with clients to define goals and fitness capacity.
  • Grew customer base through referrals based on customer satisfaction and results.
  • Explained exercises clearly to help clients move safely with maximum effort and results.
  • Motivated and enthused participants to reach fitness goals through positive reinforcement.
  • Integrated warm up and cool down routine at session start and end.
  • Planned fun exercise classes for varying ages, abilities and fitness levels.
  • Devised new programmes and monitored client progress.
  • Built positive relationships with clients to encourage continued class attendance.
  • Guided clients on proper nutrition and exercise habits for optimum results.
  • Developed new or modified existing routines to avoid injuries.
  • Developed nutrition plans to complement exercise.
  • Encouraged and motivated clients during training sessions to maximise strength.
  • Stayed current on fitness trends and research to integrate innovative techniques into training programs.
  • One to One Training and Groups of 0-20

Education

Lean Six Sigma - Yellow Belt Certification -

Continuous Improvement Projects Ltd
London
2023

Distinction Level 5 - Fitness

ETA Leading Sport And Fitness Education
Kwazulu Natal, South Africa
09.2012

ISO9001:2008 Internal/External and Supplier Auditing -

Wynleigh International
South Africa
10.2010

High School Diploma - Diploma

Danville Girls High School
South Africa
12.1996

Skills

  • PMO Lead Management (8/9yrs)
  • Contract Management Experience
  • Commercial Experience
  • Leadership Experience
  • Analytical Skills
  • Risk Reporting
  • Training and Development
  • Knowledge of prince2 frameworks
  • Financial Reporting
  • Programme Scheduling
  • Risk analysis
  • High-value project management
  • Budget management
  • Agile project management
  • Performance Development and Tracking (PDC)
  • Lean Six Sigma - Yellow Belt
  • Processes & Procedures - Improvement / Implementation
  • Stakeholder Relationship Management
  • Systems and software programmes
  • Business continuity planning
  • Relationship-building and management
  • Partnership development experience
  • Budgeting proficiency
  • Team Leadership
  • Business development
  • Account management
  • Employee management
  • Oracle
  • Business development and planning
  • Compliance requirements
  • Client Relationship Management
  • Product lifecycle understanding
  • Account budget management

Certification

  • Microsoft Office Advanced,
  • Oracle Accounting Package
  • CEMAR Program
  • Civil Aviation Regulations,
  • IATA - Dangerous Goods
  • ISO9001:2008 Internal/External and Supplier Auditing
  • First Aid Course
  • Qualified personal trainer
  • Lean Six Sigma Yellow Belt Certification, 08/01/21
  • iHASCO - Health and Safety Essentials
  • Diversity Equity
  • Knowledge of NEC
  • CPD Certified – Manual Handling
  • CPD Certified - Display Screen Equipment
  • CPD Certified - Public Sector Equality and Diversity
  • CPD Certified – Fire Safety,
  • CPD Certified – Safeguarding Children
  • CPD Certified - Safeguarding Adults

Accomplishments

  • Employed a strategic approach, leveraging in-depth knowledge of government policies and procedures to ensure assurance and compliance were consistently achieved.
  • Proactively identified previously unnoticed departmental needs that were critical for enhancing business performance and operational efficiency.
  • Expertly identified deviations from standard operating procedures and conducted thorough root cause analyses.
  • Transformed strategic plans into tangible outcomes by setting clear, concise objectives.
  • Successfully ensured project success by vigilant monitoring of project progress, proactively identifying potential bottlenecks, and implementing preventive measures. This approach led to consistent achievement of project milestones and goals.
  • Garnered praise and pay award recognition for exceptional dedication and meticulous attention to detail during a rigorous audit conducted by the Government Internal Audit Agency (GIAA). Swift and effective actions resulted in meeting audit requirements promptly and achieving desired outcomes.
  • Pioneered the formulation of a novel project pipeline utilising Smartsheet's software program. This innovation streamlined project tracking, resource allocation, and timeline management, significantly enhancing project efficiency and transparency
  • Earned a coveted position on the Job Evaluation Panel Team, demonstrating expertise and a keen understanding of evaluation methodologies. This role underlines my commitment to contributing company strategic decision-making processes.
  • Implementation of the Escorts Management Office – Supported an external change manger

Affiliations

  • Health and Fitness Lifestyle
  • Adventures
  • Community
  • Music
  • Baking
  • Creativity
  • Dance / Expression
  • Pool League (Team Prince of Wales)

Timeline

PMO Account Manager

Gov Facilities Services Limited
03.2017 - 04.2025

Personal Fitness Trainer

Self Employed
02.2010 - 09.2016

Quality Assurance Manager

Greystone's Aviation Components
01.2007 - 01.2017

Distinction Level 5 - Fitness

ETA Leading Sport And Fitness Education

Lean Six Sigma - Yellow Belt Certification -

Continuous Improvement Projects Ltd

ISO9001:2008 Internal/External and Supplier Auditing -

Wynleigh International

High School Diploma - Diploma

Danville Girls High School

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AMY IRWINPMO / Account Manger