Emmanuel Mlay
Leigh,Lancashire
Summary
Accomplished professional with extensive expertise in project coordination and management, business analytics, and strategic planning. Demonstrates exceptional communication skills, effective team leadership, and a strong client relations focus. Proficient in agile project management, KPI management, and supply chain experience. Adept at developing and delivering impactful presentations, utilising marketing and sales strategies to drive business growth. Committed to leveraging organisational skills and problem-solving abilities to achieve optimal results in dynamic environments.
Organised Coordinator with talent for streamlining operations and enhancing team cohesion. Delivered impactful project outcomes by fostering collaboration and ensuring timely completion of tasks. Known for transforming chaotic processes into structured, efficient workflows that drive measurable improvements.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work history
PIA (Physical Infrastructure Access) coordinator
ITS Technology group LTD
Warrington
2023.11 - 2026.05
- Assisted in coordinating physical infrastructure access (PIA) activities by submitting notices of intent and managing network adjustments for fibre deployment.
- Tracked multiple build projects using APX, www.Monday.com, Open-reach portal, and Salesforce to ensure task completion within timelines and quality standards.
- Generated reports on project progress, compliance status, and identified risks to support senior management and stakeholders.
- Improved workflow efficiency by developing process improvements.
- Streamlined team communication by implementing effective coordination strategies.
- Facilitated cross-departmental meetings for improved collaboration efforts.
- Assisted in budget preparation and financial planning procedures.
- Oversaw daily operations ensuring consistency in quality and service delivery.
- Managed multiple projects, ensuring organisation and efficiency.
- Coordinated project tasks for successful and timely completion.
- Maintained all project documentation, guaranteeing accuracy and accessibility.
- Implemented risk management strategies to mitigate potential issues.
PMO Project Coordinator
Liberty Global Virgin MediaO2 LTD
Manchester, Greater Manchester
2022.12 - 2023.11
- Assisted in implementing project governance processes and templates for upcoming projects.
- Conducted routine checkpoint meetings with project managers to discuss lessons learned and project plans.
- Created SharePoint site to track project progress, enabling stakeholders to access updates independently and increasing visibility of project developments.
- Coordinated squad meetings covering 12 different topics, ensuring all squads were aligned with their deliverables.
- Managed new engagements within team, alongside delivery roadmap, ensuring clear communication with all stakeholders.
- Supported project managers by organising stakeholder meetings and maintaining up-to-date project workbooks and monthly reviews, including any ad-hoc tasks.
Customer account management/Technical Support Spec
Virgin Media
Manchester
2020.05 - 2022.11
- Managing over 40 customers per day on installation process for new and existing customer accounts and Provided Technical support in broadband, TV and phone line services which included VoIP (voice over internet protocol). Addressing faults, resolving issues and enabling diagnostics throughout all media platforms.
- Provided information for customers on new software and features introduced through business website. Tailored offers and discounts in relation to customer profiles which lead to increase in sales for organisation.
- Case load management on existing customers utilising software features such as Kana via day to day basis to track progress on information complaints.
- Routinely used CRM, Launchpad, Work day, Finesse, Microsoft office, outlook and IComs.
Customer Relation Executive
LSH Auto Mercedes Benz - stockport branch
Stockport, Cheshire
2019.09 - 2020.03
- Management of issues for existing customers and responding to enquiries for potential customers. Service and care plan Management.
- Provided information about new and used vehicles and recommending services for customer’s vehicles. Upsold new and used vehicles.
- Ensured KPIs and sales target met daily on sales leads, service intervals and outbound output which lead to average increase on sales by 3% for the department.
Customer Solution Specialist - Rac Breakdown LTD
2016.11 - 2019.09
- Assisted existing customers to ensure vehicle break downs were responded to sufficiently. Dispatched mechanics to various regions in the UK and updated customers on mechanics arrivals. Liaised with clients such as HSBC, Barclays, Mercedes and Motability to ensure their members were covered with full entitlements.
Customer Service Health Associate - Vitality Health LTD
2015.01 - 2015.09
- Improved customer’s health and lifestyle. Enhanced customer’s health insurance and advice. Introduced customers to new health partners. Maintained and managed on average 50 customers per day on comprehensive product information.
- Capitalised on link selling opportunities which increased overall basket spend. Utilised bestselling lines and feature hotspots.
- Identified customer needs and confidently closed sales.
Education
International Business Management BA (HONS) - Accounting and Finance
Manchester Metropolitan University
Manchester 2015.01 - 2018.06
Diploma - Accounting and Finance
Manchester Metropolitan University
Manchester 2014.06 - 2015.01
Skills
- Project coordination and management
- Business analytics and reporting
- Effective communication skills
- Team leadership and collaboration
- Client relations and engagement
- Strategic planning and utilisation
- Presentation development and delivery
- Organisational skills and adaptability
- Problem-solving abilities
- Team player mentality
- Professional demeanour
- Communication expertise
- Project lifecycle knowledge
- Supply chain experience
- Agile project management
- KPI management
Affiliations
- Gym enthusiast
- casual footballer on a weekend 11 a side team
- Food enthusiast
Timeline
PIA (Physical Infrastructure Access) coordinator
ITS Technology group LTD
2023.11 - 2026.05
PMO Project Coordinator
Liberty Global Virgin MediaO2 LTD
2022.12 - 2023.11
Customer account management/Technical Support Spec
Virgin Media
2020.05 - 2022.11
Customer Relation Executive
LSH Auto Mercedes Benz - stockport branch
2019.09 - 2020.03
Customer Solution Specialist - Rac Breakdown LTD
2016.11 - 2019.09
International Business Management BA (HONS) - Accounting and Finance
Manchester Metropolitan University
2015.01 - 2018.06
Customer Service Health Associate - Vitality Health LTD
2015.01 - 2015.09
Diploma - Accounting and Finance
Manchester Metropolitan University
2014.06 - 2015.01