1. Date: 16-Jan-2017Page 1 of 4Resource Manager:
Abigail Bergan-Gander United Kingdom
Education
Qualifications A Level - C in Psychology
Uckfield Community Technology College, United Kingdom
A Level - B in Information Technology
Uckfield Community Technology College, United Kingdom
A Level - D in English Literature
Uckfield Community Technology College, United Kingdom
AS Level - E in Geography
Uckfield Community Technology College, United Kingdom
GCSE - B in English Literature
Lewes Old Grammar School, United Kingdom
GCSE - B in Maths
Lewes Old Grammar School, United Kingdom
GCSE - B in Information Technology
Lewes Old Grammar School, United Kingdom
GCSE - C in English Language
Lewes Old Grammar School, United Kingdom
GCSE - C in Chemistry
Lewes Old Grammar School, United Kingdom
GCSE - C in Physics
Lewes Old Grammar School, United Kingdom
GCSE - C in Home Economics
Lewes Old Grammar School, United Kingdom
GCSE - C in Geography
Lewes Old Grammar School, United Kingdom
GCSE - C in French
Lewes Old Grammar School, United Kingdom
GCSE - D in History
Lewes Old Grammar School, United Kingdom

2. Date: 16-Jan-2017Page 2 of 4Resource Manager:
Languages
English Fluent
French Basic
Professional experience
Profile I have 6 years experience of using and developing MS CRM Dynamics.
Prior to joining Optevia/IBM I worked in Local Government, 3 years spent working
in Waste Management as systems administrator followed by 2 years working as the
Council’s CRM Business Analyst including the implementation of the system. I joined
Optevia in 2013 and I have recently added basic project management to my skills by
undertaking that function as well as development of the system with 2 customers who
were very pleased with the manner in which I undertook this.
I understand the customers requirements and I am able to scope and analyse business
processes and provide customer demonstrations.I have the ability to develop good
relationships with customers and this has been very beneficial at times when a need has
arisen to handle challenging issues either face to face or by telephone.
I also provide detailed documentation throughout the project including the Statement of
work, Functional description and Service Definition Documents to user training guides
for the bespoke system.
I am able to design and build entities to meet the customers need with an understanding
of Javascript.
Key Skills MSCRM V4, 2011, 2013 & 2015/16
Basic Javascript
Basic XML
Project Management
Customer service skills
Microsoft systems
Sifter and issue management
System testing
Analytical skills
Documentation writing
Key Courses and
Training
Javascript training,
Institute of customer services communications award,
Career History 09/2016 - To date
IBM, United Kingdom
CRM Consultant
Microsoft CRM Dynamics design, development, documentation testing and
demonstrations.
04/2013 - 09/2016
Optevia ltd, United Kingdom
CRM Consultant
Working on and developing MSCRM V4, 2011, 2013 & 2015/16.
Basic Project Management on 2 projects.
Working from and monitoring Sifter and issue management
System testing including UAT fixes.
Documentation.
04/2011 - 04/2013
Wealden District Council, United Kingdom
CRM Business Analyst.

3. Date: 16-Jan-2017Page 3 of 4Resource Manager:
I developed services in the CRM for all departments in the council. I analysed their
business requirements based on process flows that they provided me with and I then
developed a service which streamlined their current processes. These services were
used in the Contact Centre where only basic training was given to the operator, which
meant that all services had to be self explanatory. I also redesigned the Councils FOI
system so that this ran solely through the CRM.
01/2010 - 08/2010
Wealden District Council
Waste Management Officer
This was maternity cover for 3 days a week alongside my systems role. I was required to
make visits to members of the public at their homes about refuse and recycling issues.
I also carried out Duty of Care visits to businesses and educated customers on the best
way to deal with their waste.
08/2008 - 04/2011
Wealden District Council, United Kingdom
Waste Management Admin Officer (Systems)
I was responsible for updating the system, managing and maintaining the database. I
provided training to all members of staff on GroupWise, DataMap and Uniclass. I also
updated the GGP database for the NLPG. In addition to this I gained an extensive
knowledge of writing and running Crystal Reports.
02/2008 - 06/2008
The Pig and Butcher
Chef/Barmaid
I worked as a barmaid dealing with the public on a regular basis, dealing with all
customer relations matters and cash handling; I have also run kitchens single handed in
accordance with food hygiene procedures. I prepared orders and dealt with suppliers
and organised other staff.
08/2007 - 09/2007
Blue Arrow recruitment agency
Office Temp
I worked at Brighton University and at South Downs College carrying out administration
and payroll roles dealing with customer enquiries and general internal and external
phone calls.
07/2006 - 09/2006
Wealden District Council
Customer Services Officer
This was a temporary position during the summer holidays. I worked as part of a
small team meeting the needs of the public on reception at the Councils Offices in
Crowborough. Enquiries I dealt with included housing and planning issues, plus the
production of free bus passes for eligible residents. I was also responsible for post
distribution and franking outgoing mail.
10/2002 - 01/2007
The Foresters Arms
Kitchen Assistant

4. Date: 16-Jan-2017Page 4 of 4Resource Manager:
I assisted the chef in all food preparation and prepared hors d’ouvres and desserts on
my own. In addition I waited on tables and I was responsible for cleaning the kitchen
and washing up.
Other relevant information
Other job-related
activities
Maresfield Parish Councillor.
Basic DBS clearance.