Head of Business Operations

• Dec 2022 - Present

Business Analyst

• Jul 2020 - Nov 2022

Infrastructure Specialist (Hardware)

• Jun 2019 - Jul 2020

• Hardware work stream lead within an Agile full tech refresh project for 1500 retail sites with the vision of creating the Pharmacy of the Future.• Rethinking the traditional ways of working and creating an engaging customer experience journey.• Writing hardware tender (RFP) to make sure it is fit for purpose and oversee the tender process through all the stages - documenting, evaluating, meeting with suppliers, answering questions. • Presenting to senior management and stakeholders as well as acting as business ambassador and building relationships during industry events and visits with suppliers. • Involved in creating a new and improved support model and its transition to the service desk for post go live.• Ability to work under pressure – changing the way the business operates, willing to have difficult conversations and working consistently to meet deliverables and key dates. • JIRA user for managing iterations and showcase workflow to the ART and the business. Show less

Customer Experience Specialist

• Jan 2019 - Jun 2019

• Part of a new capability focused on improving customer experience and journey.• Working with enterprise level clients to ensure fulfilment and satisfaction across daily operations. • Tracking systems health and operability and reporting back or escalating issues to senior management. • Dealt with client’s complaints and taken initiative towards resolving problems by suggesting improvement. • Analysed data and created reports to summarise operational metrics on a weekly and monthly basis. • Actively involved in implementing changes to improve systems and capabilities. • Striving to ensure all KPIs and goals are met and business value is provided persistently. Show less

IT Computer Operations 24/7

• Jul 2018 - Jan 2019

• Incident management: control centre for UK IT Infrastructure estate and the primary point of escalation for any incidents relating to networks, data centres and other business critical technologies.• Working in a 2-man team on a 12-hour shift pattern, providing 24/7 technical support and monitoring activities to ensure optimal performance and up-time across the UK IT estate.• Developed good working relationship with teams across the business and understood interoperability. • Willingness to learn: Passed 8 exams in 1 year from the first try as part of an Infrastructure Technician apprenticeship. • Built a 5-project portfolio to demonstrate a wide range of competencies and behaviours through work activities (communication, problem solving, IT security, Remote Infrastructure, Workflow, Health and Safety).• Process mapping/refinement: improved IT Operations procedures following Lean methodology. • Workflow and task management: Effective in prioritising workflow and completing assignments with personal assertiveness. Significant part of the role involved completing set monitoring daily/weekly schedules with tasks occurring at a certain time and dependant on each other. • Used various networking and remote infrastructure tools including Solarwinds, Remote Desktop Connection, Unix server monitoring (batch jobs), Security reports, Tape backup solutions. Show less

IT Service Desk Analyst L2

• Mar 2017 - Jun 2018

• Proven desire to improve service by completing a total overhaul of the IT Service Desk knowledge base increasing the total number of articles from 300 to 1200, re-organised and uploaded on a new SharePoint site.• Fast paced environment and working under pressure: often working alone, had to resolve or escalate issues at pace in line with operating procedures, ensuring all affected users are informed of the impact and updated with progress.• Championed the idea of creating a weekly IT roundup newsletter for the service desk to increase awareness of current events master incidents/ changes. • Consistently resolving 20 incidents per day (100% more than standard SLA) while escalating or updating progress for all other ones.• Trained 3 new team members on the Level 2 Desk, extensively explaining all operations and keeping track of their progress to improve their performance.• Business Improvement through initiative: Challenging the day to day normality and constantly trying to improve service efficiency though proposing new projects and assuming further responsibilities.• Improved business processes by studying current practices: Starters, Leavers and Changes, hardware repair guides, Stock takes procedure, Network troubleshooting and others. • Consistent excellent communication with an array of external vendors and partners for escalating issues or providing updates. • Arranged knowledge experience sessions (inter-team knowledge exchange) • Adaptable learning: Proven ability to grasp technical expertise rapidly; having knowledge of Lloyds and AAH Operations, Service Delivery, Telephony infrastructure, SharePoint. Show less

IT Service Desk Analyst L1

• Nov 2016 - Feb 2017

• Answered approximately 350 calls per week with a First Time Fix Rate of 75% on average while accurately logging or escalating over 95%.• Hardware & Software troubleshooting: Confident in taking computers apart as well as investigating root causes of various software and hardware faults through problem solving skills. • Monitored estate operational status through various network monitoring tools.• Constantly improving data quality and escalation procedure standards to comply with business views. • Quickly embraced the company’s ICARE values (Integrity, Customer First, Accountability, Respect, Excellence) and striving to apply them in all daily tasks.• Trained 3 new L1 starters from 2 months after joining the company.• Achieved promotion to L2 after demonstrating excellent results during the first 4 months. Show less

Delivery Team Coach

• Mar 2016 - Jun 2016

• Assisted delivery manager with all prerequisite operations for setting up the delivery workstation. • Performed various specific tasks such as replenishing, stocking new lines, cubing and hanging clothing items within the specific required time frame and with consistent accuracy. • Assigned to train new members of staff and assuring productivity of the team. • Complied to all health and safety regulations within the working environment. • Maintained a high standard of cleanliness and organization throughout both the active working space and the rest of the stockrooms. • Performed various shift management operations via the company’s internal system such as adjusting hours, completing delivery or adding staff. • Responsible for bringing in all deliveries and making inventory before and after every shift. Show less

Sales Consultant

• Sep 2014 - Nov 2015

• Assisted around 200 customers per day with product information, purchases and service in a polite and focused manner, showing reliability and genuine interest. • Accurate and efficient till operation including cash/card payments, refunds and exchanges for up to 100 transactions per day. • Professionally answered multiple telephone calls per day relating to store/department or stock availability. • Adhered and worked efficiently within all established company guidelines. • Stock control, floor management and merchandising. • Consistently used own initiative in order to complete all tasks and maintain a high level of efficiency in delivering outstanding customer service. Show less