Experience

Checkout.com

• United Kingdom
• Financial Services
• 700 & Above Employee

• Engineering Manager

  • Sep 2021 - Present

  • Collaborating closely with the product manager and internal stakeholders to plan and prioritize development projects. • Leading a team of 7 software engineers, ensuring their well-being and productivity through effective management practices. • Taking ownership of multiple services handling over a hundred million weekly requests, involving the design of scalable solutions with minimal downtime. • Managing substantial processes, such as migrating sensitive data from a legacy service… Show more • Collaborating closely with the product manager and internal stakeholders to plan and prioritize development projects. • Leading a team of 7 software engineers, ensuring their well-being and productivity through effective management practices. • Taking ownership of multiple services handling over a hundred million weekly requests, involving the design of scalable solutions with minimal downtime. • Managing substantial processes, such as migrating sensitive data from a legacy service, requiring meticulous planning and coordination across teams. • Designing services to efficiently manage high loads, emphasizing scalability, reliability, and the implementation of technologies for optimal performance. • Responding to incidents in real-time, collaborating with other teams to ensure the best outcomes for customers and maintaining service stability. • Prioritizing a customer-centric approach during incidents and throughout service management, with a keen focus on enhancing user experience and satisfaction.

• Senior Software Engineer

  • Apr 2018 - Sep 2021

  • Developing C# applications using both Dotnet Core 3.1 and .Net framework • Experience developing for cloud hosted services through AWS such as ECS, DynamoDb, SQS, and S3 • Use of TDD and BDD testing strategys • Acceptance testing using Javascript and the Mocha library • Designing applications to fulfil both smaller and larger scale business problems • Mentoring team members to ensure the team performs optimally • Substituting for team lead • Developing using Agile and… Show more • Developing C# applications using both Dotnet Core 3.1 and .Net framework • Experience developing for cloud hosted services through AWS such as ECS, DynamoDb, SQS, and S3 • Use of TDD and BDD testing strategys • Acceptance testing using Javascript and the Mocha library • Designing applications to fulfil both smaller and larger scale business problems • Mentoring team members to ensure the team performs optimally • Substituting for team lead • Developing using Agile and Scrum • Extensive experience of SQL using SQL Server and AWS Aurora based on MYSQL • Experiance using Docker and Docker Compose for application development, testing, and running applications when deployed in the cloud using AWS ECS • Continuous integration and delivery using tools like Teamcity, and Octopus



Cashplus Bank

• United Kingdom
• Banking
• 200 - 300 Employee

• Software Developer

  • Apr 2016 - Apr 2018

  • Designing and developing internal workflow systems to automate numerous manual functions for example letter production, risk and fraud operations, and task tracking. • Design and development of RESTful API services to provide backend methods for internal applications utilising the .NET framework. • Built and maintained Jenkins build server and integrated several elements to continuous improvement development process for example Scan Code licence detection tool, Unit test analysis, Code… Show more • Designing and developing internal workflow systems to automate numerous manual functions for example letter production, risk and fraud operations, and task tracking. • Design and development of RESTful API services to provide backend methods for internal applications utilising the .NET framework. • Built and maintained Jenkins build server and integrated several elements to continuous improvement development process for example Scan Code licence detection tool, Unit test analysis, Code metrics and quality, and OWASP dependency checker. • Build deployments and fix issues using Octopus deploy. • Work with other internal teams and stakeholders to develop solutions that are fit for purpose and expandable in the future. • Development and design of complex SQL schemas using SQL server directly and ORM’s such as the Entity framework. • Work with the quality assurance teams to ensure software is appropriately tested before deployment.

• SQL Analyst

  • Nov 2012 - Apr 2016

  • Working with the Fraud and Risk team to translate complex requirements into easily used reports that can be used to detect and prevent potentially fraudulent account activity. • Produce monthly reporting analysing the Operations department performance and adherence to service level agreements. • Producing presentations using data from SQL server for dissemination to the wider business an example of this is a monthly presentation which is distributed to company directors helping to… Show more • Working with the Fraud and Risk team to translate complex requirements into easily used reports that can be used to detect and prevent potentially fraudulent account activity. • Produce monthly reporting analysing the Operations department performance and adherence to service level agreements. • Producing presentations using data from SQL server for dissemination to the wider business an example of this is a monthly presentation which is distributed to company directors helping to ensure the company adheres to the 6 basic outcomes for treating customers fairly. • Production of call forecasting for the company call centre based on past call volumes and several correlated metrics placed into a multiple regression to forecast the call volume over several business types. • Creation of workflow database in Microsoft Access utilising VBA for the Operations team which is imported into SQL Server each morning using SQL Server Integration Services. • Creation of ad-hoc reports on short notice often joining several tables spread over multiple databases from multiple internal and external sources to allow easy digestion of complex data by the end user. • Working with IT and Marketing teams to develop data structure’s and resulting reporting for several projects examples of which are the company IVR and mobile application. • Regularly dealing with multiple requests ensuring that prioritisation is given to the most urgent requests. • When necessary raising potential issues to the relevant senior management while also proposing potential issues where appropriate.

• Risk Officer

  • Jul 2011 - Nov 2012

  • Investigating fraudulent activity on customers accounts with the main aim of preventing fraudulent activity where possible and performing remedial action as necessary. • Providing and giving advice to customers around taking short term loans and overdraft facilities. • Developing and maintaining a collections strategy and the systems surrounding this. • Producing and developing daily reports and monthly mission information. • Developing and producing procedures and processes… Show more • Investigating fraudulent activity on customers accounts with the main aim of preventing fraudulent activity where possible and performing remedial action as necessary. • Providing and giving advice to customers around taking short term loans and overdraft facilities. • Developing and maintaining a collections strategy and the systems surrounding this. • Producing and developing daily reports and monthly mission information. • Developing and producing procedures and processes for new Collections team. • Migrating Collections work to to an external call centre.



Student Loans Company

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Advisor

  • Sep 2008 - Jul 2011

  I began my career with Student Loans working as a customer advisor dealing with general queries for students and their sponsors regarding the application process for student loans. To do this effectively I have developed an in depth knowledge of student loan process. Within a month of starting with the company I was promoted to the second tier of customer advice and I now deal with more complex queries that require a greater level of investigation and expertise. This requires me to use my… Show more I began my career with Student Loans working as a customer advisor dealing with general queries for students and their sponsors regarding the application process for student loans. To do this effectively I have developed an in depth knowledge of student loan process. Within a month of starting with the company I was promoted to the second tier of customer advice and I now deal with more complex queries that require a greater level of investigation and expertise. This requires me to use my problem solving skills and knowledge of student finance regulations to give first call resolution to a customer’s issue. I have been seconded to provide administrative and statistical support for Student Finance England’s recent outbound calling project. This opportunity has allowed me to develop my networking skills through working with management within several areas of the company to develop and roll out an efficient and successful campaign that gives value to our external customers whilst also working to reduce inbound calls from customer. I had an important role within this campaign working with several bespoke systems including an automated predicative dialler as well as developing and maintaining a manual system to provide the call data to agents and to also provide accurate performance statistics to management. This was achieved through a combination of data retrieved from the Micro Strategy business information system and extensive use of Microsoft Excel to provide work for agents and track their efficiency. I have also been required to monitor agents throughout the day actively switching their call skills from the outbound project to other work streams as call volumes and other business needs dictate. Show less I began my career with Student Loans working as a customer advisor dealing with general queries for students and their sponsors regarding the application process for student loans. To do this effectively I have developed an in depth knowledge of student loan process. Within a month of starting with the company I was promoted to the second tier of customer advice and I now deal with more complex queries that require a greater level of investigation and expertise. This requires me to use my… Show more I began my career with Student Loans working as a customer advisor dealing with general queries for students and their sponsors regarding the application process for student loans. To do this effectively I have developed an in depth knowledge of student loan process. Within a month of starting with the company I was promoted to the second tier of customer advice and I now deal with more complex queries that require a greater level of investigation and expertise. This requires me to use my problem solving skills and knowledge of student finance regulations to give first call resolution to a customer’s issue. I have been seconded to provide administrative and statistical support for Student Finance England’s recent outbound calling project. This opportunity has allowed me to develop my networking skills through working with management within several areas of the company to develop and roll out an efficient and successful campaign that gives value to our external customers whilst also working to reduce inbound calls from customer. I had an important role within this campaign working with several bespoke systems including an automated predicative dialler as well as developing and maintaining a manual system to provide the call data to agents and to also provide accurate performance statistics to management. This was achieved through a combination of data retrieved from the Micro Strategy business information system and extensive use of Microsoft Excel to provide work for agents and track their efficiency. I have also been required to monitor agents throughout the day actively switching their call skills from the outbound project to other work streams as call volumes and other business needs dictate. Show less



Santander Consumer (UK) plc

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Customer Service Advisor

  • Mar 2004 - Sep 2008

  I regularly used my problem solving skills to deal with customer queries relating to new and existing mortgages. I believe I deliver excellent customer service and I have demonstrated my ability to achieve sales leads targets and meet deadlines. I have achieved ‘Buddy Status’ which means I mentor and support several of my team members with the aim being to help them achieve targets and improve their skills and I have also been involved in call monitoring and feeding back results to agents. In… Show more I regularly used my problem solving skills to deal with customer queries relating to new and existing mortgages. I believe I deliver excellent customer service and I have demonstrated my ability to achieve sales leads targets and meet deadlines. I have achieved ‘Buddy Status’ which means I mentor and support several of my team members with the aim being to help them achieve targets and improve their skills and I have also been involved in call monitoring and feeding back results to agents. In addition, I have been a part of the Agent Open Forum that gave me an opportunity to discuss with the management the concerns of my team and to deliver feedback to the team, including training needs issues. Show less I regularly used my problem solving skills to deal with customer queries relating to new and existing mortgages. I believe I deliver excellent customer service and I have demonstrated my ability to achieve sales leads targets and meet deadlines. I have achieved ‘Buddy Status’ which means I mentor and support several of my team members with the aim being to help them achieve targets and improve their skills and I have also been involved in call monitoring and feeding back results to agents. In… Show more I regularly used my problem solving skills to deal with customer queries relating to new and existing mortgages. I believe I deliver excellent customer service and I have demonstrated my ability to achieve sales leads targets and meet deadlines. I have achieved ‘Buddy Status’ which means I mentor and support several of my team members with the aim being to help them achieve targets and improve their skills and I have also been involved in call monitoring and feeding back results to agents. In addition, I have been a part of the Agent Open Forum that gave me an opportunity to discuss with the management the concerns of my team and to deliver feedback to the team, including training needs issues. Show less