Colin McLaren
System Analyst at Phoenix- Claim this Profile
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Bio
Credentials
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BSC in Systems Development
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Experience
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Phoenix
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India
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Information Technology & Services
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200 - 300 Employee
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System Analyst
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Sep 2018 - Present
Part of SLA Group - Working on the splitting up of the IVR connection between SLA & Phoenix so our customers data isn't compromised. Working on Fraud analysis to ensure Fraud Callers are highlighted as soon as possible. Also currently along with an Actionable Insight project to enhance performance of our IVR system to make the customer experience as easy as possible whilst using data to route calls as accurately as feasible first time. Part of SLA Group - Working on the splitting up of the IVR connection between SLA & Phoenix so our customers data isn't compromised. Working on Fraud analysis to ensure Fraud Callers are highlighted as soon as possible. Also currently along with an Actionable Insight project to enhance performance of our IVR system to make the customer experience as easy as possible whilst using data to route calls as accurately as feasible first time.
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abrdn
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United Kingdom
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Financial Services
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700 & Above Employee
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System Analyst in Natural Language
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Jan 2011 - Present
Job profile change from Business Analyst to System Analyst. Working with development of Natural Language Intelligent Voice Recognition for Standard Life. Business Requirements, oversee build, Testing, and Implementation with Production Support. Developing key relationships with external supplier of our IVR system (Salmat).Also dealing with Production IVR problems working closely with BT support staff, mainly coordinating between Standard Life staff, BT & Salmat. Ensuring stromg relationships are created, developed & maintained.Currently dealing on a Digital Contact Centre Project upgrading our various communication applications to provide a Digital experience for our customers & move into modern technology. My focus is telephony & IVR across all areas within Standard Life. Helping with requirements, signing off technical specs, writing system tests, carrying out complex system testing, supporting acceptance testing & also being involved in implementation.
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Business Analyst in Natural Language
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Nov 2009 - Jan 2011
Moved from Automated Work Distributer (DST Application, for paperless working) to role in Natural Language as Business Analyst.
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Business Analyst in AWD (Automated Work Distributer)
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May 1999 - Nov 2009
Working with AWD, Automated Work Distributer. Analysis of Business Requirements, Building AWD flows, System Testing, Managing Acceptance Testing, Training, Implementation & Production Support
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Customer Service Representative
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Oct 1986 - Apr 1999
Worked initially in Customer Services, dealing on a daily basis with our customers.Also worked as an assistent Team Leader for a period before leaving to join IT world.
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Standard Life UK
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United Kingdom
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Financial Services
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700 & Above Employee
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System Analyst
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Jul 1986 - Present
I'm currently working on the Retirement Outcomes Review project. Legislation from the FCA Review to help customers understand their Pensions & give more information at key times around their NRD and beyond. I'm currently working on the Retirement Outcomes Review project. Legislation from the FCA Review to help customers understand their Pensions & give more information at key times around their NRD and beyond.
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Education
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1980 - 1986
Penicuik High School
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