Experience

Robiquity

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• • Nov 2019 - Present

  As Quality Assurance Director, I am responsible for ensuring the highest quality delivery and best practice adherence within all Robiquity client programmes. I take ownership of our A.T.O.M™ delivery methodology and I'm responsible for the internal training and upskilling for vendor certifications. With over 8 years industry experience, I am pioneer in RPA (an RPA beta site veteran).

• • Jan 2017 - Nov 2019

  As Delivery Services Director, I support with leveraging RPA enablement to the Partner and End User community. We offer ‘Robiquity’ branded or ‘White Labelled’ accredited resources to any global location. Our people can support you in the delivery of full RPA projects, or offer the guidance needed to build a scalable, resilient RPA capability .Our range of delivery services include; • General Bid, RFP and POC support• Remote control room hosting• Mentoring services • Process and coding health checks• On site / remote process development solutions • RPA monitoring and architecture / virtualisation design and implementationIf you are a new to market Partner short on capability, an existing Partner working at capacity, or an end user looking to build your internal virtual workforce, please e-mail me directly on ezwarra@robiquity.com. Show less



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Blue Prism Developer

  • Jun 2013 - Dec 2016

  Overall responsibility for developing processes using Robotic Processing Automation (RPA) tool and supporting our offshore back office account c.300 FTE. Responsibility for 164 virtual robots as well as maintaining the development roadmap and development time. Successes include: •Developing processes using RPA to deliver a reduction of 78 FTE in our offshore staff, during 2014 an annual cost saving of over £1m. •Developing remaining back office processes to deliver a reduction of 50 FTE in our offshore staff, during 2015 an annual cost saving of c.£640,000. •Developing new processes to support the introduction of self-serve via RPA for our partners, which reduced calls into service by 25%, increased CSAT and delivered a reduction of 12 FTE in our onshore staff, with an annual cost saving of c.£280,000. Ultimately this lead to the offshoring of the remaining complex queries and the dissolvement of the UK Partner Service line. •Developing on both our existing and new processes using RPA to ensure growth and efficiency – recently reached processing of over 1.3m transactions a month. •Process Development to improve customer experience and reduce SLA’s. One process reduced from 72 hour SLA to 2 hour SLA since moving to RPA, with multiple processes running with an actual processing time of within 1 minute. •Gave demonstrations of RPA to potential clients of Blue Prism including a global bank and a large financial institution amongst others. Shared successes in the Blue Prism agility forums. •Training offshore FTE to support with day to day monitoring of RPA operations and process scheduling. •Manually installed the application version upgrade of our RPA tool in May 2015, including design, planning, testing schedule and regression testing. •Scheduling regular reviews of existing processes to ensure they are operating efficiently. •Hosting online meetings to demonstrate the capabilities of RPA for on-going projects and potential clients. •Trained a CS agent on Blue Prism Show less



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• • Jan 2011 - Jun 2013

  •6 months of on-site and off-site training with Blue Prism staff, to learn configuration of the Blue Prism application.•Achieved the advanced accreditation for the configuration of Blue Prism software.•Trained a Credit Agent on the configuration of Blue Prism, who is now a team member.•Using Six Sigma principles, liaising with our offshore Partner enabled me to gain process knowledge, which I then used to identify good candidates for automation and feed our work stack.•The automation of basic back office processes offshore that had the greatest return were, SIM Swaps (17 FTE), Handset Unlatching (8 FTE),Transfer Of Ownerships (2 FTE) and Bill Disputes (1 FTE).•Provided essential bespoke reporting to existing clients using RPA. Show less

• • Jan 2006 - Jan 2011

  •Received Six Sigma training to carry out project delivery on process improvement. •Identified the need for new processes or amendments to existing processes.•Changed processes following business procedures to resolve issues.•Ran daily reports on work processed via our offshore partners to ensure that work had been carried out to agreed standards and was accountable for these quality levels.•Managed transactions to meet the agreed business SLA's and dealt with non-compliance / exceptions caused by the originating clients.•Logged work in and out including updating the progress on the tracking system (Work flow tool/Database).•Monitored Outlook mailboxes on a forecasting and daily basis and managed level loading.•Liaised with outsourcing partners in order to resolve transaction issues.•Built ongoing relationships with clients to build a culture of ‘Correct data in’ and ‘Right first time’. Show less



BT Cellnet

• Telecommunications
• 1 - 100 Employee

• New Business Adviser

  • Sep 1996 - Jan 2006

  •Took data from a variety of sources and using my knowledge of the systems completed the required tasks. Identified the need for new processes or amendments to existing processes. •Managed the transactions completed onshore ensuring these were completed within SLA and to the required quality level through training, reporting and applying due diligence. Dealt with non-compliance / exceptions caused by the originating clients. •Liaised with other Service Providers to resolve any transaction issues with Service Provider Migrations or Porting between networks. Show less



BT Mobile

• Bradford, United Kingdom

• Customer Service Agent

  • Mar 1996 - Sep 1996

  •Trained to use skills and behaviors to deliver a world class customer service. •Took ownership for the successful resolution of customer enquiries/complaints regarding the use of the BTMobile network. •Built ongoing relationships with other departments within the company to assist in resolving customers queries efficiently. •Proactive in identifying and recommending change to drive improvement and to build the learning environment in line with business objectives. •Made myself conversant with all new products and services, technology and processes as they became available. Show less