Experience

DfE Digital, Data and Technology

• United Kingdom
• Government Relations Services
• 1 - 100 Employee

• Product Manager

  • Oct 2020 - Present



Department for Education

• United Kingdom
• Government Administration
• 700 & Above Employee

• Associate Product Manager - adult skills

  • Oct 2019 - Oct 2020

  - Alpha exploring online training in the adult learning market, with a specific focus on tutor support. - Extended Alpha exploring how adult learners needs have changed during the Covid 19 outbreak. - Alpha exploring online training in the adult learning market, with a specific focus on tutor support. - Extended Alpha exploring how adult learners needs have changed during the Covid 19 outbreak.



Transport for Greater Manchester

• United Kingdom
• Truck Transportation
• 500 - 600 Employee

• Agile Product Owner

  • Sep 2017 - Oct 2019

  - Product Management of the digital projects to improve how the travelling public interact with Transport for Greater Manchester. - Outlining the vision for products using Agile methodologies. Writes stories and acceptance criteria to outline the requirements of products within a multidisciplinary team. - Iterates and maintains products over time to continually meet user needs. - With a strong emphasis on putting customers first, utilises user research to ensure that any solutions are appropriate and evidence based. - Training and coaching of new digital products to key stakeholders. Show less

• Caseworker

  • Nov 2015 - Nov 2017



Parliamentary and Health Service Ombudsman

• United Kingdom
• Government Administration
• 200 - 300 Employee

• Case Worker

  • Aug 2015 - Nov 2015



AQA

• United Kingdom
• Education Administration Programs
• 700 & Above Employee

• Orders and Results Team Leader

  • Mar 2015 - Aug 2015



BSS

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Careers service manager

  • Jul 2011 - Feb 2015

  • I lead a team of up to 15 careers professionals, delivering information and advice via email, web and telephone. • Responsible for the recruitment, management and development of all members of the team, including performance management and regular appraisals. I work in line with all relevant HR policies and procedures, including the equal opportunities, safeguarding and disciplinary procedures. • My team regularly exceed specific quality targets and KPIs, have shown continuous improvement and received extremely positive customer feedback. • Designed and delivered induction training to all new starters on all aspects of the service. • Envisaged and Implemented many successful new business processes to help the business provide a more productive, higher quality and more cost effective service. Positive results from my improvements include: reduction in handling time of emails/webchats; increasing of overall quality scores; increased conversion of initial contacts to full careers guidance interventions; enhanced reporting of customer feedback. • Produced Management Information reports and templates for use by all levels of management. • I recognise and value good performance in my staff. Many have gone on to achieve significant promotion within the business with my encouragement. My team members regularly achieve commendation in the employee of the Quarter/Year awards after my nominations. • Worked in line with all relevant standards, including Matrix and Investors in People. Has been part of panels interviewed when achieving recertification in these standards, as well as OFSTED inspections in which the business achieved high grades. • I am considered a subject expert on the IT applications that are in use, such as Microsoft CRM, SharePoint 2010 and all programs in the Microsoft office 2010 suite. Show less

• Contact Centre operational manager

  • Nov 2010 - Jun 2011

  • Responsible for the Operational management of the 2011 Census contact centre - an in-depth operation successfully answering just under 1 million calls with zero downtime in a short operational period. • Responsible for the recruitment, management, training and development of a team of 8 managers, including appraisal and review. Each manager had responsibility for 20 advisers. • Ensured that all Key Performance Indicators were met throughout the operational period, resulting in significant financial gain for the business. • Maintained excellent working relationships with all internal departments and Key stakeholders. Held daily meetings for department heads and client representatives to ensure all aspects of the service were performing to their best. • Produced detailed Management Information reports daily for internal departments and the clients. • Delivered face to face training, and supported computer based learning. • Provided detailed responses to media enquiries. • Ensured full compliance with in-depth security protocols such as ISO 27001. Show less

• Operational support

  • Apr 2009 - Nov 2010

  • Supported the Project Manager in all aspect of design and implementation of the Census Contact Centre operation, in line with PRINCE 2 methodology. • Maintained detailed project plans and logs, using tools such as MS project 2010 and SharePoint 2007. • Designed the Adviser Workflow System that Census advisers used to answer all customer queries. • Negotiated service delivery with key stakeholders such as the Office of National Statistics and other consortium partners. • Produced training materials and incorporated them into the computer based Learning Management System. • Maintained and evaluated detailed project issue logs. • Designed business processes and quality guidelines for the brand new contact centre.• Led a team documenting and refining all of the National Careers Service’s business processes as part of the re-tendering process.• Produced detailed documentation included in bids for new services. Show less



BSS

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Learning Advisor/Team support

  • Nov 2005 - Aug 2006



The Co-operative Bank plc

• United Kingdom
• Financial Services
• 700 & Above Employee

• Quality Coach

  • Nov 2004 - Oct 2005