Experience

• 

  South Yorkshire Passenger Transport Executive

  • United Kingdom
  • Government Administration
  • 1 - 100 Employee

  • Project Manager

    • Apr 2013 - Present

    Prince 2 Registered Practitioner.Agile Project Management Registered Practitioner.Project Manager - South Yorkshire ITSO Smart Ticketing Project.Project Manager - Asset Management Review.Project Manager - Card Management System.Business Transformation.Stakeholder Management - Internal and External.Excellent working relationships with external Contractors/Suppliers.Bridge between users and suppliers.Problem solving.

  • Information Manager

    • Mar 2010 - Mar 2013

    Development and implementation of Data Governance Policy.Prince 2 Practitioner Project Manager.Project Manager for improved customer information products.Led development and implementation of processes and systems to import data from partner organisations to replace manual data entry processes, resulting in improved efficiency, accuracy and customer satisfaction.Managed project to provide hosted database and applications for external partner, enabling regional efficiencies and cost savings.Led Database and Data Entry Teams.Active member of Data Protection and Freedom of Information working group.Database and data management.Creation and maintenance of data handling protocols.Provision of business tools to provide a central point for information management.

  • Business Data Manager

    • Feb 2006 - Feb 2010

    Led project to create data reporting tools for use across the organisation, including Key Performance Indicators for use in Board Reports etc.Led project to cleanse customer and asset data.Led project to ensure data complied with national standards for export to national/central government databases.Raised profile and awareness of responsibilities related to Data Protection Act and data quality across the organisation.Initiated and led project to create and implement customer data quality monitoring/reporting tools.Gained Prince 2 Practitioner certification.Managed resources to meet business needs.Managed & provided asset, customer and service information data to provide a central source for the organisation.Ensured data was available and outputs formatted to support organisational activities.Ensured data integrity and that data was held in compliance with national standards.Ensured protocols were in place to support compliance with relevant legislation.Ensured the data entry team processed data and met targets for timeliness and accuracy, so that reliable data was available to customers and stakeholders.

  • Business Data Officer

    • Jan 2003 - Jan 2006

    Developed automated links between key databases to ensure accurate, up to date and consistent information available across business functions.Developed audit and reporting tools for customer and asset data.Forged excellent cross-functional working relationships across the organisation to gain support for data quality initiatives, aiding the production of accurate and meaningful management information and intelligence.Developed and maintained the integrity of the Customer Relationship Management data, Asset Management data and related systems data within the Operational Services Department.Developed and maintained structured links and handover protocols with other departments in order to ensure an efficient process for data capture, handling and storage of asset information.Liaised with all areas of customer facing activity in order to ensure that data captured was in line with evolving business requirements and maintained to the appropriate standards.Developed, formatted and gave secure access to data outputs in order to provide a central source of asset and customer information to support organisational activities.Maintained and audited protocols in order to support compliance with legislation relating to data collection, handling and storage.

  • Technical Assistant

    • May 2001 - Dec 2002

    Created analysis and reporting tools relating to mystery shopper and audit/monitoring survey data.Authored monthly and ad-hoc reports submitted to Management Board providing detail, trend analysis, summaries of survey results, and highlighting potential issues.Successfully supervised team of mystery shoppers, including introduction of revised working patterns, leading to improved efficiency and survey results.Consulted with operational managers and successfully introduced revised reporting of survey results to provide more focussed and meaningful information to help them improve the performance of their business areas.Ensured survey results were processed and data analysed to meet deadlines.Ensured survey schedules were issued and carried out by the mystery shoppers.Supported the Service Quality Manager in the preparation of monthly Management Board Reports.

• 

  South Yorkshire Passenger Transport Executive

  • Sheffield, United Kingdom

  • Customer Service Adviser

    • 2001 - 2001
    • Sheffield, United Kingdom

    Provided excellent customer service in a busy and pressured environment.Checked eligibility for, and issued, customer travel passes.Cash and stock handling, security and reconciliation.

• 

  Northern Rock

  • Nottingham, United Kingdom

  • Customer Sales Manager

    • 2000 - 2000
    • Nottingham, United Kingdom

    Provision of excellent customer service in a busy and pressured environment.Achievement of sales targets.Recruitment and development of staff.Health & safety of staff and customers.Security of staff and premises, cash etc.Maintenance and security of customer and transaction records.Accounting and reconciliation of transactions, cash etc.

• 

  Pearl Assurance

  • South Yorkshire

  • Area Manager

    • 1999 - 2000
    • South Yorkshire

    Provision of financial advice and excellent customer service.Achievement of sales targets.Recruitment and development of staff.Maintenance and security of records.

• 

  Self Employed Mortgage Adviser

  • South Yorkshire

  • Mortgage Adviser

    • 1998 - 1999
    • South Yorkshire

    All aspects of running a business.Generation of sales leads.Provision of mortgage related financial advice in line with regulatory standards.Sales.Maintenance and security of records.

• 

  Halifax

  • Halifax, West Yorkshire - United Kingdom

  • Various - incl Customer Sales/Service Manager and Lending Fraud Investigation Manager

    • Feb 1981 - Dec 1997
    • Halifax, West Yorkshire - United Kingdom

    Team Leader.Identification and investigation of potentially fraudulent mortgage and personal loan applications.Authority to cancel fraudulent mortgage and personal loan applications and so minimise potential future losses, including withdrawal of mortgage/loan offers.Authorising action to recover losses due to fraudulent applications.Reporting to, and liaison with, the Police. Providing witness statements and attendance at Court to give evidence where necessary.Conducting internal investigations at all levels where staff involvement suspected.Representing the organisation at fraud prevention forums (e.g. Council of Mortgage Lenders).Provision of excellent customer service in a busy and pressured environment.Achievement of sales targets.Recruitment and development of staff.Health & safety of staff and customers.Security of staff and premises, cash etc.Maintenance and security of customer and transaction records.Accounting and reconciliation of transactions, cash etc.