Experience

Citizens Advice Peterborough

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Digital Advice Worker - Voluntary role

  • Jan 2019 - Present

  In this role I provide guidance for citizens in the local area as a knowledgeable and trusted adviser. I evaluate a range of client issues and concerns utilising exceptional awareness and critical thinking skills. I deliver support via multiple platforms (digital, telephone) with a focus on maintaining client confidentiality and data security. Some of my core contributions include the following: Worked with clients to resolve a wide variety of problems encompassing debt, housing, benefits, legal issues, and education entitlements with an outstanding track record of providing service levels in line with best practice standards. Deployed analytical skills to critically evaluate client issues before designing action plans based around optimal allocation of existing resources. Managed a high-volume of customer contacts and resolved problems in a timely and cost-effective manner. Show less



Orange

• France
• Telecommunications
• 700 & Above Employee

• Performance Evaluation Analyst

  • Dec 2008 - Dec 2010

  I leveraged strong analytical and problem-solving skills to deliver Base Management performance reports for the Mobile and Convergence customer business. I dealt with large data sets and used cutting-edge technology solutions such as SAS, Business Objects, and MS Excel to perform data analysis workstreams based on specific business requirements. Highlights included the following: Evaluated customer contact activity to identify campaign issues and flag areas for improvement in consultation with leaders from Customer Planning & Decisioning and Customer Investment & Capacity teams. Designed change and transformation initiatives to continuously enhance employee performance and group results. Created a suite of analytical reports and dashboards having defined testing parameters and evaluation frameworks. Played a key role in bi-weekly management meetings by providing leaders with updates and analytical reports to support critical decision-making at executive level. Supported the iterative campaign development lifecycle by uncovering trends and working with numerous internal colleagues to drive improvements across all aspects of the business. Focused on alleviating costly issues such as customer churn and optimized Datawarehouse structure to maintain accurate and relevant data in line with corporate policies and regulatory compliance guidelines. Show less

• Senior Operational Reporting Analyst

  • Nov 2007 - Nov 2008

  In this position, I developed and presented analytical reports for the Home Business unit on a weekly and monthly basis to provide insights into customer behaviours and trends. Accomplishments included: Assessed customer activity with specific focus on Churn Analysis, VoIP Usage, Customer Acquisition, and Regrades. Prepared a variety of reports based on continuous evolving commercial requirements in a high-volume environment. Identified and flagged any relevant shift in metrics that became apparent during the analytical phase and provided valuable information to operational teams in key areas such as product feedback and customer signup data. Worked with internal teams to reduce churn, increase customer signups, and drive sustainable revenue growth. Show less