Experience

Worldline Merchant Services

• Financial Services
• 500 - 600 Employee

• Head Of Department

  • Jul 2022 - Present

  Head of two key teams in project delivery and customer on boarding, for a leading global payment services company. The solution integration team works closely with the customer to fully integrate our cross platform payment solution into their IT landscape, once complete the test team validate the solution to international banking standards before handing back to the integration team to deploy the products. The customers are regularly tier one, enterprise, national and international retailers requiring omnichannel solutions. Show less

• Head of Level One Support and Customer Success

  • Jan 2022 - Aug 2022

  Head of Level One Support and Customer Success



Ingenico

• France
• Financial Services
• 700 & Above Employee

• Global Service Manager

  • Aug 2014 - Jan 2022

  • Building, repairing and maintaining strong mutually beneficial customer relationships • Incident management, with the responsibility to follow through process improvements identified during resolution. • Compiling and delivering customer service reviews. • Data analysis in support of process improvement and management information. • Single point of contact for customer issues or queries and a gateway to technical knowledge. • Supporting and providing cover for the Service Delivery Manager. After initially starting as a data analyst with responsibilities including creating management information, customer service reviews and incident impact analysis, I identified a need for a new customer focused support role which was not currently used within the company. I built the justification for the role and convinced key stakeholders to support a trial. I successfully defined the role within Ingenico and proved its value over a 6 month period. The outcome being a permanent role with the company looking to recruit more heads to expand the coverage of customers, better relationships with key customers and improvements in the support and problem management process Show less



Sky

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Operational Insight Analyst

  • Feb 2011 - Aug 2014

  • Designing, creating and maintaining reports and dashboards for all levels of the business. To provide accurate timely information on trends and drivers, with recommendations to improve key performance indicators. • Design and implementation of a range of report automation macros that increased my personal productivity and eliminated the potential for human error in data collection and manipulation. • Analysing data to identify trends and give actionable insight with both long and short term benefits • Ad hoc insight and analysis for business critical time sensitive projects. • Supporting process change projects, providing ‘what if’ analysis and confirming take up and impact during the project lifecycle. My role was to support the call centre front line operation, this was wide ranging, involving developing and maintaining weekly and monthly management information packs, supporting projects and initiatives and investigating key performance indicators. These tasks were delivered in a variety of formats to all levels of management. The mixture of reactive and proactive tasks and their related time scales and deadlines required good time management and flexibility. One of my key roles was to identify areas of interest, pull together data, identify the key stakeholders and deliver my observations and recommendations proactively. Show less



D-P Developments

• Scotland

• Managing Director

  • Jan 2005 - Jan 2010

  • Management of a multi-disciplined work force. • Liaising with clients. • Problem solving. • Time and budget negotiation and management. As a self-employed developer and renovations consultant I broadened my skills of project management and business acumen, developing my sense of self-reliance. Self-motivation was essential, as was the ability to motivate and inspire my sub-contractors, employees and clients. I built a tight effective team capable of taking on complex jobs and completing the quickly and to a very high standard. I encouraged and supported my team in improving their skill base. Show less



Dstl

• United Kingdom
• Defense and Space Manufacturing
• 700 & Above Employee

• Analyst

  • Aug 2002 - Sep 2004

  • Project management of specialist small projects. • Technical presentations and reports to international collaboration boards and prospective tender applicants. • Experience in Matlab and Simulink. • Statistical analysis of multi run scenarios. • Vulnerability, Flight path and End game analysis. • Simulation architecture testing and development. • Underwater shockwave model comparison and validation. • Generating detailed target vulnerability models. I joined as part of the graduate recruitment scheme and quickly became a solid contributing member of the Missiles and Countermeasures department. I contributed to numerous larger projects within the department, ranging from inviting tenders from external contractors to helping generate a new and versatile end to end modelling capability. My personal projects were varied, including black and white box testing of model components and ranged to million point data runs and analysis on existing models. I was invited to present at the company’s annual symposium, I also enjoyed presenting an innovative end game modelling tool and my GW372 to Cartesian convertor at an International Collaboration meeting. Show less