Senior Solutions Consultant

• Oct 2023 - Present

Senior Consultant

• May 2018 - Oct 2023

CX Solutions Consultant

• Apr 2015 - May 2018

CX Solutions Consultant with an Oracle Gold Partner specialising in Customer Experience (CX), Relationship Management (CRM), and Business Intelligence (BI) consulting.

Business Analyst

• Jan 2015 - Apr 2015

Business Analyst for a Microsoft Gold Partner base in Edinburgh, providing BA consultancy on a number of implementations of Microsoft CRM Dynamics and Sharepoint for both public and private sector organisations. Business Analyst for a Microsoft Gold Partner base in Edinburgh, providing BA consultancy on a number of implementations of Microsoft CRM Dynamics and Sharepoint for both public and private sector organisations.

CRM Business Analyst

• Feb 2012 - Dec 2014

Responsible for deployment of web and online CRM tool RightNow provided by Oracle to 40+ different product and support teams, supporting 700+ users on all continents and millions of customers worldwide. Project management of each release, including requirements gathering, agreeing time-scales and responsibilities and co-ordinating with external resources to meet expectations. Maintaining and developing roadmap for software and business process related to customer contact. Providing reporting and analysis of customer behaviour to senior management, along with recommendations on how to improve customer experience, usability and efficiency. Documenting CRM system functionality and procedures, holding training sessions, Q&A session, and regularly attending sessions with Oracle to explore the future possibilities of the system, along with acting as an example of it's usage to other companies. Following an agile methodology to product development, allowing rapid updates to fit a rapidly changing user base, while ensuring the validity of the business case for changes. Show less

CRM Support Analyst

• Jul 2009 - Mar 2012

Supporting and configuring an online CRM system provided by RightNow Technologies and Microsoft CRM Dynamics 2011. T Providing support and training to 24 separate locations around the UK. Maintaining the integrity of a CRM system containing over ten million individual customers details, and ensuring that all actions with the system met with the requirements of the data protection act. Feeding back to on the capabilities of the system, planning and executing projects to ensure it can handle future developments Creating and updating business critical reports using Microsoft SQL. Planning and implementation of the changeover from RightNow to CRM Dynamics Documenting system features and operating processes. Show less

Business Support Analyst

• Jun 2007 - Jul 2009

Supporting and configuring an online flexible benefits system supplied by Vebnet. Providing support and assistance to over 100 different clients, with different system configurations and setup. Understanding the requirements of payroll, pensions, life assurance and other flexible benefits in order to configure and update them at the clients request. Regular use of HTML in order to update text and skins on clients sites to match new information, or to implement a new client. Finding, documenting and arranging for resolution of software bugs. Testing new releases of software and reporting back to developers. Show less

Support Analyst

• 2003 - 2007

Providing support and training all aspects of a web based online application system to a user base of over 200,000 in most major countries in the world. Working closely with a large multinational corporation to ensure its requirements were met. Investigating and specifying software bugs and enhancements, then working with the development team to ensure they are resolved. Documenting design improvements. Providing support and training all aspects of a web based online application system to a user base of over 200,000 in most major countries in the world. Working closely with a large multinational corporation to ensure its requirements were met. Investigating and specifying software bugs and enhancements, then working with the development team to ensure they are resolved. Documenting design improvements.