Business Analyst

• Sep 2018 - Present

Business Analyst

• Oct 2012 - Sep 2018

Completion of impact assessments with cost projections, leading delivery of small change, creation of project/delivery plan, management of aligned project resources and budget, tracking progress of delivery and ongoing costs against project plan, stakeholder management - working with specialist areas (IT, Technical, Compliance, Operations etc), requirements elicitation, analysis & documentation, creation of Business Requirement Specification documentation, creation of ‘as-is’ and ‘to-be’ process models for purpose of gap analysis, process improvement, UAT of changes, updating process manuals, creation and application of training material, MI preparation.I have also completed a 6 month secondment as a PMO Analyst within this time.

Customer Service Specialist/Coach

• Apr 2010 - Sep 2012

Ongoing mentoring and coach support for the E-commerce support and Agency & Commission specialist teams. Monthly ‘quality checks’ with prescribed action points to aid development. Creation of training material to cover both specialist skills which ensured that every aspect of the E-Commerce and A&C knowledge/processes was thoroughly investigated and documented.

Customer Sevice Advisor

• Apr 2008 - Mar 2010

Assisting IFAs in the use of E-Commerce sites and 3rd party systems/portals (normally using Unipass etc). Assisting IFAs and internal departments with Agency & Commissions team with commission related queries. Department Subject Matter Expert (SME) - frequently assigned as the Operations SME for any Project which required E-commerce or Agency & Commission expertise. Using MI for preparation of monthly reports for the head of E-Commerce and to highlight KPI failures (or areas for improvement).

Customer Service Advisor

• Aug 2004 - Apr 2008

Providing support to policyholder and IFA enquiry lines. Within this role I learned the basis of great communication skills and increased my experience of working with multiple platforms to cover various Life and Pensions products (Bonds, Endowments, Protection Plans etc) and Pension products (PP, GPP, EPP, Stakeholder, FSAVC etc). Providing support to policyholder and IFA enquiry lines. Within this role I learned the basis of great communication skills and increased my experience of working with multiple platforms to cover various Life and Pensions products (Bonds, Endowments, Protection Plans etc) and Pension products (PP, GPP, EPP, Stakeholder, FSAVC etc).

Customer Service Advisor

• Oct 2007 - Mar 2008

(Part time position for weekends) - Customer Service Advisor for for sales and order lines representing clients Early Learning Centre and JDW catalogue. (Part time position for weekends) - Customer Service Advisor for for sales and order lines representing clients Early Learning Centre and JDW catalogue.

Customer Sevice Advisor

• Jan 2004 - Aug 2004

Customer Service Advisor and Coach support for sales order lines. Customer Service Advisor and Coach support for sales order lines.

Team Leader/Coach

• Sep 2003 - Jan 2004

Training and leading a specialist team of fundraisers for various charities including Quarriers and Cancer Research UK as well as provision of weekly MI to senior management. Training and leading a specialist team of fundraisers for various charities including Quarriers and Cancer Research UK as well as provision of weekly MI to senior management.

Customer Sevice Advisor

• Mar 2003 - Sep 2003

Receipt and processing of inbound customer enquiries and complaints in relation to their credit card accounts. Generation of sales leads was also a key activity for this role. Receipt and processing of inbound customer enquiries and complaints in relation to their credit card accounts. Generation of sales leads was also a key activity for this role.