Experience

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  HM Revenue & Customs

  • Salford, England, United Kingdom

  • Senior Performance Analyst

    • Oct 2023 - Present
    • Salford, England, United Kingdom

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  Restore Datashred

  • Manchester, England, United Kingdom

  • Performance Analyst

    • Apr 2022 - Oct 2023
    • Manchester, England, United Kingdom

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  Nottingham City Council

  • Public Health Analyst

    • Jan 2021 - Mar 2022

    Joined a fast-paced team responsible for generating and developing quick-turnaround insight in order to guide the council's COVID action/recovery planBuilt and managed relationships with other analysts as well as non-technical staff and consultants within Public Health and the wider council, using these relationships for multi-departmental collaboration on projects such as the impact of reopening schools.Developed an in-depth understanding of the local needs and demographics and factored this into the insight generated by my analysisWorked closely with the contact tracing teams for both inbound and outbound customer contacts to monitor performance and success rates against targets and suggest/implement improvementsProduced and presented insight to mixed groups of staff, tailoring presentation styles to ensure maximum effectiveness of communicationDeveloped and improved insight-generation with a variety of tools (Excel, SQL and PowerBI primarily, with some RStudio development also)

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  TDX Group

  • Nottingham, United Kingdom

  • Analyst

    • Jan 2017 - Jan 2021
    • Nottingham, United Kingdom

    Generating and maintaining scheduled reporting used by other analysts for client/customer management utilising Excel, ShinyDashboards and bespoke reporting tools.Liaising with Contact Centre Coordinators to develop debt collection strategies and monitor effectiveness, using A/B testing and other analytics methodologies to produce insight and improve debt collection performance.Introduced a new tool (R/Rstudio/Shiny) to the company as the subject matter expert, developing a project roadmap for the introduction which included generating custom interactive dashboards from scratch, converting existing workflows and providing training for other staff members to improve workflow capacityTask automation using a combination of VBA in Excel, SQL for database querying and R or SAS for further manipulation and job scheduling, automating batch workflows entirelyIn-depth SQL analysis for ad-hoc queries from non-technical, client-facing staff, including presenting this back in clear, concise and intuitive formatsProject analyst support for the launch of a new product in Canada, working with an international team to develop their systems including basic reporting tools, VBA-assisted performance monitoring and quality control

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  IBM Client Innovation Centers Europe

  • Leicester

  • Data Analyst

    • Jul 2016 - Jan 2017
    • Leicester

    • Consultancy placement in the retail industry for ShopDirect, assisting a senior project analyst in developing road maps for a complete product re-launch. Provided scheduling support, attending workflow meetings, structuring timescales, planning required resource and working across teams to deliver a consistent service through several roadblocks and with a constantly rotating staff network.• Off-placement, worked within the core organisation in a supervisory capacity during a relocation into a new office building. This involved me leading conversations with suppliers over new media and supplies for the new office, co-ordinating seating plans, locker allocation and asset transfer and some end-stage IT support where required.

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  Virgin Media

  • Hook, Hampshire

  • Operations Insight Analyst

    • Jul 2014 - Aug 2015
    • Hook, Hampshire

    Industrial placement as an Insight Analyst working within the Operations division of Virgin Media, providing in-depth analysis on a range of topics to drive forwards the performance capabilities of the Virgin Media network.Solid understanding of a wide selection of teams across Operations, including the various processes and challenges faced in day-to-day work, to understand where potential gains in performance may be made.Developed and produced regular reports on KPI measures for Operations, in addition to providing insightful commentary and suggestions for ways to drive better performance across the measures.Produced automation of key reporting using Macros/VBA within Excel to significantly improve efficiency and decrease administrative workload within the Operations teams.Ad-hoc analysis into a variety of different issues that arose within Operations, including projects to reduce the number of incoming Consumer fault calls, and improving the effectiveness of service restoration in the event of an outage.Used a selection of data analysis tools (including bespoke systems*) - Excel (VBA/Macros), SQL, Marvin*, Remedy* etc.Co-chaired a 'Resource Forecasting' project aimed to improve the efficiency of employee shift assignment based on demand levels

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  Argos

  • Customer advisor

    • Oct 2013 - Dec 2013

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  Longslade Community College

  • Cleaner

    • Sep 2011 - Sep 2012

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  Sports Direct International

  • Retail Assistant

    • Aug 2010 - Sep 2011