Quality Assurance Analyst

• Jan 2023 - Present

Software Quality Assurance Engineer

• Aug 2020 - Feb 2023

Volunteer

• Apr 2020 - Aug 2020

Business Owner

• Sep 2016 - Oct 2019

An exciting company who creatively design and hand make stained glass window hangings and sun catchers! Our designs have a science based theme. Molecules, galaxies and atoms. We also do a wide range of contemporary glass jewellery. An exciting company who creatively design and hand make stained glass window hangings and sun catchers! Our designs have a science based theme. Molecules, galaxies and atoms. We also do a wide range of contemporary glass jewellery.

Administration Officer/Social Media Manager

• Sep 2016 - Sep 2019

Responsible for the day to day administration for the COSS team. Arrange meeting rooms for guests, team meetings. Contribute to the day to day running of the office. Help to arrange events for advisers: venue bookings, catering, delegate packs, liaising with speakers/delegates, producing materials, collating and reporting feedback, event slides, event IT and technical support. Liaise with printers/partners/advisers to re-stock publications. Professional first point of contact for new and existing groups. Able to provide information in a clear and timely manner. Instrumental in the new case forwarding system through the CRM system. Answering and responding to email queries. Experienced in the maintenance and updating of the CIVI CRM system and suggest improvements via third party database developers. Evaluate and report on CRM data to manager. This also feeds into various other channels (Third Sector, Scot Gov, team meetings) Produce ad-hoc reports for Gov Ministers from existing CRM data. Manage the COSS website content, updates, upload publications. Manage COSS social media platforms, Twitter/Facebook. Create content and design media flyers to share information/promote events/attract new followers. Support all staff with IT/Technical issues and teach staff new systems/ways of working. Show less

Support Practitioner

• May 2019 - Aug 2019

As a Support Practitioner I provided direct support to individuals within their communities. I had the responsibility for ensuring that individuals receive support provision aimed at maximising independence and choice. It was essential that I fully understood the nature of each individual’s abilities and support needs as well as their preferences and choices. My role included:  Assisting individuals with personal care and hygiene  Household management tasks  Working with individuals who can display challenging behaviour  Work with individuals who may have been through the criminal justice system Show less

Team Supervisor

• Sep 2013 - Nov 2015

Contributing to the implementation of new areas of work/projects including the following: Responsible for management of Curriculum for Excellence Helpdesk, consisting of 5 Helpdesk colleagues. This included documenting processes, training of new staff and allocating day to day work load as well as query/complaint resolution. Developed Excel VBA databases for various departmental tracking, monitoring and responding to calls/emails from schools and colleges across Scotland. Including unique ID search and direct email functions. MI reporting, budget forecasts, expenses, business information and ad hoc management reports. Collate, track and analyse information from developed VBA databases, OODB systems, Data and Business Analysts to build reports/create dashboards in order to help inform departmental decisions. Created VBA Word forms to standardise data received from external verifiers. This was used by the SQA throughout Scotland to record all verification outcomes for schools and colleges. Supervise and manage the training of internal/external stakeholders when appropriate. Contribute to the organisation’s continuous improvement initiatives through identification, analysis and recommendation of process improvements, efficiency savings and potential required changes within own area of work. Show less

Senior Technical Administrator, Underwriting Support Team, Protection Dept

• Jan 2011 - Dec 2012

Compile weekly Pipeline MI reports for Area and Account managers with in Halifax, BoS, C&G and Lloyds channels incorporating weekly sales figures.SharePoint representative, dealing with the coordination of information updates and new ideas to drive traffic to the Protection SharePoint site.Dealing with Account Manager requests for MI and specialist knowledge on current processes.

Technical Communications Consultant, Protection Product Marketing Unit

• Jun 2010 - Dec 2010

Managed and supported the delivery of agreed protection campaigns and marketing activities according to agreed timeframes and budgets. This included development and approval of initial marketing activity plans, literature and communication.Developed and copyrighted high quality communications to support the Protection agricultural product launches.Worked with the competitor and market insight team to identify opportunities for the development of sales support material.Built and maintained close working relationships with the relevant Relationship Managers and sales teams to ensure the needs of each Distribution Channel were fully incorporated into marketing activity plans. Show less

Senior Technical Administrator, Large Case Team (Protection)

• Feb 2006 - Jul 2010

Responsible for compiling monthly MI reports for advisors and senior area managers to give overview of all cases within their remit/area. Participated in regular conference calls with senior area managers of various sales channels on best practice and operational matters.Sole responsibility for dealing with high value cases which ranged from £1m - £20 million.Regularly involved in extremely high value projects, was considered an expert in ‘end to end’ processes, wrote process notes for worldwide life insurance departments.Created, passed and developed new time and service effective processes to enhance the overall customer service experience for both advisor and customer. Show less