• Work collaboratively with colleagues to improve 40% of customer journeys by using personas, brainstorming sharing new ideas and best practice in our monthly roadshows.• Motivated and encouraged the team when Covid 19 restrictions made day-to-day activities challenging.• Confidently trained 20 new and 7 existing colleagues in using new technologies as company went through digital transformation during pandemic.• Guide customers with digital demonstrations of various customer journeys for Barclays, Barclaycard Mobile Banking app and online websites, and assist non-digital customers to navigate and use banks digital platforms effectively, saving customers time.• First point of Contact for all customer queries (Digital, fraud, complaints, and banking transactions)• Promote a digital first strategy when providing solutions to 70% of customer queries. • Use Sales force daily to capture relevant data in accordance with GDPR to deliver prompts and in app push notifications improving customer engagement and interactions by 20% whilst adding value to each transaction.

• Identified areas of improvement through customer data using Tableau to help improve the profitability of company’s by adding prize incentives to the customer retention program by 20% • Used the Safe Wagile framework to assist with analysing the company’s data using Sales force CRM and wave analytics, to determine the businesses shortfalls and identify opportunities. Also used content mapping to help with improving customer acquisition.• Carried out requirement engineering by consulting with clients to elicit the requirements on various projects using SMART and prioritisation using MOSCOW to analyse the requirements.• Created Used Case, activity and class diagrams and gap analysis for continuous business improvements and minimising monthly cost by 40%