Andrew Appleton Email & Phone Number

Speke, England, United Kingdom

Bolton, United Kingdom

As an MI Analyst I support and work with the FS Operation to provide management information (MI) This includes the management and maintenance of a number of databases and analytical models to provide reporting via a number of mediums.Within this role:I am responsible for creation and publication of reports using predefined data sources and develop MI reports to continually improve information provided to the operation – including investigating automation of reports and experimenting with the data to provide a new lens on contact centre performance as well as analyse data to provide trends and variation identification.I work on a range of programs, accurately inputting, updating and amending data to provide the most up to date and accurate MI. These include Excel, Access and SQL. I ensure users have access to the MI delivery systems through mediums such as Sharepoint, Onedrive or reports designed for self service. I take ownership of personal knowledge and development by keeping abreast of all regulatory changes ensuring MI supports our regulatory requirements.

Home Retail GroupWe are the UK’s leading home and general merchandise retailer, operating two key businesses, Argos and Homebase. Financial Services supports both of the retail businesses by providing Store Card, Warranties and Insurance provisions.At HRG I:maintain Quality Assurance Specialist competence and standards expected including the achievement of key performance measures; quality and productivity and demonstrate a full understanding and adherence to the Quality Assurance policy. Assess advisers by carrying out quality assessments on all contact types, measuring compliance with process and procedural standards and FCA compliance, identifying and highlighting areas of non-compliance, ensuring that fair outcomes are delivered to Financial Services customers and provide feedback to colleagues on issues identified and highlight any remedial action required.Pro-actively identify trends and escalate process issues or training requirements observed to the appropriate line management for attention and resolution, collaborating with Compliance & Risk colleagues to ensure adherence to regulatory and policy expectations.Demonstrate strong verbal and written communication skills with the ability to share and articulate information to colleagues and stakeholders across all levels, taking ownership or personal knowledge and development by keeping abreast of all regulatory changes and completing required online refresher training on a regular basis.

Chester, United Kingdom

Capita are the UK's leading provider of business process outsourcing and integrated professional support service solutions. Capita create unique, cost effective services that meet the individual needs of our clients. However complex the challenge, Capita bring together the right people with the right skills to streamline our clients’ services and improve customer experiences across hundreds of public and commercial organisations.My role with Capita is to investigate, assess, reach a conclusion, perform accurate calculations and provide a high standard of customer service on individual PPI cases in line with relevant product, procedural and regulatory requirements.Responsibilities in this role include:- Conducting a thorough investigation of a case (providing excellent customer service throughout)- Liaising with customers and other parties.- Producing a reasoned report detailing investigations and conclusions, providing a full audit trail.- Producing a written response for the customer (ensuring a high standard of communication).- Handling all follow up inquiries and administration.

Warrington, United Kingdom

DATS is one of the UK’s foremost CAD service providers and an industry leader in the supply of technical and engineering personnel in locations all across the UK and some internationally. My duties involve sourcing new candidates who are keen to further their careers and business development with potential clients Nationwide. Business development is part of my daily routine to source roles candidates are eager to take. I am also responsible to update and maintain the Itris database with relevant information to help day to day operations.

To help fund my passage through university I worked at Tesco. My responsibilities in this role involved optimising freezer stock in the department and responding to till enquiries. This built on my existing skills acquired from previous jobs. In this job I had the opportunity to implement some of the concepts from my management degree which involved improving communication between group members through using a notice board by the main freezer, this detailed information on which stock had been moved by different team members so as to save time not reworking the same stock. I also labelled the inside of the freezer so stock could be identified easily.

I worked as part of the retail team. I had control over the non-fiction area of the store in which I updated inventories and maintained the stock management and control of books. I also from time to time supported the front of store activities including till work and maintaining best sellers.The experience I gained at borders has strengthened my confidence when approaching clients building my communication skills, listening to what they have to say about books they have read, dealing with their requests promptly and building the customer experience. I also learned how to integrate into an existing team, how to take advice and praise, utilising this knowledge to improve my performance. The value of being knowledgeable was made evident regularly when dealing with customers improving their confidence and improving success of a sale.

The duties of this role included caring for the safety of all clients on site, managing the site, applying price changes and preparing reports for administration.Providing a friendly efficient service dealing with client transactions and queries. Opening and closing the premises for business. Other responsibilities included managing cash from client transactions, reconciling cash at end of day, stock management and reconciling out-of-date goods.Providing a fast accurate service to manage between 500-800 client transactions in a 7-hour shift. Answering queries managing cash transactions and observing forecourt activity simultaneously improved my ability to work within a high stress environment.Managing security on site observing false transactions, customers evading payment and recording of details in the event of theft in a calm organised manner. Providing information of customers who have failed to pay to identify them on CCTV and contacting the appropriate people, ensuring the matter is followed up and payments are received as soon as possible.