Andrew Lee Email & Phone Number

• Designed new and enhanced existing IVR flows independently that facilitate thousands of customers per day • Leveraged DynamoDB to automate line closures and audio, and Lambda Functions for ID&V and PayShield • Understood and challenged the voice experience from the customer perspective and collaborated with the solution architect and product owner to bring user-friendly journeys to life • Maintained the integration between Salesforce and Amazon Connect through AppExchange managed packages and CTI adapter updates • Utilised Azure DevOps pipelines and ServiceNow integration to push changes through environments and maximise safety of live traffic • Raised cases with large network providers including Amazon Web Services and Vodafone to port numbers, improving the resilience of phone lines • Constructed reports and dashboards in Salesforce, Connect and Datadog to analyse performance of new features • Demonstrated solutions through presentations, video tutorials and process maps to a wide range of stakeholders • Certified in AgilePM and BA methodologies, and worked iteratively within agile teams to deliver user stories in sprints

London, England, United Kingdom

• Responsible for ensuring 5500 users can operate the Salesforce, Ensek & Connect platforms daily • Led and trained 3 new salesforce admins and brought them up to speed within 8 weeks • Harnessed Salesforce flow capabilities to improve front end service and increase team capacity • Implemented 300+ CPQ products and streamlined the process, allowing 5 million customers to buy the right tariff • Improved quality of over 1m customer accounts by investigating and fixing data using Data Loader and SF Inspector

• Awarded Salesforce Next Gen Trailblazer of the year• Successfully transitioned to Centrica at the end of year 2, of my 3-year programme• Passed the Salesforce Adminstrator and AI Associate exams to become double certified• Became a Salesforce Ranger on Trailhead

London, England, United Kingdom

• Part of a community of emerging change and data professionals, working on digital transformation projects across the UK• The three-year Change+ Development Programme provided me with accredited qualifications, career coaching and hands-on experience to support my professional development.

Guildford, England, United Kingdom

• Analysed international multi-million pound clients’ data, learning advanced techniques in Excel and industry standard accounting software• Created client accounts by applying an understanding of accounting (UK GAAP, IFRS) and tax rules• Formed trusting relationships with clients and worked on their premises, in order to challenge the accuracy of the work presented• Prioritised tasks and collaborated with a team of 40 from junior to partner level, to meet strict deadlines• Achieved 72% in both Accounting and Assurance, balancing client workload whilst studying for Certificate and Professional ACA exams

Master Of Science - Ms, Economics, Distinction

Activities and Societies: Vice Captain - UEA Men's Hockey; Ambassador - We are Donors• Achieved 95% for ‘The Effect of Covid-19 on the Oil.

Bsc Hons, Economics, 2.1

Activities and Societies: Hockey; We Are Donors ambassador; Economics Society.• Completed modules in Micro and Macroeconomics.

Bsc Hons, Economics With Year Abroad

Activities and Societies: Erasmus Student Network member• Completed modules in Accountancy, Business Strategy, Management, Marketing.

Education record

Activities and Societies: Senior Prefect; House Captain; Young Enterprise; Hockey, Cricket; Steel Band; Duke of Edinburgh Award Scheme.