Andy Lau Email & Phone Number

London, Gb

London, Gb

- Utilising dashboards to compile data-driven reports and analyses for stakeholders - identified opportunities for improvement in training that increased agent audit success rate by 40%- Improved performance by 30% through effective team management and regular performance reviews- Owning and updating 100% of quality assurance documentation, including 5 different frameworks, and 3 processes and policies- Maintaining relations with key junior and senior stakeholders in Operations

London, England, United Kingdom

- Liaising with five teams across Membership Support to understand their processes to develop and implement quality frameworks - increased QA coverage from 14% to 100% of support teams- Creating dashboards for data-driven approaches to improve quality and performance - reduced average call handling times by 50%, registration mistakes by 80%, and increased referral documentation on records by 75%- Auditing interactions and processes between Membership Support and patients with 100% of agents audited each month- Ensuring consistency in brand voice and tone in patient communications

London, United Kingdom

- Working within the Registrations team to onboard new patients to our GP at Hand service- Developing training materials and SOPs; leading training for new starters- Liaising with the RPA team to develop and optimise RPA processes for my team- QA Auditing for RPA processes

London, United Kingdom

- Learning how to use and navigate internal systems - Working within a team to offer the best help to customers- Researching and staying on top of new changes that would affect the customers' experience

Southampton, United Kingdom

In my third year of university, I decided to run for the secretary position in our a capella society, Melodics. Over the course of the year I have aided in event organisation, as well as being in charge of taking minutes at our fortnightly meetings.

Southampton, United Kingdom

Going into my second year at university as Ordinary Member on the committee for SUSU's LGBT+ society, I helped in liaising between the committee and members of the society, as well as providing general aid at events. I entered my third year as Activities Officer, helping to come up with and create events that would provide equal representation of all members of the society, and also to provide inclusion for all who come to our events.

Southampton, United Kingdom

Master'S Degree, Msc Web Science, 2:1

Bachelor Of Arts - Ba, English Literature (British And Commonwealth), 2:1

High School, Ib Diploma, 35 Points Overall

Studied: Higher Level: English French Physics Standard Level: Chemistry Maths Philosophy