Cailan Williams Email & Phone Number

Product Domain: Robotic Process Automation(RPA): - Lead end-to-end development life cycles of automation solutions and implemented standardised RPA procedures for ongoing consistency.- Defining success and value through data analysis, ensuring alignment with project objectives and requirements.- Collaborating with stakeholders across the organisation and cross-functionally with other product managers to synchronise automation initiatives with business goals.- Present strategic findings and recommendations to leadership & senior management, highlighting automation opportunities’ commercial value and ROI.- Manage external RPA engineering teams and closely collaborate with third-party teams, ensuring a clear understanding of processes and requirements.- Conducting in-depth investigations to unearth new automation opportunities and processes across the organisation.- Facilitating communication and coherence between internal stakeholders and external teams/vendors, optimising collaboration.- Leverage a comprehensive understanding of product fundamentals to drive effective collaboration with engineering teams within dynamic project environments.

Project Delivery: Robotic Process Automation (RPA) - Proof of Concept:- Led the proof of concept RPA project by collaborating with internal stakeholders to assess process suitability for automation, resulting in the development of comprehensive process documentation.- Utilised SQL through AWS for data analysis, enabling informed decision-making and the establishment of clear success OKR's for the RPA project.- Effectively managed vendor communication and identified risks, keeping stakeholders informed throughout the project.- Provided hands-on testing support during UAT, delivered valuable training and education to stakeholders, and made strategic recommendations for process improvements while managing stakeholder expectations throughout the ongoing project lifecycle.Project Delivery: Scalability - Operational Process Repository:- Worked on an ongoing project to improve scalability by identifying non-value and waste steps in processes, creating process inventory and maps using the Ardoq architecture tool, and delivering standard terminology that could be used company-wide.- Designed and implemented a document repository framework to improve accessibility and streamline communication between cross-functional teams. Used process mining techniques to identify areas for optimisation and created process maps using BPMN notation to provide a comprehensive view of end-to-end processes.Project Delivery: GDPR - Risk management/ Process Improvement: - Supported a project to ensure compliance with GDPR regulations, conducting a thorough analysis to identify areas of non-compliance and providing strategic recommendations to address identified gaps.- Worked closely with cross-functional teams to implement necessary changes, resulting in improved compliance and mitigated risks associated with GDPR non-compliance.

I was responsible for delivering various operational and administrative processes for multiple stakeholders. My goal was to ensure that these processes ran smoothly and met the required standards. To achieve this, I served as the main point of contact for several highly complex processes, working closely with stakeholders to ensure successful execution.One of the key areas I focused on was leading various projects around data and reporting. By leveraging my expertise in this area, I helped the team become more efficient, ultimately benefiting the business as a whole. Additionally, I supported the product team in both internal and external product development related to operational processes. This required me to stay up-to-date with the latest industry trends and best practices.To maintain a high level of quality, I conducted quality control checks on some of our high-risk processes. I also actively looked for opportunities to improve and enhance the service we provided to our borrowers, both internally and externally. This involved using my meticulous attention to detail and organisational skills to manage multiple projects and tasks simultaneously.Overall, the role required me to be agile and adaptable in a fast-paced environment. Through my expertise and attention to detail, I ensured that our operations and administrative processes were carried out efficiently, ultimately helping the business grow and succeed.

London, England, United Kingdom

I was responsible for handling complex account-related queries via phone and email. To provide exceptional customer service, I collaborated with different teams such as marketing, risk, legal, compliance, and investor departments to ensure that clients received accurate and detailed responses to their queries.Keeping borrowers happy was a top priority, and I achieved this by implementing innovative strategies that addressed their needs and resolved any concerns they had. As part of my daily tasks, I performed operational servicing duties such as modifying direct debits, handling account issues, managing GDPR compliance, and fulfilling data requests.Collaborating with management was another critical aspect of my job. As part of a newly formed department, I played a vital role in developing efficient systems and processes that streamlined our operations. These improvements resulted in increased productivity and, most importantly, a higher level of customer satisfaction.

London, England, United Kingdom

My role includes dealing with inbound & outbound finance enquires via phone & email by qualifying businesses that meet the minimum requirements & assisting them during the application process resulting in the highest conversion of the team, averaging at 72% per month. I work closely with the other sales teams to ensure the applications I am passing on are to a high standard. This has resulted in generating over £15 million of origination for the platform. As well as this I liaise with other departments on a daily basis in regards to customer enquiries, such as loan servicing, collection, marketing & legal. I have also taken on more responsibility as a senior member of the team to help ensure a smooth running of the team on a day to day basis when the team manager is otherwise engaged by offering continued support & guidance to new starters via training, shadowing and call listening as well as dealing with more operational and management tasks.

London, England, United Kingdom

I was responsible for dealing with inbound & outbound sales enquires via phone & email. The main purpose of my role was to manage my own pipeline by creating custom quotes based on the customers' needs and assisting until the moving process was completed.I consistently exceeded my daily, weekly & monthly revenue targets to establish my place as one of the top sales agent each month. In order to achieve this I had to liaise with other departments on a daily basis in regards to customer requests such as customer service, transport & operations department.

My main role is to deal with customer sales enquires via the telephone and email. I am expected to convert as many of these enquires in to sales to exceed weekly, monthly and yearly targets while still maintaining a high level customer service. I would also use these enquires as a chance to generate further business for the company via cross selling & up selling other services available. Due to the volatile nature within the energy market i always have to make sure i am up to date with OFGEM legislation & the latest contracts to ensure the customer is given up to date and accurate information.

My role was dealing with inbound Customer response for business related enquires on the government campaign known as business link. I would provide basic business advice, guidance and support for established companies as well as new enterprises. I would input customer data in to the internal citrix and oracle systems while ensuring i followed date protection process. i would also up sell the business link service and troubleshoot any problems the customer would have to the necessary department.

My role as a activities assistant was to help assist during P.E lessons, break times and after school clubs for primary school dealing with children aged between 3 - 12. My main duties was to set-up and run activities during the children’s break time & after school clubs as well as assist the PE teacher during their lessons. I would also deal with any injury’s and gave first aid if needed. I always had keep the children active while keeping it education and ensuring their safety at all times

I held many temporary positions during this period including Ladbrokes, Game & Iceland. These roles were mainly customer service focused and entailed dealing with customer queries both face to face and over the phone.