Charly Jerwan Email & Phone Number

United Kingdom

United Kingdom

Edinburgh, United Kingdom

Leading the development and continuous improvement of the digital tools and platforms that underpin the Entrepreneur Accelerator. I am responsible for designing and delivering systems, processes and technical solutions to enhance our various propositions. Innovating and continuously improving to support the changing needs of our customers.Product Ownership and Project Management> Product Owner within a fully Agile development team located across the globe and working together to develop our CRM system and client facing portal.> Ownership of product roadmaps for all digital platforms across our accelerator propositions as well as the definition, management and prioritisation of the associated product development backlogs and associated spend to deliver the best outcomes for our customers. > Managing Pilots, Minimum Viable Products and Proof of Concepts to test ideas.> Acting as Product Owner for the NatWest and RBS Business Builder Platforms; managing project governance, requirements gathering, backlog prioritisation, release plans, stakeholder management with external providers as well as collating management insights and reporting on the proposition.Stakeholder Management> Managing relationships with a broad range of internal and external stakeholders to deliver the best customer outcomes.Reporting and Management Insights > Responsible for the data gathering, analysis and production of all impact reports, management insights and reporting against KPIs across our various propositions.

Edinburgh, United Kingdom

Team oriented role supporting with administration and logistics of operational processes and procedures supporting our national entrepreneurship strategy across the UK.Key Achievements:• Supporting over 2500 entrepreneurs (so far) through the management of our accelerator mailboxes.• Creation of user friendly dashboards to simplify Feedback, NPS and Applications reporting to inform Management Insights and Return on Investment data.• Systematically gathering and analysing over 1466 entrepreneur feedback responses to produce high quality action plans and influence future event delivery and content to increase customer satisfaction. • Supporting the Entrepreneur Experience Coordinator with a variety of tasks to build, test and guide improvements for the CRM system into live development. • Simplifying procedures with screen recordings and concise tutorials in a “How To” document to support colleagues with adoption of our CRM system to the benefit of our strategic goals.• Working closely with the CPB complaints team to create and implement a tailored procedure for any Accelerator complaints in line with regulatory requirements.• Working collaboratively across the Entrepreneur Experience team to mitigate risk and implement rigorous due diligence and on-boarding procedures.• Fully understanding the customer needs; I use relevant feedback to identify development opportunities and ensure the customers are central to our decision making as we drive our strategy.

Edinburgh

As Team Central Co-ordinator I am responsible for ensuring the smooth day-to-day running of the central operational team whilst also also supporting the overall Entrepreneurial Spark team. The role is varied, covering everything from being the first point of contact for inbound queries from entrepreneurs, working closely with the Chief Financial Officer on procurement, travel and admin, through to management reporting.Responsibilities:- Supporting the Chief Financial Officer will all financial administration.- Reviewing and reconciling all corporate transactions and employee expenses.- Extensive diary management for the CEO, and senior leadership team- All procurement functions for corporate expenditure, monitoring budgets, managing senior team members in line with budget allocations, reporting and reconciling all travel, accommodation and hub requirements for the entire organisation.- General organisational support (including preparing reports and presentations, managing schedules, working with agencies and other suppliers)- Responsible for creating both an internal and external company complaints procedure which was previously not available within the organisation.- Comprehensive support function to entrepreneurs and team acting as additional support on projects where required.- First point of contact for incoming queries (including e-mails and phone calls) with responsibility for tracking and reporting incoming queries to ensure efficiencies and improvements are incorporated.- Closely managing budgets alongside CFO, proposing new innovative solutions to reduce spend and increase cost savings across the business.Managing the customer experience, on-boarding, retention and customer feedback nationwide.- Working closely with the Head of Solutions and assisting with recruitment of staff in our hubs.

Edinburgh, United Kingdom

Responsible for the end to end logistical support and coordination of a large variety of corporate events, dinners and conferences on behalf of The Royal Bank of Scotland.Key achievements- Coordinating in excess of 200 internal and external events over 18 months. - Designed, managed and coordinated the Annual Charity Gala Day in 2016, Raising over £5000 for the STV Children’s Appeal and increasing year on year attendance by 150%.- Demonstrating the use of best practice to ensure optimal utilisation of meeting and event space across a portfolio of managed venues on campus. - Innovating to improve existing procedures and collaborating to re-design create and implement new event procedures during a period of change. - Supporting the overall company strategy, adapting to and promoting change to enhance the overall client experience and event delivery. - Working closely to build, manage and maintain positive rapport and relationships with a variety of internal and external suppliers to ensure the successful delivery of events. - Maintaining the flow of information with key internal and external stakeholders and actively implementing procedures to collate feedback for future event service delivery.- Liaising with clients to ascertain their precise event requirements.- Training and developing of new team members.- Working closely with key stakeholders at every level of the business to ensure the effective delivery of events.

I also worked in this role from May - September 2013.Promoting consistent delivery of first class customer service, alongside energy, drive and enthusiasm in order to exceed client expectations and boost team morale in a fast paced client services environment.- Forged, maintained and nurtured key internal / external relationships, conducive to both business development and service excellence.- Tactfully and diplomatically resolving concerns and complaints.- Consulted with clients to analyse and delineate their requirements and promote appropriately tailored products and solutions.- Facilitated the timely completion of ad-hoc administration.- Demonstrated a positive response to pressure in a fast-paced call centre environment.

Edinburgh, United Kingdom

- Effectively communicated with colleagues and staff throughout the business.- Hands on work at a variety of events from preparation to completion.- Ensuring service was of a standard that exceeded guests’ expectations.- Effectively used items in stock to decrease waste and profit loss.- Demonstrated awareness of liability issues and the law by confirming legal drinking age and discontinuing service to intoxicated guests.- Inquired about guest satisfaction, anticipated additional needs, and happily fulfilled requests.

Edinburgh, United Kingdom

- Managed closing duties, including restocking items and reconciliation of the cash drawer.- Effectively used items in stock to decrease waste and profit loss.- Demonstrated awareness of liability issues and the law by confirming legal drinking age and discontinuing service to intoxicated guests.- Inquired about guest satisfaction, anticipated additional needs, and happily fulfilled requests.- Trained and mentored new wait and host staff.- Worked closely with management to improve front-of-house morale.- Provided exceptional, friendly, and fast service.- Skillfully anticipated and addressed guests’ service needs.- Consistently adhered to quality expectations and standards.- Appropriately up-selling additional items to customers to increase restaurant sales.- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.- Answered questions about menu selections and made recommendations when requested.- Regularly checked on guests to ensure satisfaction.

Bachelor'S Degree, Marketing And Events Management

Education record