Not currently taking on any work

My time at Serco was in the capacity of a CRM consultant working on the eServices team/platform driving efficiencies using cutting edge technology. I worked on the platform from infancy to maturity designing and developing CRM modules including, but not restricted to:• A blue badge bolt on allowing agents to manage an application from start to finish within the CRM whether an online or paper application using an integration to the national blue badge system. Built reporting suite to track KPI's, historical and real-time information.• Collaboratively developed, with third party suppliers, a payment module capable of plugging into the CRM system for a range of different services allowing the old systems to be decommissioned and enabling a streamlined, consistent payment method across the business.• Configured an online self service platform capable of registering citizens, logging in/out, showing previous case/enquiry history, managing personal details (updating CRM records in real-time) and submitting service requests to the CRM using webforms. • Built a set of dynamic reusable webforms for use on self service platform allowing core functions to be repeated and built with ease whilst maintaining consistency e.g. searching for a street or address record.• Redesigned and developed the driver training system to enable self serving with true end to end integration to NDORS (National Driver Offender Retraining Scheme) to remove the need for double entry and reduce call volumes to customer service centre.• Built integration layer to expedite events published from the CRM system to send to the BizTalk integration hub.• Designed and developed the national apprenticeship scheme consisting of new CRM object types, integrations to partner CRM system, telephony software (to enable callback scheduling), SMS provider and email clients; thus allowing everything to be handled through one application. Produced a set of KPI and operational reports enabling greater management.

Was a key technical resource in the successful implementation of Lagan CRM into a the customer service center with many local offices for a nationwide company.The system was heavily integrated with back office system ‘Capita Housing’ using BizTalk and custom web services and included other integrations for telephony, SMS and Document Management including outbound calling functionality.Built a suite of reports for use within the business including individual/team performance reports and business reports to establish customer/market trends.Worked with IS to transition from project state to BAU including technical training and troubleshooting.

I supported the implementation of a help desk solution built on a separate Lagan environment. After implementation I was responsible for capturing all incidents, service requests, report requests and change requests that arose from the customer service centre and other key stakeholders.I initially acted as first and second line support, escalating anything out of my technical capability to the more senior Lagan developers.I was responsible for supporting all Lagan and Hipath Procentre (HPPC) related queries. HPPC was the chosen CTI solution at Gateshead where I was responsible for managing the day to day activities including producing telephony reports, managing agent accounts and skill levels, to the more technical activites like configuring new queues through the telephony centre/managing the master RSF and configuring new ACD groups. Additionally I supported the soft phone integration with HPPC and Lagan.I quickly began learning SQL to ensure effective reporting from the CRM as there was a gap in the service provided due to the lack of SQL experience.I was quickly moved on to more complex and high profile builds due to my constant development and innovative designs which saw me successfully implement a disaster recovery module which could be toggled to invoke a disaster recovery script at the start of any given interaction type. This could be toggled by any authorised service manager with no Lagan development experience.