Responsible for the strategic direction and operational effectiveness of the company’s incident and problem management processes within a 600+ employee agile technology company. Continually reviewing processes to ensure they integrate seamlessly with the ITIL service lifecycle. In addition to benchmarking strategic and operational decisions against the needs of a successful global company.•Drove operational change by effectively implementing automation to facilitate smarter working, allowing staff to focus on providing world class customer service. •Implementation of a Service Desk monitoring team to consolidate existing company monitoring capabilities, allowing the Service Desk to provide a proactive incident notification to customers for over 100 services. •Streamlined reporting processes to champion valuable information specifically targeted towards senior management and executive board members,•Continuously working to enhance synergy between management and operational team stakeholders, to better align objectives to company strategy.•Strong interest in current InsureTech and FinTech developments and therefore maintain visibility through various online sources and publications. •Removed blockers and motivate stakeholders to radically improve customer sentiment.•Identified and nurtured talent to help make culture changes within an organisation.

Introduced and maintain an agreed problem management solution that is utilised across multi-site locations; identify trends and potential problems by collaborating with multiple technology and commercial teams.•Worked with over 20 third parties and suppliers to refine and improve business communications and promote synergy to improve incident response to mutual partners. •Understanding of Agile / DevOps methodologies and of real-world challenges when working with legacy technology and systems. •Experience managing and working with large 25+ Service Portfolio.•Effectively collaborated with all levels and communicated customer impact and technical challenges.•Strong relationship builder allowing complex change to progress, improving customer experience.•Worked with teams to improve understanding and importance of contractual obligations and key performance metrics, such as SLAs and OLAs which can be specific to each client.•Providing services on both public and private cloud platforms.•Highly proficient with ServiceNow and strong knowledge of ServiceNow integration.

Responsible for demonstrating bespoke application to clients and identifying sales and development opportunities•Undertook and supported bespoke application functionalities in line with company needs•Collaborated closely with departments to ensure system functionality precisely matched client’s needs such as identifying requirements and system improvements•Maintained the quality management process and documented procedural processes•Identified opportunities for process procedures and made improvement•Researched, proposed, agreed and developed projects with an emphasis on quality, service, cost saving and efficiency•Escalated and referred point for non-conformances/complaints, both internally and externally•Liaised with internal and external customers; identified, highlighted and resolved issues quickly•Developed and maintained a high level of underwriting, insurance market, procedural and customer knowledge

Provided expert testing for insurance product development and application testing/comparison.•Contributed to the departments quality management process that included documentation and auditing•Provided technical support and ongoing training to Production staff members and clients.•Identified opportunities for processes and procedure improvements; •Collaborated closely with the management and staff members, internal and external customers in identifying, highlighting and resolving issues•Developed and maintained a high level understanding of the insurance market and consumer knowledge

Adhered to compliance and audit requirements, alongside guidelines established by regulatory bodies Key Achievements:• Entered information onto the computer system accurately and in accordance with the Data Protection Act• Addressed and processed complex customer queries; provided accurate information and adhered to departmental targets, call answer rates and monitoring scores• Ensured personal targets were being achieved at all times• Cooperated with insurance companies on behalf of the client• Up sold additional products where required on any mid-term adjustment calls or new business cases• Worked in line with and adhered to FSA regulations and procedures• Gained full training in motor, household, travel, motorcycle and military kit insurance at new business, renewal and mid-term adjustments• Provided outstanding customer service and retention