E&F Solutions (home of #D365ForHousing) helps Housing Associations implement #MicrosoftDynamics365/ #Powerplatform or ‘hit refresh’ on a current system. We do this in an Affordable.Innovative.Collaborative way.

Technical lead for the roll out of Microsoft Dyanmics 365 across DofE. Working in house and with a Microsoft Partner. * Implemented Microsoft Dynamics for the operations team* Implemented Grant Management* Implemented Customer Voice to send surveys to licenced organisations

Abri (40,000 homes) was formed by a merger between Yarlington Housing Group and Radian Group, during this time I delivered value by:• Implementing changes to Dynamics 365 to reflect the new Housing Ombudsman guidance• Oversaw changes to Dynamics 365 that supported a significant government scheme

Radian Group was a 24,000 property organisation. As IT Business Partner I delivered value by • Changing the way colleagues learnt about software - designing and implementing a new way of delivering IT training. Moving away from classroom first to user focused, on demand and available anywhere.• Implemented Microsoft Teams across the organisation – The software was adopted (Over 22,000 chats a month within the first few months of launching. This changed the way colleagues interacted with each other and enabled us to mobilise quicky during the COVID 19 pandemic• Piloting and delivering (including testing & training) new devices for front line colleagues and trades. Enabling agile working and the ability to support the Microsoft 365 stack• Setting up a technology champions team who: o Provided guidance on the types of devices to trial o Fed back on new software including Microsoft Teams o Helped shape the way we deliver IT Training

Worked for a Microsoft partner where my role involved:• Facilitating workshops and requirement gathering sessions• Preparing specifications, estimates and solution documentation• Designing, building, and implementing CRM solutions across a variety of different industry sectors • Communicating effectively at all levels of various organisations (across different sectors) • Keeping up to date with Dynamics CRM capabilitiesKey Achievements:• Achieving 3 Microsoft certifications in 4 months• Delivering 3 large projects• Creating D365 blogs

Optivo is a brand new 44,000 property organisation, the result of a merger between AmicusHorizon and Viridian HousingWithin the first 6 months of the new company forming I :• Lead a great team that delivered Microsoft Dynamics to ex Viridian colleagues (6000 cases logged in the first month)• Won the best small contact centre award at the Customer Experience Awards • Lead a brilliant team who delivered our % Customers online target early for the second year running.

My role involved all things CRM. From form design, building entities and creating workflows/business processes to training and consulting colleagues across AmicusHorizon, a 28,000 property housing association. I work with stakeholders at all levels of the business and run various workshops to get a clear understanding of what’s required. I love finding new ways to help customers, deliver efficiencies and drive satisfaction levels. Key Achievements....so far • Designed, built, and implemented a CRM system across AmicusHorizon• Delivered 2 upgrades (CRM 4 to 2011 and CRM 2011 to 2016)• Developed and delivered a Dynamics training plan to 700 users• Created an internal Dynamics SharePoint page to support colleagues • Developed Dynamics to: o Support our Financial Inclusion team through Welfare Reform o Log and track complaints o Complete Income and expenditures o Provide patchless working for housing officers o Log and track health and safety actions• Identified how CRM data could be used to support our customers• Created and implemented an agile CRM development process• Identified £10,000 worth of savings by using out of the box functionality and dropping supplier plug ins• Over 1 Million cases have been loggedI played a key role in the previous AmicusHorizon strategy (2016/17) to get 70% of customers online by 2020. I did this by:• Co-writing the click and connect strategy – Used to develop our online offer• Designed and implemented an action plan that delivered the first year’s target (35%) by January 2017. Two months before target (end of March 2017)

Line managing 13 colleagues, my role involved staff development and implementing clear targets and quality control measures. Key Achievements• Month on month improvement in performance• Worked with my teams to develop and complete a ‘team plan’ that identified areas for improvement.• Developed and implemented clear targets for both teams• Established quality checking of correspondence and survey calls