Overseeing the continuous delivery & improvement journey across both Sales & Service Cloud for our Global Individuals business line.

- Serves as the customer proxy by understanding key business objectives and strategy of the product, with focus on improving the customer experience, operational efficiency and employee engagement and ease of use- Helps shape each business segments product roadmap ensuring alignment to business strategic priorities & in collaboration with other Product Owners- Works with portfolio management, scrum teams & key stakeholders to define and prioritize the product backlog- Gathers feature requests, manages backlog, coordinates iterations/sprints in conjunction with the agile team and subsequent release schedule- Creates user stories and acceptance criteria in collaboration with the business systems analyst & product SME, ensuring stories clearly communicate customer/stakeholder needs to the development team- Creates a business case, assesses the business value and prioritizes all stories to ensure the focus is on those with maximum value, aligned with product and company strategy.- Follows up on the return on investment against the original business case throughout the process, including any alignment to functional capacity models- Participates in PI planning, squad & scrum ceremonies; effectively contributes to the iteration planning, daily stand-up, intake and backlog refinement, iteration review & retrospective- Collaborates with Product Owners and key stakeholders to understand/support interdependencies and escalate issues when necessary- Solves product related problems & complete trade-off analysis to deliver against commitments- Delivers within set deadlines & identifies any risks- Collaborates with change team and functional leads to ensure operational readiness

- Key business SME, participating in PI Planning and various scrum activities to provide operational knowledge to critical ecosystem projects including Enhanced Envoy and the CRM replacement (Salesforce) project with a focus on MVP delivery, risk assessment and mitigation throughout the timeline whilst working as part of a virtual team- Agile trained to manage product backlogs of 500+ items; creating, defining, grouping and prioritising items based on criticality and business benefit. Ensuring maximum value is delivered within sprints for global stakeholder groups (EU, NA, ME, APAC & China) within the continuous improvement journey- Experienced in managing stakeholder expectations by supporting queries and timescales for defect resolution as well as new requirement intake/enhancement process- Delivered live system demos to the Senior Leadership Team, Operational Teams and the wider I.T ecosystem teams during Inspect & Adapt ceremonies for Service Center and Enhanced Envoy- Gathered and analysed data (cycle time, TAT, SLA) to support business case creation and benefit delivery evaluation, whilst also using volume data to assess operational impact and evaluate solutions to achieve maximum business return on investment and associated resource implications - Assisted the Business Readiness and Deloitte team with the development of training materials, updating existing and approving new Salesforce procedure documents- Worked with SIT and UAT teams answering questions regarding intended functionality, performing PVS, SIT and UAT testing as required, creating and reviewing UAT test/business checkout scripts and collaborating on post-release update communications - Command Center Support Lead following successful Salesforce/Vlocity go-live deployment

• Provide positive and visible leadership •    Support the operational efficiency of the team, achievement of performance standards and contribution to the overall development and performance of the team •    Develop team resources through planning and direction to optimise team performance in the short and long term •    Develop team quality (as set by Service Level Agreements) to ensure internal/external business requirements and standards are monitored, achieved and continually improved upon •    Support team, assist development and performance through active coaching, monitoring and feedback in an open, supportive and clear development style •    Review existing processes and procedures and develop new strategies as required by the Business/Legislation •    Ensure all staff follow Cigna protocols and processes •    To instigate remedial action before issues become visible and affect customers directly •    To escalate challenges to line manager when issues are not being resolved •    Monitor and be involved in each team member’s audit and performance, to ensure service standards are maintained •    Delegate workloads within the team and review processes to identify improvements with a view to increased efficiency, cost containment and the provision of a high level of service to customers •    Make appropriate business decisions when necessary •    Review and provide accurate reports and statistical information to the Team Leader as appropriate •    The role combines the need to develop team performance and contribute to the wider effectiveness of the Department, as a key member of the team •    Provide team and skill development through active coaching, monitoring and feedback in an open, supportive and clear style

Main Duties/Responsibilities:- Provide the highest levels of customer service, striving for first contact resolution, responding within given timelines, processing dental/vision and medical claims in line with the customers benefits.- Ensure that all operating procedures and regulations are followed in line the policy terms and conditions.- Providing quality advice and information to customers and colleagues regarding their health benefits.- Monitor turn-around times to ensure contacts/claims are settled within required time scales.- Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.- Actively support all team members and provide resource to enable all operational goals to be achieved.- Carry out any adhoc tasks as required to meet the business needs.July 2018 Update- Point of contact for India office escalations.- User Acceptance Tester for internal systems. - Customer Service Team Coach.- Participating in various business project teams to improve internal procedures as well as expanding and improving our customer experience.

I was asked by Bank of Scotland if I would like to join them for 3 months to help assist with the transition of customers from Grand Central Savings to help them settle in and also help with their needs and wants. Whilst I was there I would also be the first point of contact for any customers who came in to the branch. I would try to assist them with any queries they might have and if I was unable to do so then would redirect them to the appropriate colleague who could help them. I would also help customers pay in cash or cheques through the Immediate Deposit Machine.

Within this job my roles and responsibilities were to maintain a banking facility for customers, some of which were socially and financially excluded individuals. This meant that I had to ensure that all branch transactions were accurately and efficiently processed and recorded. I was also responsible for cashing cheques, accepting deposits as well as paying out cash withdrawals to customers. I completed an SVQ3 Modern Apprenticeship in Customer Service whilst working there and I was then able to supervise a new Modern Apprentice that was hired. I was the main key holder to the property and as such was the first point of contact for any call outs which happened.

My role and responsibilities included assisting customers and staff when they telephone the office, collecting, sorting and distributing the mail, both incoming and outgoing. I would help maintain their financial records, type up letters, minutes and feedback sessions. I would also help design and create leaflets and posters. I contributed to the children in the Autistic Play Scheme by creating a “Behind the Scenes” movie project for them to enjoy. I had the responsibility of re-organising the filing cabinets, photocopying and filing invoices/letters appropriately.