Highly motivated, creative and innovative Senior Business Analyst who enjoys the challenge of a fast-paced, changing environment with expertise in problem solving and solution delivery from UAT to end user documentation and training. Excellent analytical skills utilising Microsoft Office packages, excellent communication skills with extensive experience in both written and verbal presentation and report building. Ability to take operational lead on small or large projects with excellent stakeholder management and engagement skills with a high level of attention to detail and ability to articulate complex ideas in simple terms.Expertise in; Change management, problem solving, design implementation, organisational improvement, telephony management• Change Management: Credit Energy business lead. Delivered operational deployment of a new telephony platform impacting 16 million customers and 5k FTE across 3 continents at a cost of £8.2m• Root cause, Trends and Problem Solving: Uncovered and identified issues with SAP migrated customer data, resulting in a fix that rectified 3.4m customer records enabling them to use telephony self-serve again. • Design Implementation: Re-designed and implemented changes to high volume telephony IVR applications including engineer booking, energy meter read and card payment that led to an increase in self serve success from 54.3% to 81.5%, resulting in a 202k reduction in calls into contact centre.• Project Management: Introduced an automated IVR and SMS solution to improve the customer experience for those wanting to change their tariff at roll-off. It was customer choice to use the self serve channels but due to the ease of use, 42% of customers elected to use this option removing 145k contacts.