Duncan Black Email & Phone Number

London, United Kingdom

Summary:Engaged to resolve information management challenges, enhance data quality, and mitigate business risks by improving collaboration and implementing new technology solutions. Achievements:• Extended contract by 10 months for outstanding performance and project success.• Led full project cycle, managing over 50 stakeholders across 17 departments. • Delivered comprehensive discovery phase with findings compiled in a discovery pack.• Developed and executed Benefits Realisation Plan with success metrics.• Formulated & implemented a Solution Strategy to address key business challenges.• Managed technical selection process including: market research, extensive RFP preparation, vendor evaluation and selected Box as solution.• Served as primary Box administrator, managing all of Oxera’s content and access.• Coordinated live training sessions, including custom videos, and FAQ management.• Developed and delivered Master Process List with detailed process maps.• Provided regular stakeholder updates through standups, reports and workshops. Impacts:• Delivered Box, enhancing staff collaboration and streamlining data management.• Delivered project benefits and shared tangible results with the firm.• Transferred solution ownership to benefit owners for sustained long-term success.• Received praise for engaging and effective workshops and training sessions.

United Kingdom

Summary:Delivered high-quality software solutions for Civica’s CX Platform through precise documentation, thorough requirements analysis, and effective stakeholder management.Achievements:• Ensured software quality by analysing requirements, creating user stories, and defining acceptance criteria for the Homelessness CX module.• Managed change requests and formal reviews, facilitated workshops, interviews, and process mapping sessions.• Became the SME of the Homelessness module within 4 weeks, delivering targeted training and insights on functionality and improvements.Impacts:• Delivered the Homelessness module update to comply with government reporting requirements.• Secured prioritisation of key CX changes through impactful presentations.• Rapidly integrated into team, contributing new technical knowledge to boost results.

Highland, Scotland, United Kingdom

Summary:Tasked with driving the successful implementation of Civica CX by mapping processes, defining requirements, and delivering effective training.Achievements:• Documented and analysed ‘As Is’ & ‘To Be’ processes for Rents, reducing contact time for overdue payments by 10%.• Created and delivered comprehensive training materials and sessions for Civica CX, including comprehensive videos and training packs.• Developed weekly report for repairs, reducing uncompleted repairs by 42.6%.• Enhanced core business processes and user journeys through workshops, interviews, and surveys, integrating improvements into the Civica CX system.• Delivered successful UAT, ensuring thorough issue processing and resolution, resulting in 93% of bugs being resolved before launch.Impacts:• Delivered Civica CX, streamlining processes and boosting operational efficiency.• Crafted & handed over Master Process List to the business for ongoing ownership. • Training sessions were highly effective, with positive feedback and successful knowledge retention.

Invergordon, Scotland, United Kingdom

Summary:Developed and implemented processes to enhance the efficiency and accuracy of property management and site inspections across the Highlands.Achievements:• Created a detailed Google Map for property boundaries, improving accuracy in site inspections.• Digitised the reporting process, significantly reducing time spent on paperwork and data entry.• Streamlined the process of identifying property boundaries, replacing outdated paper maps with real-time digital data.Impacts:• Enhanced accuracy in property boundary identification and reporting.• Increased efficiency in site inspections and data management.• Reduced manual errors and administrative overhead, leading to faster and more reliable reporting.

Inverness, Scotland, United Kingdom

Summary: Digitised the Lettings department by identifying and implementing the best digital solutions, leading to significant cost savings and improved customer satisfaction.Achievements: • Developed & implemented clear, traceable business requirements for the Lettings department. • Conducted market analysis to identify and present the best digital solution, gaining senior stakeholder approval for DocuSign. • Tested, implemented, and trained staff on solution, resulting in £20,000 annual savings and a 25% increase in customer satisfaction. • Marketed properties, vetted tenants, drew up letting agreements, responded to tenant requests, arranged property viewings, instructed contractors, liaised with construction firms, ensured timely rent payments, and maintained strong customer relationships. • Recognised as one of the most reviewed letting agents in Scotland, with positive feedback via email and social media. • Contributed to winning the Glasgow Herald's Letting Team of the Year award.Impacts: • Streamlined lettings processes, leading to operational efficiency and cost savings. • Enhanced customer satisfaction and engagement through improved digital solutions. • Strengthened team reputation and performance, contributing to industry recognition.

Aberdeenshire, Scotland, United Kingdom

Summary:Provided comprehensive care and support for my terminally ill father, ensuring his comfort and quality of life through dedicated, compassionate service.Achievements: • Developed a deep understanding of non-verbal communication, effectively anticipating and meeting my father's needs when he lost the ability to speak. • Successfully managed all aspects of my father's care, including medication administration, coordinating with healthcare professionals, and handling daily physical care. • Organised and hosted social events to maintain my father's social connections and uplift his spirits.Impacts: • Significantly extended my father's life and enhanced his quality of life through attentive and adaptive care. • Learned and applied invaluable life lessons in patience, love, kindness, and gratitude, shaping my personal and professional outlook. • Managed the rapid changes in my father's health by quickly adapting to new medical equipment and training others in its use. • Received praise from healthcare professionals and my father's social circle, with the care manager noting he received the best care in the North East of Scotland.

England, United Kingdom

Summary:Completed one of the world's toughest training programs to become a Commando, showcasing exceptional leadership, problem-solving skills, and resilience.Achievements:• Qualified as a Combat Engineer, excelling in high-pressure problem-solving.• Earned the green beret by demonstrating the Commando values of excellence, integrity, self-discipline, and humility• Awarded the Commando Medal for exceptional performance and Commando Spirit: courage, determination, unselfishness, and cheerfulness in the face of adversity.• Completed SERE-C Training, gaining skills in survival, evasion, resistance, extraction, and handling sensitive information under extreme conditions.• Selected for the elite Surveillance & Reconnaissance Squadron due to superior abilities and achievements.Impacts:• Proven ability to tackle challenges in diverse and demanding environments.• Provided mentorship and leadership during rigorous training, standing out and guiding others through tough conditions.