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.

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.

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:

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.

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.
• Recognised as one of the most reviewed letting agents in Scotland, with positive feedback via email and social media.

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.

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: