Gary Done Email & Phone Number

Newcastle Upon Tyne, England, United Kingdom

Working as part of a project team to transition the processes carried out by the Adviser Servicing team in Southampton, to Newcastle. This involves me learning all their current processes whilst identifying ways to streamline and improve them to make the Adviser experience a better one.Whilst doing so another key accountability is for me to identify the.

Newcastle Upon Tyne, England, United Kingdom

• Managing the workflows of the Intelligent Office Support Desk and Payments teams.
• Being the point of call and key contact for expert knowledge of Intelligent Office for the IO Support and Payments teams, 3rd party system providers and members of the Adviser Operations management team.
• Completion of Quality Control on work carried out by the teams, team training and ensuring that the team are accredited to the required standard.
• Daily, weekly and monthly MI reporting to key stakeholders within adviser operations.
• Capacity planning.
• Tracking the teams skill base, and meeting any training requirements

Newcastle Upon Tyne, United Kingdom

• Working within a multi million pound project to upgrade our core sales processing system, I manage the workflow for a team of 5 people. My current tasks include:
• Ensuring that our 4500 end users are switched to the new version of the system within SLA.
• Being the point of call and key contact for expert knowledge of the systems to the various members of the project team, 3rd party system providers and members of the Adviser Operations management team.
• Making sure that Digital Portals are set up correctly and on time, so that the advisers clients can access their portfolios online.
• Completion of Quality Control on work carried out by the team, team training and ensuring that the team are accredited to the required standard.
• Daily, weekly and monthly MI reporting to key stakeholders within both the project team and adviser operations.

Newcastle Upon Tyne, United Kingdom

• Ensure successful completion of the migration of system users to the Upgraded version of XPLAN.
• Strict adherence to SLA’s must be met to ensure advisers can recommence their business submissions.
• I was handpicked to be a member of the switch over team, base on my vast knowledge of account maintenance and track record of producing a high standard of work within my current role.
• Responsible for the Quality Assessing of user accounts for all users switched over by other members of the team. I collate multiple datasets for tracking the rollout. For example, the pulse report and the switch over.
• Ensuring that users have the correct access to XPLAN once upgrade is complete.
• Pre-Checking all information submitted by the Implementation Consultants (IC), to ensure we have the correct data on the switch over day.

Newcastle Upon Tyne, United Kingdom

• Within my current role I was an integral part of the project to roll out the XPLAN system to 5000 users including Financial Advisers and support staff. I am now a lynchpin member of the project team charged with.
• First line support for troubleshooting and resolving queries via telephone and email.
• I was handpicked to be a Login specialist within a month of joining the business. Setting up and maintaining user accounts and completing pre training checks to ensure accounts are working correctly.
• Responsible for Quality Assessing of user accounts for largest network within Intrinsic. I collate multiple datasets into master database for tracking their rollout.
• Working with data analyst to co-ordinate the migration of users client information from the old system to XPLAN
• User license management and forecasting, ensuring that users have the correct access to XPLAN and Intelligent Office and that enough licences are available when we need them.

Altrincham

• Worked within the UK project team as part of a Global project to standardise the time and attendance systems. This included;
• Led requirements gathering sessions with various stakeholders
• Created design specification from requirements sessions for verification by the business users
• User acceptance testing locally and within business units
• Created and updated training materials including webinars and “how to guides”
• Site visits to introduce new system and train key users

Altrincham, Cheshire

Key user for Crown Time & Attendance system, NGA SAP HR Database, PeopleSoft Oracle HR Database, Workforce Time & Attendance system and Neocase case management system. Managing fault resolution, database maintenance and reporting for 3800 end users across the UK.OneView SAP BI load filer for same population responsible for accurate loading of UK data to.

Liverpool, United Kingdom

• Drive all aspects of quality across the five contact centres by providing intelligent feedback and recommendations to the business to help improve the overall quality and customer experience
• Lead major projects and implement new IT initiatives for example the Customer Satisfaction Survey
• Responsible for day-to-day maintenance of the system and provided regular MI reports to the board and management team
• Analyse calls and provide information to the business to help improve the quality of customer experience, compliance and process adherence
• Regular site visits delivering training on areas such as achieving Key Performance Indicators and the Mystery Shopper Programme
• Maintain strong working relationships with employees at all levels of the organisation across different areas

Liverpool, United Kingdom

• Worked in a customer contact role selling Motor Insurance and associated policies over the telephone
• Responsible for call monitoring to ensure quality levels and targets for service met
• Analysis of data relating call volumes and provided solutions to overcome resourcing issues
• Deputised for management in their absence including taking over people management responsibility
• Processing applications for Personal Loans for the Branch Network which involved liaising with Branch colleagues

Clait – Computer Literacy And Information Technology, Pass

Radio Journalism And Media Techniques

City and Guilds 7790 Radio Journalism and Media Techniques

Education record

Activities and Societies: School football team.