George Thompson Email and Phone Number

• Lead an Agile scrum team within a £20m programme to introduce a quotation portal and backend CRM platform for all UK broker and aggregator sales. Defining and prioritising the user stories, creating solution designs, and acting as the platform subject matter expert across the programme’s development teams.↳ Designed personalised sales to guide customers to the best propositions available. Improving the businesses promotional capabilities, increasing customer satisfaction and reducing administration.↳ Executed an overhaul of the portal, CRM and API performance reducing customer wait times on average by 300%.↳ Redesigned the account management system, streamlining onboarding to reduce admin intervention and minimise support inquiries.↳ Developed a medical assessment canvas app to guide sales agents through the underwriting process. Simplifying the process for internal agents whilst slashing handling times.• Delivering an overhaul of the customer contact centre’s internal process. Simplifying the agent experience from a disjointed journey across multiple applications to a single guided, AI assisted application.↳ Built an identity and verification canvas app for telephony and web chat customers. Guiding agents through the process reducing agent training time, minimising agent errors and reducing average handling times.↳ Utilised Co-Pilot to improve the agent's journey. Summarising pre-existing transferred transcripts for agents and supervisors, guiding agents through scenarios and automating previously manual processes.• Collaborating on an initiative to standardise the Agile development tools and processes across workstreams and bring in line with the SAFe methodology.

• Managed the club’s best-in-class CRM platform, ensuring optimal utilisation and user satisfaction. Defining the strategic roadmap and feature prioritisation. Working closely with an Agile development team to ensure initiatives are delivered on-time and on budget. • Delivered a first of its kind loyalty programme to all club members rewarding for interacting and spending with the club. Improving customer satisfaction whilst driving attendance.• Implemented a portal for premium season ticket holders to self-serve renewals. Enhancing the customer experience whilst dramatically reducing the service team’s workload.• Responsible for line management and development of a Business Analyst.

• Conducted requirements gathering, business process documentation, functional design and training for multiple high importance projects. ↳ Reengineered the premium sales team's workflow, from lead generation to closing. ↳ Implemented season ticket deposits sales for the premium tiered seating and dining. ↳ Revamped the partnership development team’s sponsor acquisition process. • Served as the go-to expert for training, troubleshooting, and change management.• Designed usage reports and dashboards, guiding data-driven decision-making and user engagement strategies.

• The sole Business Analyst on a project to design, build and implement a customer facing portal for a health and safety contractor assessment business.• Responsible for documenting the current business process, gathering requirements and producing to be processes for all major user journeys.• Collaborated with UX teams in client workshops, translating creative concepts into actionable features.

• Contributed to the international rollout of a standardised ERP and CRM solution across 20 locations.• Tailored the CRM sales platform designs to meet unique site requirements, liaising with developers for solution execution.

• Completed six-month placements within various areas of the business: CRM & ERP Project Associate, Project Manager, Business Change Project Associate, Market Analyst, Electronic Design Engineer