Business AnalysisLeading the scoping, requirements gathering and solution design phases of projectsOrganising and plan the business requirement phase using effective project management tools and techniquesSupporting and advising the test teams to enable development of the test strategy and test plansLiaising between internal business customers and the IT and project teams to ensure that IT delivery meets the business objectives Process EngineeringEnsuring all processes are cost efficient and effective while establishing controls to monitor process performance.Lead business process with responsibility for designing and implementing ultra-efficient processesReviewing and reporting on the effectiveness of any change to existing processes (measurement of process efficiency post implementation and reporting the benefits realised)Ensuring adherence to business process standards throughout No Nonsense operationsEnsuring that the appropriate level of security and compliance is built into No Nonsense business processes.Product ConfigurationAmending products using configerator tools in an accurate manner, to timescales and in accordance with governance requirementsMaintaining detailed and thorough understanding of product structure in the policy administration systemOverseen the transition to a new Service Provider for No Nonsense’s phone, email and back-end processes.Identified and implemented a number site changes aimed at improving the customer experience and efficiency of the No Nonsense site. Reviewed key processes in operation by No Nonsense and implemented improvements around our SmartDriver (telematics) processes which resulted in improvements in the cancelation process. Investigating and performing analysis on product related issues to determine their priority and root cause. Performing bug-fixes or specify IT development requirements as appropriate

- Managed lean six sigma DMAIC process improvement projects for customer service.- Applied a structured DMAIC methodology and led change management activities, measured impact of changes and created change management strategies.- Delivered of Voice of the Customer (VOC) analysis for key business initiatives at regional and global level.- Project: Implemented improvements to the eBay Self Service platform across two sites, which led to an uptake by customers of self service options. This led to a reduction in customer phone, chat and email contacts to our customer service teams of 10% (providing a saving of $270,000).- Carried out Process Analysis/Root Cause Analysis and deep dives in order to provide actionable insights and recommendations to the business.- Project: Mapped the UK Buy, Sell & Registration (BSR) End to End Customer journey and identified customer service and member touch points. This resulted in 4 product enhancements and the deployment of a new team for a new market segment of customers.- Deployed Continuous Improvement framework to customer service strategic partners.- Project: Created and deployed 37 separate editions of a globally aligned Standard Operating Procedure guide for a newly launched customer service tool (Siebel) which was utilised by training and product teams.- Regionally led multi-functional global product improvement initiatives.- Project: Implemented a new customer support channel utilising a new chat technology across 2 vendor sites for the UK market. Specifically supporting the Buy, Sell Registration and Billing segment of the UK Market. Chat is now handling 25% of UK customer volume.- Designed and maintained self-explanatory business processes.- Implemented process, policy, product changes for global customer service teams.- Outsourcing Partner/Vendor management:o Worked with the outsource partner on Day to Day tasks in relation to volume management as well as agent assignment

- Support the roll-out of new site and internal policy changes to internal customers.- Provide a direct link for feedback from Operations to Product Managers post and pre-launch for all process and product changes.- Responsible for up-skilling teams/departments in processes/features updates.- Develop and update training material prior to new feature launch. - Leading calibration meetings/calls with outsource vendors.Achievements:Design of an eBay Advanced Listing tools training curriculum that is now part of all new hire training during induction.Created an online training catalogue of eLearning demonstrations for use in New Hire Training classes through the Adobe Captivate software.

- Demonstrate excellent knowledge of eBay products, practices, policies and procedures- Support direct and vendor customers via chat and email channels.- Effectively solve problems and find the best solution for customers.- Consistently meet or exceed the department’s expectation for productivity level- Ability to manoeuvre effectively and efficiently through all computer systems- Work cross-functionally with all teams Achievements:Achieved high customer focused metrics (Agent Satisfaction and Resolution) consistently across 2 years. Supported overflow partner with best practice sharing initiatives.

Roles and Responsibilities- Analysing and collation of data in a fast paced short-term project based environment. - Documenting and presenting results based on key customer requirements.- Delivery of databases to customers via online dedicated sales team.- Responsible for sustaining professional relationships as part of a multi-team environment. Achievements:Key direct marketing data projects consistently delivered on or ahead of scheduleUpskilling on FoxPro and proprietary software to deliver on key deadlines.