Chris Houlden Email & Phone Number

Newark-On-Trent, Gb

Nottingham, England, United Kingdom

Grantham, England, United Kingdom

Main Responsibilities• Focused on customer and solving their needs.• Ensure accurate understanding of customer needs by assessing andanalysing feedback.• Defining product vision across multiple feature teams.• Owning product roadmap and prioritisation.• Liaising with Product Management to prioritise product backlogaccording to business value and ROI.• Able to bring clarity and simplicity to complex and ambiguousenvironments.• Leading re-design and automation of processes to achieve operationalefficiencies.• Creating a collaborative environment with Business Analysts,Engineers, UX and Scrum Masters to deliver true value.• Inspiring and empowering teams to think big when solving customerproblem statements.• Innovative thinker.• Excited about solving challenges.• Effectively working with agile feature teams.• Strong leadership skills within feature team• Driving continuous improvement by keeping a breast with Agile andScrum best practices and trends.• Manage delivery ensuring teams remain motivated and focused onpriorities.• Enable fast decision making.• StakeholderManagement.• Perform any project tasks as required to meet needs ofdepartment/business.• Self starter and complete finisher.

Grantham, Lincolnshire, United Kingdom

Main Responsibilities • Working with business customers and key stakeholders to elicit, analyse, refine and document their requirements for new development opportunities and changes • Assessing the impact of business requests on existing systems and processes • Mapping complex business processes (where a lack of documented process hinders business analysis process) • Production of dynamic prototypes for senior management, to demonstrate the value of the products we are able to develop. • Representing the customer (acting as a customer proxy) in support of IT teams/Systems Analysts throughout the project lifecycle • Validating / verifying that the functional and non-functional requirements are appropriately implemented within the solutions provided by the Systems Analysts • Ensuring work is delivered to agreed deadlines and priorities. • Providing support to the Systems Analysts and engineers in the definition of technical solutions. • Ensuring regulatory requirements, data protection and risk frameworks are met where appropriate. • Working in a flexible way when the occasion arises to undertake tasks which are not specifically covered in the job description, but are within capabilities.

Long Bennington, Lincolnshire, United Kingdom

I was responsible for all Operational CRM queries for Payplan Debt Management Ltd, one of the main aspects of my role was to differentiate between system failures, process failures and training requirements. I would liaise directly with various areas of the business to ensure issues were resolved in an effective timely manner. Where system failures were identified i would analyse and define the root cause of the issue and liaise with IT Account managers on technical solutions and elicitation of requirements. Another aspect of my job was facilitating regular meetings with senior operational managers, line managers and team leaders where I would present proposals for system enhancements and automations. In the event of a proposal being agreed upon I would begin working directly with IT account managers and developers on designing technical solutions. I would then support operational end users through the delivery of any system enhancements, this included documenting users guides and delivering training.I also supported operational managers by documenting their reporting requirements ensuring the required data was included and presented clearly in departmental data outputs.The role soon evolved and I was made responsible for operational process reviews. I was tasked with documenting and analysing existing processes to ensure non value added waste was mitigated, whilst also ensuring each processes was compliant and cost effective.Main Responsibilities • Recording and analysing operational CRM failures • Successfully defining root causes • Reviewing and documenting internal operational processes • Identifying technical improvements and solutions • Identifying training requirements • Delivering operational system training • Facilitating regular feedback sessions

Long Bennington, Lincolnshire, United Kingdom

I was employed as a case officer in Payplan’s debt management client supports call centre. I successfully managed a caseload of approximately 1000 clients, ensuring clients maintained regular payments whilst also answering client queries in a professional timely manner. I was able to complete all duties to a high standard and made headway mitigating client contact by liaising directly with creditors on behalf of my clients.Main Responsibilities• Consumer case management• Maintaining consumer arrangements• Answering inbound consumer calls• Negotiating with consumer creditors

Grantham, Lincolnshire, United Kingdom

I was employed to work on the upholstery department where I assisted with sales of household furniture. I diligently split my time between the sales floor and the customer service department, where i recorded and investigated customer complaints, both in store and while visiting customer homes ensuring a suitable resolution was found.Main Responsibilities• Maintaining high level of product knowledge to maximise sales opportunities• Increasing departmental sales• Identifying, recording, and defining customer complaints• Negotiating with supplier on manufacturing defects• Pro-actively managing supplier returns• Completing complex deliveries and in home assemblies• Customer home visits

Education record

Education record