James W. Email & Phone Number

London Area, United Kingdom

During my time in Legal & Compliance, I have improved various services and processes by collaborating with stakeholders, managing changes, and ensuring systems are efficient, user-friendly, and compliant with regulations. I have driven significant enhancements in service delivery, communication, and operational efficiency.- CAPA Service Management: Collaborated with stakeholders to gather requirements for a new CAPA system, managed the change process for migration, improved service communications, and enhanced user experience by writing requirements for ServiceNow form upgrades.- VQD Local Business Admin and BU Representative: Represented L&C at Change Review Boards to communicate departmental interests, documented, and published the support model for L&C to streamline processes and improve team understanding.- CW Management: Managed L&C CWs for various teams, ensured timely approvals and deactivations of accounts, improved communication with the vendor through regular check-ins and feedback sessions, and implemented new processes and tools to enhance ways of working.- Intranet Support Process: Advised on a new process for KC support for L&C Intranet pages, built a support system using PowerApps and Automate to streamline tasks, and wrote detailed requirements for transitioning the support process to ServiceNow.- Resource Governance: Consulted on improving the resource governance process, identified key areas for improvement, developed a comprehensive plan for a complete rebuild, built a new PowerApp for data submission, oversaw the development of automations, and supported the rollout and continuous improvement based on user feedback.- Management Monitoring: Conducted Third Party Management Monitoring for 2024, reviewed key details and assessments for vendors used by LCLT, ensured vendor compliance with regulations and standards

Brentford, England, United Kingdom

During my final rotation at ViiV Tech, I collaborated with the EU and International Markets in a role that encompassed Business Partnering, Project Management, and Service Management. Key activities I engaged in included:- Virtual Meeting Hub and SMS Reminders Rollout in Spain: I addressed Veeva/Gigya data correction issues, gathered regulatory information for SMS number provision, and obtained local language translations. This involved extensive information gathering and stakeholder management to ensure compliance and accuracy.- SMS Expansion: I was tasked with exploring the potential for expanding the use of SMS beyond webinar reminders. This required initial research into the available technology and capabilities within GSK, demonstrating my ability to gather requirements and assess technological solutions.- Service Management: I worked closely with Local Operating Companies (LOCs) to identify and manage queries, changes, and incidents. I collaborated with GSK Tech to address each tracker entry on behalf of the LOCs, showcasing strong stakeholder management and collaboration skills.- Digital Health & Innovation: I collaborated with my line manager to gain a deep understanding of the digital health services landscape within ViiV. This included working with the Klick tool developed by Avegen and Chelsea & Westminster Trust, supported by ViiV. I also supported the Request for Proposal (RFP) process for a Patient Support Programme in Italy and France, contributing to the creation of the RFP document, score criteria, and vendor presentation evaluations. Additionally, I facilitated Above Market and In-Market Innovation workshops to identify opportunities for market improvement. My contributions in innovation workshops and LOC service management earned me a Bronze Recognition award.

Brentford, England, United Kingdom

During my second rotation, I joined Beyond Innovation to broaden my experience in the field of innovation. During this time, Beyond merged with the Vaccine Accelerator Hub to form Digital Innovation & Beyond (DI&B). My involvement in this team included:- OneDev Datathon: I supported the OneDev Datathon by conducting research on potential vendors, building a SharePoint mechanism to capture vendor details, and designing and managing the scoring mechanism used by employees to evaluate vendors. This included using Vevox for the initial round of presentations and developing a more complex scorecard for vendor demos. My work demonstrated strong research, planning, and coordination skills.- Team Cohesion & Morale: To ensure team bonding during the merger, I researched methods to improve team morale, surveyed team members for their input, and created an action plan. This led to the formation of Team Milaap, which was responsible for implementing the action plan, organizing team meetings, welcoming new members, and coordinating team farewells. This initiative showcased my skills in research, team collaboration, and planning.- Team Days: In November, DI&B held two team half-days. I co-ran the Diversity, Equity and Inclusion session, supporting the icebreaker, breakout activity, and post-breakout discussion. Additionally, I coordinated with session leads to ensure the smooth execution of hybrid meetings and breakout rooms. My efforts in planning and meeting coordination earned me a Bronze Recognition award.- TS&P Culture Squad: I was recommended and invited to join the Tech Strategy & Performance Culture Squad, tasked with embedding the New GSK Culture into TS&P teams. I facilitated breakout room discussions on Is/Is Not conversations and integrated this work into Team Milaap to naturally bring the New GSK Culture to DI&B. This role highlighted my abilities in team collaboration and cultural integration.

Brentford, England, United Kingdom

During my first rotation, I successfully managed various projects and initiatives, demonstrating my proficiency in requirements gathering, stakeholder management, and project management. Notable accomplishments include:- Project Management: Managed the Poland to Hungary Multi Market Warehouse Move, a late addition to the Cluster 2 Timeline. I was responsible for aligning this new scope with the main project timeline, which included extensive requirements gathering and stakeholder management to prepare for the Trial Data Load.- Tracking & Reporting: Developed a Show and Tell session tracker using SharePoint Lists and PowerAutomate. This system automatically followed up on sessions that were due but not marked as completed, improving accountability and tracking efficiency.- Process Improvement: Designed a new Day In Life Testing (DIL) tracking process and app using PowerApps, SharePoint Lists, and Power Automate. This system ensured data accuracy when Super Users reported test results and enabled the creation of a nearly fully automated reporting dashboard in Excel. My work on this process earned me a Silver Recognition award. The system was further adapted into an Early Life Support app and has been successfully utilized in Project Evergreen. This achievement highlights my skills in requirements gathering, stakeholder management, and project management, demonstrating my ability to drive significant process improvements and deliver impactful solutions.

Gloucester, United Kingdom

I was fully responsible for all aspects of running and implementing SAP Screen Personas at Gloucestershire County Council, As the only member of the Business Service Centre Technical Team working on the project.This included management of the project, setting and working to timescales, stakeholder management, research, creation of the bespoke screens and providing end-user support during the trials alongside supporting users that had gone live with the system. This role contributed to the development of:- Organisational and Communication Skills- Stakeholder Management & Process Analysis- Project and Change Skills - Technical Skills, including JavaScript and SAP Database- End-user System Support

Cheltenham

As a Brand Experience Partner I contributed to successful achievement of the store KPIs, with a specific focus on the experience of customers throughout the Branch at all customer touch points. The role was customer facing, part of a team who signpost, explain and sell experience packages, where necessary creating or tailoring these to customer’s individual needs. I also delivered and supported in-store events, liaising with Partners, Customers and Third Parties. Since the Experience Desk was a new trial to John Lewis, there were few set procedures and systems in place, instead these were done at a local store level. Utilising my past experience at GSK, I redeveloped the booking system within the Cheltenham store to be simpler, more informative and more accurate. I also developed a Google Site for the Experience Desk team, so that all information and links were accessible in one place, along with quick views of available capacity for each event. Feedback from the team was very positive, with what I developed having a very positive impact on the team.Previous to being a Brand Experience Partner, I was a Customer Support Assistant, working in the Bureau De Change and completing Partnership Credit Card Applications, interacting with customers daily, alongside supporting other members of staff with knowledge of our services. As part of this role I was also responsible for picking up queries sent through from the call centre on behalf of customers.Skills developed on this department include:- Timekeeping – working through transactions, applications and customer queries efficiently- Decision making – being mindful of Anti-Money Laundering and reporting activity deemed suspicious- Communication – communicating with customers in person to verify their details, along with over the phone sales and query resolution.

Stevenage, United Kingdom

Project Specialist supporting a range of projects within GSK Tech Ops. I experienced a range of projects, including:- Defect tracking and tracking metrics for number of users of a pilot project which then moved into full roll out across the company- Providing project support including running weekly checkpoint meetings and weekly review meetings of risks and issues. - Project support for a new project, helping create executive consoles using Microsoft Visio as well as a range of other activities. I was also involved with supporting the WiFi Service, which included the following activities:- Tracking of usage metrics in a monthly dashboard. - Development of a monthly dashboard, from concept to publishing on the company intranet. - Creating and managing service communications - including creating the communication plan, creating communication material and deploying the communications. - Demand management - management of a demand rota for new deployments of WiFi (specifically, managing creation of new site surveys). Within this role I also changed and improved the process, by creating an official process for the team to follow and specific channel for Project Managers to request a Site Survey or Deployment Follow Up. - Successful handover of my various WiFi roles to other members of the team, and to another placement student joining the team.

Cheltenham, England, United Kingdom

Customer Assistant working on the in-store Customer Service Desk. Within this role I interacted with customers on a daily basis. Interactions included selling age-restricted product that require me to ID a customer, simple transactions and resolving customer complaints, returns and exchanges, whilst upholding the company's “Yes Desk” policy of trying to do as much as possible to solve the customer’s request, while also keeping in line with other company policies.I previously worked on the General Merchandise Department. Responsible for working back stock, working delivery, keeping the store tidy, security tagging and checkout trained.

Stroud, England, United Kingdom

As a student mentor I worked with secondary school students on a one-to-one basis outside of the classroom, but inside the school environment for 7 weeks. Part of being a student mentor is being there for the students to talk to, someone that has the experience of school and university but is closer in age than a typical teacher would be, enabling students to relate more easily. I was responsible for supporting and encouraging students to reach their full academic potential through support of key academic skills.

Redditch, England, United Kingdom

At Matalan I held the position of General Sales assistant, and was responsible for undertaking all of the following tasks and being the representative face of the business:Transaction Processing - Processing customers transactions, folding their clothes and bagging them neatly.Refunds and Exchanges - Helping customers return and exchange items they had problems with.Customer Enquiries - Helping customers by searching for stock (either on the shop floor or in the stock room) and phoning other stores if needed. If the product could not be found I directed them online and explained how online shopping worked with Matalan.Shop Floor Recovery - based on any of the departments, recovery included picking up stock off the floor, size ordering, making displays look presentable and folding clothes that were on a table. In addition to these tasks I was also trained as an in-store customer services colleague, which I was responsible for the till points during my shift, making staff and customer announcements and also had override authorisation and closing the tills of an evening. I also worked in the cash office, where I was responsible for counting the previous day's takings, balancing and floating the tills for the day ahead and inputting the figures onto the system. I left Matalan in 2015 to move to University.

Bachelor’S Degree, Business Computing, 2:1

Activities and Societies: President of the LGBT+ Society (July 2018-July 2019). Vice President of the LGBT+ Society (July 2016-July 2017)..

High School, Ict, General Studies, Geography, Biology, B, B, C, E

Activities and Societies: Assistant Head Boy, Yearbook Team Leader