James Henderson Email & Phone Number

London, United Kingdom

London

• Supporting and working with internal business units to analyse, cleanse and validate large data sets within Excel spreadsheets, add new fields and data, consolidate, synchronise and de-duplicate data on multiple spreadsheets, and prepare the data for import to the Microsoft Dynamics CRM 2011 CRM system whilst following defined data quality policies• Providing high quality administrative support and customer service by handling and resolving daily data change request enquiries from Law Society’s members, including generating tailored communication to external customers, and working with internal contacts and other teams and business units to resolve complex queries.• Running Advanced Finds, Reports and Contact Matches on Microsoft Dynamics CRM 2011 to check and verify data on the CRM against data on spreadsheets; creating and running Workflows and Dialogs to update data on the CRM.• Ongoing CRM User administration monitoring and managing New Users, Leavers & Transferees and CRM Password Resets• Creating detailed profiles of 63 City Law firms, pulling together data from multiple sources, including internal data, law firm website searches and telephone interviews to verify data and complete and maintain the profiles.• Providing inputs into weekly Project & CRM team meetings, the Member and Non-Member Segmentation Models and maintaining spreadsheets of work in progress and work completed to keep project team updated• Supporting the testing of new Accreditation Submission Date and Support Centre Enquiry Management processes on the CRM and documenting the results and highlighting any technical issues affecting the data on CRM• Presenting, demonstrating and highlighting data cleansing issues at Key User Group meetings• Producing easy-to-follow user guides on how to create new CRM records, as well as guides detailing the files cleansed for each department and a data cleansing request form for users to make requests on the Law Society’s Intranet.

Cheam, Surrey

• Detailed research, cleansing and reviewing each of the 11,500+ Civil Service organisation contacts on the Charity’s ThankQ database, that included consulting with internal teams on how their experience of using the thankQ database could be improved• Used a variety of sources, including Internet research, to validate the proposed updates• Contributed inputs to the Eligibility Guidance for Charity Staff document• Enhanced the integrity and structure of the data in the database to meet with the Eligibility Guidance document• Added functionality including alerts, eligibility dates for all records and enhanced background history profiles of all government departments, executive agencies, non departmental public bodies and associated organisations to help accelerate the applications process• Prepared a comprehensive user manual on how to create and maintain organisational contact records in ThankQ so they are kept up-to-date.

London, United Kingdom

• Provided high quality administrative support for the Business Improvement & CRM team by handling and resolving daily data change request enquiries from Law Society’s members, including generating tailored communication to customers, stakeholders and other teams/departments• Assisted in the input and retrieval of member-focused data, utilising Microsoft Dynamics CRM 2011 to capture or cleanse Law Society data either manually or using pre-designed workflows• Provided other administrative support as directed by the line manager and relevant team members

London, United Kingdom

• Processed takeover contracts and updated sites with new owner details• Set up monitored accounts on Sentinel Plus and commissioned them once connected• Applied to police authorities for new URNs, or variations including free upgrades to confirmed signal and changes of property/site owner and added them to accounts• Dealt with internal and external e-mail enquiries and liaised with internal staff in other departments• Ordered BT Redcare alarm signalling systems online• Chased all Outstanding New Connection jobs, Customers with no URN, URNs applied for, Customers awaiting Redcare telephone numbers, Redcares to be deleted and Missing and Ceased STUs• Sent out reminder letters and ACPO forms for police response to customers• Printed and checked daily reports, and sent customers letters on False Alarm Management, 24hr Test Signal Faults, ARC New Connections, Decommissioned Sites, Remote Resets, Enabled STUs and Panic Alarm Activations• Added and updated key-holder details, and temporarily suspended and re-instated the CMS key-holding company• Scanned all relevant paperwork to customer accounts and indexed it on SAGE CRM

Kingston Upon Thames, United Kingdom

• Sales order processing: answered incoming sales customer calls, booked site surveys, created initial customer proposal data on the online workflow, process accepted successful quotes to enable the creation of automatic job costings and prepared job packs for each project to pass to install/service and invoicing staff.- Reported to the managing director and provided daily assistance when required- Assisted regional account managers and surveyors- Processed installation and maintenance orders within 24 hours and ensured all paperwork was correct and in accordance with industry guidelines- Submitted daily sales and forecast reports for senior management and attended weekly sales meetings• Managed and coordinated the data requirements of multiple departments:- Liaised with departmental managers to ensure that their data priorities were met- Organised the scanning and indexing of important internal HR, financial and supplier documents- Collated all acquisition customer paperwork stored externally including contracts and site plans, scanned it to the CASH Service Management Software and indexed it consistently prior to shredding non-essential as part of an e-strategy to reduce the amount of paperwork in the company- Updated and amended customer details on CASH to ensure they were accurate and up-to-date• Added and updated hundreds of Intruder, Fire, CCTV, Door Entry, Access Control & Gate Automation products, kits and pricing to MRFS’ new Online Workflow• Tested the Online Workflow, prior to its launch, contributed technical help notes, identified and raised technical issues, and rapidly responded to product queries.• Recorded and updated the status of customer complaints, in line with the NACOSS Code of Practice, reported to a weekly meeting and liaised with senior managers responsible for resolving complaints, to ensure they were resolved.

Canary Wharf, London

Used Microsoft SharePoint 2007 to sanitise client data that was being migrated to a single internal knowledge base Advisory Portal providing network access for consultants to global updated content which required:• Sanitising data of all confidential information, including client details, fees etc. prior to the transfer, within a 2-month timeframe• The ability to adhere to strict guidelines and to produce a consistently high standard of work• Being able to pay strong attention to detail and to work with minimal supervision

Surrey

Project managing multi-country client-specific and multi-client in-depth quantitative technology primary market research projects within the private and public sectors, with subject matter that addressed information management, data storage solutions, data protection and encryption, environmental developments and technology funding, which involved:• Designing questionnaires for paper-based telephone market research programmes• Participating in initial kick-off and review meetings• Recruiting multi-lingual telephone market research interviewers and, on some projects, conducting detailed telephone interviews personally• Regular monitoring of internal and external outsourced interview teams and quality checking interviews• Analysing the primary research data using Snap 8 Professional software• Creating PowerPoint presentations and reports of the primary research results for punctual delivery to clients. Other activities and achievements:• Used the Internet, trade press, newspapers, analyst presentations, and external business libraries to carry out secondary research to provide data to support primary research.• Maintained, updated and cleansed the in-house client and contact database, as well as extracting and processing contact and marketing lists to be used for marketing campaigns• Regularly proof-read and checked white papers, presentations and reports.• Lead generation and marketing the company’s research services, by maintaining regular contact with existing clients and prospects.• Enhanced awareness of the company’s profile in the market by attending industry analyst briefings and events to gain relevant market insights and understanding of IT vendors’ go-to-market strategies.

• Secondary research and report writing for client-specific assignments on a diverse range of telecommunications related business areas.• Provided content for and published the company’s monthly telecommunications tracking service newsletter for clients, together with additional ad-hoc brief reports.• Created, developed and regularly updated Adobe FileMaker Pro databases, populated with data on IT/telecommunications alliances and joint ventures, international data networks, submarine cables & maps and European mobile operators.• Scanned in press / trade magazine articles using Caere Typist OCR Scanner into the FACTFINDER database.• Re-organised and restructured the research facility, including the in-house FACTFINDER Adobe FileMaker Pro database and filing system.• Actively supported the sales and marketing team by marketing the company’s multi-client products and services.

Swansea, United Kingdom

• Administrative support activities for overseas students in the Centre for Applied Language Studies, including registering students on courses, dealing with all related paperwork, handling petty cash and student fee payments, and liaising with the department head.