Jennifer Ely Email & Phone Number

Sheffield, Gb

Burslem, Staffordshire, Gb

Salesforce Administrator - Implemented Salesforce into the organisation and constantly seek to increase usage of Salesforce across teams. Introduce time-saving efficiencies using Salesforce. I am competent in Salesforce lightning and have great experience in creating reports and dashboards, building via process builder, workflow, and all other essential Salesforce tools. I am always eager to learn more and pride myself in using trailhead to gain knowledge, badges, and points in all Salesforce areas.Accountable specifically for training strategy and execution of Salesforce across the business. Responsible and enjoy taking complex processes and procedures and embedding these within Salesforce using process automation such as process builder and workflow. By using problem-solving skills I have improved the client journey by enhancing the CRM system to fit business needs and also ensure that all processes and procedures are fully documented.Proficient with Sales Cloud, Lightening Experience, Process Builder, Process automation, Object creation, Reports, dashboard, app creation, user enablement. I currently look after 50 + Salesforce users. I quickly became ranger on trailhead and also possess 7 super badges. CSM - Deal with large financial clients to prevent fraud. Successfully coordinate system releases consisting of testing new system functionality and effectively communicating changes to clients. Manage a demanding schedule successfully across multiple clients and CSMs. Execute client succession plans; suggesting relevant fraud prevention products or services to clients. Create and distribute centre wide processes and procedures and continuously promote best practice.Work closely with directors to implement client-centric programs such as Net Promotor Score (NPS). Constantly driving initiatives to ensure that client satisfaction is a top priority and an NPS score greater than 39% is achieved and maintained.

Burslem, Staffordshire, Gb

Dealt with large financial clients to prevent fraud. Successfully co-ordinated system releases consisting of testing new functionality of the system and effectively communicating changes to clients. Managed a demanding schedule successfully across multiple clients and relationship managers.

Edinburgh, Scotland, Gb

Evaluated the client service team’s quality of work and offered coaching / training where required. Managed over 400 complex banking process and procedures, ensuring they were up to date and relevant according to the bank’s regulatory requirements. Proactively identified areas of improvements and put together strategies to tackle these. Complied with strict policies which were governed by the FCA (financial conduct authority) to ensure that client complaints were rigorously investigated and a fair outcome provided. Root cause analysis of complaints were successfully identified and prevention methods put in place. Whilst working in this area I was chose to become part of the ‘Exit’ project for RBS. I managed a team to assist with the closure of international branches within the bank. This was a high-profile project which was completed with firm deadlines. I oversaw the closure of over 1,000 client accounts and the removal of any funds they held with RBS, which regularly exceeded £1,000,000.00. I complied with strict regulations and timescales to get this completed. My hard work and dedication were rewarded with an award and excellent feedback from very senior management. This particular project was a business objective to become a more focussed and sustainable bank.

Edinburgh, Scotland, Gb

Provided a high level of service to large corporate clients. Established beneficial working relationships with teams outside of client service. Constantly sought to expand my knowledge and skills. Continually reached targets set within the team including 95% quality on communications with clients. I created and delivered a staff survey to over 200 members of staff which highlighted improvements in the working culture that staff thought were required, this gained admiration from senior management. Implemented changes off the back of the survey to improve the working culture. Knowledge of country specific banking products and systems e.g. BACs, CHAPs, SWIFT, Cheques, faster payments and SEPA.

Edinburgh, Scotland, Gb

Eliminated possible risks in funds from FX, MM and option trades settling erroneously. Dealt with large corporates, financial institutions and international clients daily. Strict currency cut off times were adhered to. I played a key role with the transition of work from RBS Singapore to the UK, ensuring that client service was not affected and a high level of service was maintained. A very demanding business area which required attention to detail which I delivered. Sound understanding and knowledge of the trade lifecycle.

Edinburgh, Scotland, Gb

Constantly proved my ability to lead a team whilst delivering outstanding work. Identified issues or training needs by conducting monthly 1-2-1’s with staff. I initiated projects to increase productivity and accuracy. Dealt with complex currency option trades and was able to prevent detrimental effects to the trades and also reputational damage to the bank. I spearheaded a project to reduce the number of paper confirmations clients were sending in by converting their confirmation to SWIFT. This meant that human error was reduced and it also increased our straight through process rate from around 40% to over 90%.

Edinburgh, Scotland, Gb

Responsible for confirming high volumes of foreign exchange and Money Markey trades. Significant attention to detail executed to eliminate the risk of trades settling incorrectly. Produced user guides and training for team members to up skill their knowledge.

Edinburgh, Scotland, Gb

Education record

High School