I am a Customer Oversight Specialist with over 27 years within the Financial Service sector. I have highly developed Customer Service experience gained with both internal and external customers. I am particularly skilled in the support of Vulnerable Customers and developed these skills within the Vulnerable Academy at UK finance. I currently work in an environment where I have oversight of our third party outsourced suppliers. I am also a Mental Health First Aider, this is important as it makes sure that staff have the support that they might need.

ITIL Foundation qualified

(GDF) North RegionI took an opportunity to take on the above role as I had been the deputy Dispatcher (done as part of another full time role) for a year. This was a high profile job role as IBM's Global Delivery Framework (GDF) essential for them to achieve success in certain areas of the business. My job role involved looking after IT Deskside Support Engineers from Manchester to the top of Scotland. My resposiblilities where to ensure that we had the right staff in the right places and to make sure that if we didn't have the resource available that I contacted a third party resource supplier to make sure we had staff on site at the right place and the right time. I would then dispatch work to them using a specific ticketing tool making sure that the work was allocated to the right people and within tight Service levels which differed from one client to another.

I provided some Security / user administration function for key Bradford & Bingley systems ensuring user access was controlled and was compliant with regulation and policy. I also held the role of Business Request manager looking after all requests that interface with BT Mobile and assisting with small projects. I also kept in constant contact with my customer making sure that their request has been actioned to their satisfaction making sure that customer expectation is always set and met. I dealt with the IMS system, giving access to fileshares that internal UKAR staff are unable to give access to because they are either security controlled or not available.I dealt with DCS (Desk Side Support) duties, assisting the DCS team on-site. This has included dealing with frequent reporting and speaking with customers about their concerns, Compliance and Security is always paramount in all I do.I have for a period of 8 months also dealt with over 50 deskside support engineers, managing their work loads and the global delivery systems that control them as a back up GDF Dispatcher.

In this role I provided a detailed Business Review of Bradford & Bingley's Mortgage system and their computer access requests along side KPMG. This involved liasing with business staff as well as the technical team to ensure that the systems and its users where compliant with regulation to ensure Bradford & Bingley's smooth transition from a Mutual Building Society to a PLC.

During this period of time I worked as a business analyst on the Year 2000 project. This was set up to ensure that BBG systems where compliant. I did the analysis, documentation and user acceptance testing on Bradford and Bingley's Investment systems.

During this time I worked as a Business administrator for Bradford and Bingley. This job entailed working on the Investment Help Desk dealing with customer queries. I also dealt with customer compliants both via telephone and by letter.