I am responsible for undertaking process improvement projects and writing procedures for numerous business areas across several brands to improve business performance to enhance the customer experience. To achieve this, I: • Facilitate workshops.• Complete data analysis. • Write procedure and exception documents.• Complete procedure coaching. • Provide the business with guidance and support as they adapt to improved ways of working. This includes telephone and video conferencing or face to face visits to Branches across the UK.I have also been involved in numerous projects where I have completed stakeholder reports, attended software demonstrations and completed quality reviews.As part of this role I have undertaken process mapping, lean thinking and six sigma courses.

During this role I was responsible for amending all aspects of customers banking details, e.g. standing orders, direct debits and processing personal cheques. I also updated various systems with new contact details of customers. I completed daily reports and responded to customer queries by letter and telephone. This role helped me to understand how important attention to detail is and gain experience of business change. It has also improved my communication skills as I confidently converse with clients and colleagues from various levels within the business.

This role was completed during my sandwich year at university. My main responsibility during this role was to complete all course administration for the Mediation and Training courses which Globis run. I was also involved in database management, webinar management and completing website updates.I implemented a Search Engine Optimisation upgrade and designed pages for the Globis website. This helped me gain a better understanding of how important web presence is and improve my HTML skills.