John Healy Email & Phone Number

Tycroes, GB

Wales, United Kingdom

• Requirement Gathering & Analysis – working with stakeholder to identify & document business needs, goals & requirements.
• Process Mapping – analysis of current business workflows and propose improvements to enhance efficiency, productivity, and quality.
• Stakeholder Management – meeting their needs and facilitating meetings & workshops to gather input & feedback.
• Backlog Management including the creation and management of Epics, Features & User Stories along with Acceptance Criteria based on Behaviour Driven Design.
• Production of detailed documentation i.e. Functional & Non-Functional Requirements, SWOT, PESTLE & MoSCoW analysis.
• Data Analysis – providing insights into business performance and data requirements for new products.

Ammanford, Wales, United Kingdom

Aberystwyth, Wales, United Kingdom

• Understanding of business processes, needs and support continuity of service during the development of the new Customer Relationship Management (CRM) systems for student admissions.
• Delivering presentations, briefings or workshop sessions to staff or external bodies, taking account of the knowledge base of the participants and the complexity of the subject matter.
• Mapping of current systems and utilise business analytical tools to make recommendations for improvement and drive efficiencies.
• Undertaking business analysis of admissions processes, analysis of sector best practice and support the deployment of and engagement with the Microsoft Dynamics 365 CRM.
• Working with the new CRM system, and end users, developing reports, providing user training, analysing processes and data as well as recommending changes to enhance the functionality of the CRM system.
• Focal point for CRM within the Information Services Department the role holder will support end users in adopting the new system and processes and act as an interface between IS technical staff and the Admissions team.

Swansea, United Kingdom

• Focused on Remote working practices including regular individual contact, Team Meeting, Buzz Sessions, Coaching, Monthly 1-2-1 and Monthly Quality Checks via MS Teams / Zoom.
• Digital transformation within the department to ensure that key strategic goals (Next Best Action & Voice ID) to increase customer numbers of online / mobile banking occurs. From <20% to 82% work rate within 3 months.
• Customer experience data analytics via Speech Analytics, Net Promoter Scores and feedback / complaint management with a view to drive continuous improvement of the customer journey.
• Customer Experience improvement - increasing Net Promoter Scores (NPS) through customer data analytics, customer verbatim & continuous improvements of key processes within the business.
• Utilising my skills and experiences from previous roles to proactively improve the customer experience via weekly team “Gemba” sessions with a view to understanding root causes and improving the process and essentially.
• Delivering change in a busy environment including a new Complaints System for the whole department.

Coleg Sir Gar, Carmarthenshire

PCE (Music Technology / Creative Industries placement).

• Senior Team Manager - responsible for co-ordinating and delivering a consistent Premier relationship management approach to Premier customers through a team of 10 Managers via Outbound Contact.
• Achieving a consistently high standard of quality customer service and sales through personal example, motivation, regular coaching, defined objectives and a set customer contact strategy with the aim of increasing.
• Solely responsible for increasing wealth performance management within the department, having 5 Team Managers / 50 staff reporting directly, supporting the bank’s key strategic objective to increase wealth products &.

Newport, United Kingdom

• Sole responsibility for successfully increases all Internet customer satisfaction scores across 8 insurance websites (55% to 78%)
• Driving online retention and conversion rates to deliver higher sales volumes /gross written premiums and customer satisfaction. – 10% increase in conversion.
• Development of sales / service processes to improve the customer experience / sales volume – 13% increase in sales.
• Successfully managed customer behaviour online & within call centre to increase sales / external customer satisfaction scores via customer feedback / research.
• Relationship manager for all 4 Call Centres & associated business partners.
• Website Operations management within partnership contact centres ensuring all Sales are recorded both online & offline.

Professional Certificate In Education & Training, Adult And Continuing Education And Teaching

Business & Finance, Business And Personal/Financial Services Marketing Operations