Reporting into the Change Lead I am responsible for developing new, and enhancing existing reporting solutions across different business areas within the bank.• Leading the development of simple to medium complexity developments, ensuring that solution design is appropriate and effective for the application and supporting on larger scale developments.• Maintaining and improving current reports to support the business needs using SAS DI studio, SAS enterprise guide and Microsoft Excel. This includes:o Engaging with internal clients to understand business requirements and supporting the onward development through to delivery, ensuring technical implementation appropriate, which enables business analysts to utilise for in-depth data analysis to improve KPIs.o Proactively identifying issues, risks, assumptions and dependencies during project phases and helping formulate mitigating actions and support implementation of measures to reduce, remove or manage them. o Developing an in depth understanding of the needs of the business both current and future in order to assist in the delivery of their business plans.• Presenting and demonstrating technical solutions, issues and risks both internally and to wider stakeholders. This requires building on business knowledge and developing relationships to enhance and maximise the provision of solutions.• Working across the breadth of banking data, primarily Retail, Corporate & Treasury Risk and understanding interconnectivities between, and downstream dependencies of any developments.• Supporting the maintenance and improvement of standards across the department for all development and delivery governance, working with the management team where appropriate.• Guaranteeing documentation is maintained in line with policies, standards and procedures.• Understanding Banking Group data governance policies and strategies and evidence through development work.

Responsible for the implementation of debt management proposals as well as creating debt relief for customers in financial hardship. Project lead across new initiatives to improve the business area.• Created multiple mainframes and tools for advocates within the department to meet and exceed KPIs and prevent potential authentication breaches; o Project managed a new financial support authentication mainframe which required extrapolation of 160+ pages of the current process condensed into 4 pages; this was thereafter deployed across the business area to prevent authentication breaches. Recognised as an authentication SME. o Devised and created a financial support ‘Decision Tree’, designed to aid with questioning during calls and improve the call quality and outcome as well as enabling advocates to achieve targets. This was positively received across both management and advocates.• Project Manager for a digital process workshop designed to upskill financial support in digital conversations on using online banking and the mobile app – this benefitted the business with lower customer service call queues and improved customer experience. Recognised as a Digital SME. • Drove innovation using data analysis to identify long-term outstanding customer debt and leading a temporary account suspension project in order to recoup funds; a suspension mainframe was created to monitor these accounts and the outcomes across the business area. This included liaising with Risk and Fraud payment services departments to remain compliant and was specifically designed for customers with multiple accounts to encourage debt management conversation. This resulted in recuperation of a high value of debt and implementation of debt management plans.• Project lead for a new retention team creating a mainframe in excel to help record customer interaction. The mainframe consisted of customer feedback and innovations and analysed by myself in order to ascertain the validity of the new team.

Banking Customer Service Advocate for the UKs largest mutual business managing client communications to provide a high quality of customer service and sales within a dynamic contact centre.- Working to targets; this includes ensuring a high number of customers migrate to digital and mobile banking and offering additional products on every call. - Top digital seller within the team and named 'Digital Champion' resulting in new starters within the academy listening in to calls and offering help and advice for selling digital to customers.- Going above and beyond sales targets during probation period bringing the team to the top of the leader board throughout the contact centre for promoting digital and achieving over 3 months’ worth of sales targets within one week.- First point of contact for customers with a wide range of banking queries ranging from simple funds transfers to foreign payments and processing these transactions in a timely, efficient and accurate manner. Problem solving skills and sales orientation were imperative due to the varying nature of the calls. - Cross-selling products and services to both new and existing customers’ needs, such as credit cards and overdrafts, by recognising when a customer would financially benefit from them.

Working as part of a team in a busy contact centre responsible for responding effectively to the diverse needs of each customer and providing a high level of customer service.- First point of contact responding to a wide range of issues related to banking, benefits and pensions and ensuring that issues are brought to a satisfactory conclusion customer experience is positive.- Handling complex queries and complaints such as deceased accounts and people with disabilities and resolving these in a sensitive and empathetic manner.- Determining the cause of the call: selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution. - Maintain thorough knowledge of product and service offerings in order to accurately respond to all questions and effectively recommend the appropriate resolutions- Consistently achieving 100% pass rate on all key KPI’s such as: security check, empathy/tone of voice and contributing to the team effort by accomplishing related results as needed.