Fairmatic is a B2B insurtech startup, where I lead and support cross-functional process optimization and transformation initiatives. My key responsibilities include:• Managing and mentoring an insurance operations team of three to support both the sales pipeline and internal projects.• Conducting project scoping, requirements gathering, feasibility studies, prioritization, and cost-benefit analyses to drive informed project selection and delivery.• Planning and developing low-code applications using Power Apps to enhance and streamline insurance operations and underwriting workflows.• Creating API-driven Power Platform solutions to integrate and automate processes across multiple platforms, including AWS, Salesforce, HubSpot, and SharePoint, leveraging C# and TypeScript.• Designing and implementing business intelligence solutions using Apache Superset and Power BI, with expertise in Power Query, M, DAX, and SQL.

• Developing low code applications with Power Apps to bridge the gap between manual, siloed data processes and traditional enterprise solutions• Developing robotic and digital process automation workflows with Power Automate and Zapier to improve productivity and performance• Building BI solutions with Apache Superset and Power BI, making heavy use of Power Query, M, DAX and SQL• Integrating data sources such as APIs, Dataverse, SalesForce, Hubspot and SharePoint lists/libraries• Leading insight projects to support critical business decisions

Adenydd supports families whose children have been affected by adverse childhood experiences (ACEs) that has resulted in developmental trauma. In this volunteer role I specialize in improving current workflows and digitizing manual processes, primarily using the O365/Power Platform tech stack.

My work spanned the areas of operational efficiency improvement, interaction analytics, customer experience improvement, market/digital/brand research, survey design, business intelligence and data product development. This covered clients from industries such as insurance, banking, government, gambling, FMCG, transport, entertainment and healthcare.

• Developed Excel-based solution using Power Query to summarize Google Analytics site traffic and campaign data• Designed structure and format for monthly stakeholder report using existing style guide• Identified areas for improvement, and experiments to conduct based on industry research

• Led a QA department of 10 analysts, supporting 2000+ voice and chat agents• Project lead for internal operational analytics team on research engagements• Member of the global insight improvement workstream, tasked with standardizing & enhancing analytics capabilities & business insight delivered company-wide by over 100 QA teams

• Individual contributor responsible for improving customer experience & minimizing program fraud losses• Developed business intelligence dashboards for coaching and customer experience analysis• Introduced statistical process control to monitor & control call avoidance at site• Participated in delivering and designing training for phone agents• Participated in and led process and customer journey mapping sessions• Led initiatives to ensure compliance to banking regulations & internal control procedures