Investigating the different contact points within the organisation (telephony, email, social media etc), harvesting the data from these separate entities to form an over-arching contact dashboard to enable stakeholders and Teams to make better business decisions and understand the overall customer contact to their Team. Also enables the Teams to understand the customer journey better and highlight improvements to this journey. Collaborated with all levels of the organisation to achieve success. Fed back to senior stakeholders and Directors on best approach, new initiatives and systems that would improve the customer experience and employee development.Point of contact for 'Proteus' reporting and user expertise.Experience with Matamo in extracting data and data analysis.Experience with NASSTAR reporting portal.Created and maintained extensive look up tables so that various data tables could speak to each other.Led the investigation into moving from a Tableau BI environment to a POWER BI one.Phase 1 of this project has now been delivered, Phase 2 looks at the expansion of data across the council and data automation into a BI dashboard.Ongoing collaboration with the councils 'telephony project' and the challenges around moving into an MS Teams environment. This involves providing the project with my experience around telephony reporting, best practice for data identification with an ACTIVE DIRECTORY and the formation of Hunt Groups and how best to manage them.

Safeguarding data being transfered from SAP to Oracle. Point of contact for financial data validation and reconciliation ensuring all data has been captured correctly and can be safely placed in the new system. Note taker for board meetings and re-design of minutes document. Provided feedback on process improvements and lessons learnt from each project milestone.

tracking Covid-19 patients from hospital into their care plans

analysing the customer journey as they make contact with the council

tracking Covid-19 patients from hospital into their care plans

As part of the HR team and in partnership with our clients (which includes West Sussex County Council, Horsham District Council and the many schools/academies we provide payroll services for) I have led on variety of differing yet interesting projects. This includes (but not exclusive to) the set up of an internal Sharepoint site (coding, graphics, security permissions and process data filing), as Reporting process manager I ensured the smooth transfer of HR data from my colleagues in Belfast via my mainland team and onto clients, in doing so halving the reports delivered by highlighting areas of duplicity or waste and identifying the core data required. In doing so this saved the company money on man hours and streamlined the process to make it more productive. This role also encompasses Gender Pay Gap Reporting and ensuring that our clients are provided with the correct data for publication. I also manage the Data Security for HR Services ensuring training is provided, liaising with the Data Protection Offices of our clients and advising on Subject Access Requests & breaches. This also involved setting up a Security Advisory team to ensure security measures were maintained within the office. More recently I played a key role in redesigning the acceptance and replying of Freedom Of Information requests, making it more streamlined, efficient and beneficial to both the requestor and responder. I have also saved the company up to £50k per annum in implementing a new telephony system.

This was a vital role which ensured the smooth release of billing and collating accurate data on payments. The many roles include SAP reconciliation, budget and billing planning, bill process analyst and creation of dashboards for dunning (debt collection schedule) and bills vs income that provided a real time figure of the customer payments and which dunning process was more effective.

I was the key point of contact for the companies 'high usage' customers (hospitals, prisons, universities) and multi-site customers (supermarkets etc) to best advise them on usage and bill payments.