Marcus Ruff Email & Phone Number

Brighton, United Kingdom

Responsible for resolving first-time and escalated complaints. This involves remaining courteous, professional and helpful at all times, and following problems through to resolution, including keeping customers fully updated when the problem is triaged. I am highly organised, maintain attention to detail, with the ability to plan, and these skills support.

Angmering

Supported students with physical and sensory disabilities, and learning, communication, emotional, social and behavioural difficulties: helping them to gain access to all aspects of education in this inclusive school.

London, United Kingdom

• Led operational excellence in Operations and Betfair as a whole with focus on creating customer and shareholder value, and building employee engagement. Provided management oversight to the Customer Experience.
• Built and maintained external customer-focus through customer insight gathering and customer experience enhancement delivery, with focus on high value customers and increasing long-term value. E.g. Telephone Betting.
• Moved to action - identified customer experience driver owners and ensured their ownership of remedial actions. E.g. automatic removal of expired cards enabling high value customers to remain funded and active.
• Built employee engagement in operationalising the customer strategy across Customer Operations via the development and delivery of high quality training interventions. E.g. Games product simulations, Sportsbook.
• Enhanced MI through proactive customer requirement gathering and delivery against those requirements, including enabling cost management. E.g. enhanced senior leader Productivity reporting, KPI dashboard updated.
• Ensured Process Improvement projects were selected based on customer experience enhancement as well as financial benefit key criteria. The success of the PI programme continued with £2.3M in financial benefit delivered.

• Managed a portfolio of process improvement projects across all areas of Betfair’s business, working with functional managers to deliver measurable improvements. Embedded continuous improvement via training, mentoring.
• Created Betfair Six Sigma template library, with fully-aligned tools, framework presentation and plan
• Developed Betfair Sponsor training and delivered to relevant Betfair leaders
• Developed Betfair Green Belt and Yellow Belt training, mentoring and certification programmes, led first internal wave of GB training, certified first 6 Betfair GB’s and first YB
• Developed Betfair Six Sigma Awareness training programme, and led this training
• Developed Betfair Online Process Improvement Awareness programme, which is a mandated course in Betfair Global Operations

My principal accountabilities were as follows: -• Provide project leadership to Software Deployment, Corporate Services and multi-disciplinary project teams• Build business cases and secure project funding and resources• Define project scope, roles and responsibilities, and create and drive results against project plans• Determine, gather and document.

My principal accountabilities were as follows: -• Provide project leadership to Finance, Operations and multi-disciplinary project teams• Build business cases and secure project funding and resources• Define project scope, roles and responsibilities, and create and drive results against project plans• Determine, gather and document requirements for system.

Post Graduate Certificate In Education, Mathematics, Level 1

Secondary Mathematics

Subject Knowledge Enhancement, Mathematics, Passed

B.Sc. (Honors), Accounting And Financial Analysis, 2:1