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 my delivery of multiple high-quality outputs on-time and simultaneously. I coach new starters and have joined Domestic & General’s coaching programme.I am also the Brighton Complaints representative on the Measure and Check team, and was the Resolutions representative to the customer experience improvement forum, responsible for gathering improvement suggestions from the floor, filtering, prioritising and presenting them to Senior Management for selection for implementation, with quick wins implemented in, for example, repair claim booking and management, and product replacement.

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, Management Information, Process Improvement, Operational Risk and Operations Training teams.• 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 survey, call-back and quality monitoring plan developed, approved, and implemented, yielding enhanced retention of high value customers.• 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 training, supporting US Betting Exchange rollout, and refresher training programmes for Spring Racing.• 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, Contact Categorisation by customer value band reporting.• 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 in FY12.• Contributed significantly to Betfair’s Long Range Planning, with focus on Enablers strategic pillar as Ops Leader. Identified more than £20M in cost efficiencies.

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 and certification programme development and delivery.Under my leadership, the programme went from strength to strength, with more than 120 projects delivered, yielding in excess of £10.1M in financial benefit in less than 5 years, training more than 100 Belts, and certifying more than 50 of them.• 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• Won the 2011 iSixSigma global award for Largest Breakthrough Improvement Project

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 requirements for system developments• Contribute to the analysis, design and development of systems• Create and execute user acceptance test plans• Design new and enhanced processes, including the assessment of resource requirements• Provide or arrange training in new and enhanced systems and processes• Implement systems and processes and conduct post-implementation reviews

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 developments• Contribute to the analysis, design and development of systems• Create and execute user acceptance test plans• Design new and enhanced processes, including the assessment of resource requirements• Provide or arrange training in new and enhanced systems and processes• Implement systems and processes and conduct post-implementation reviews

Post Graduate Certificate In Education, Mathematics, Level 1

Secondary Mathematics

Subject Knowledge Enhancement, Mathematics, Passed

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