Mark Hemphill Email & Phone Number

Diligenta, a UK based FCA regulated subsidiary of Tata Consultancy Services. Working on behalf of Standard Life pensions.Job Role• Working in back office my role involves setting up and amending self-invested personal pensions• Processing applications, personal payments, transfers, amendments, queries and complaints all whilst upholding proper breach and confidentiality etiquette• Handling high cash volumes whilst adhering to the financial conduct authority and money laundering processes demonstrating my attention to detail• Communicating with clients, independent financial advisers and external pension companies through email and telephony calls. • Background knowledge in pensions• Trained across three different processes which lends me being versatile to work where is most needed• Over a year’s experience of learned knowledge leading to high processing output• Ability to multitask different areas of the business depending on the customer’s specific needs Trainer• Responsible for delivering and overseeing the training of five colleagues. • Completed the train the trainer process that allows me to onboard new colleagues by setting up system access and delivering the welcome training on the background to the business• Building training plans to manage timelines and expectations.• Adaptable at working at different paces for each employee to adhere to each learning style• Demonstrating my ability to multitask across systems and colleagues to ensure progress of the training was maintained • Feeding back progress to management Operational Excellence • Identifying and implementing new strategies to improve the business. • Responsible for taking the ideas through triage, analysis, and a control phase to identify the full-time employee savings for the business. • Allows for my continuous improvement within the business as I am at the forefront of implementing and presenting new rollouts to the business

Glasgow, Scotland, United Kingdom

• Managing and monitoring fresh stock control. • Ensuring stock counts and stock takes are accurate and completed in a timely manner both electronically and in hard copy. • Responsible for maintaining and controlling store fresh food and product waste to meet reduction KPI’s. • Responsible for training new starts on the job role, a position held for over three years. Involves working side by side, clear communication, supervising their work, continuous checking in, and reporting back to management.• Delivering fantastic customer service in a fast-paced work environment on the shop floor through excellent resource management. • Assisting with customer queries and complaints. Demonstrating flexibility and versatility across a variety of shifts. • Key Training Courses: Manual handling, Fire safety, Food safety, and legal procedures in the workplace.

• Completed through Career Ready • Working in the Customer Response and Street works sector. • First hand experience working within the Scottish Water team to deliver excellent customer service by providing map details to the site teams to ensure the safety for fixing burst pipes.• Delivering exceptional customer care by attending to email and phone enquiries and responding in a timely manner to uphold Scottish Wates drive for excellent customer service• Took part in a public speaking exercise with the other career ready interns with the task to incorporate the word “plethora”• Visited the Edinburgh hub to see more of the management structure that operates within Scottish Water• Site visits to the Shieldhall tunnel project seeing first-hand why it was a necessity as a flood prevention measure. This was also eye opening for why Scottish Water is committed to reducing its impact on the environment and going beyond net zero to reduce environmental flooding• Visited the Milngavie water treatment plant to see how water is treated to be clean and drinkable for their customers• Final presentation to members of the management team on my time at Scottish Water

• Jewellery showcasing Glasgow’s most iconic landmarks and locations.• Organising and managing the creative team to develop, produce and merchandise our products. • Ensuring regular inventories were completed.• Contacting, and presenting business project ideas to potential investors. • Our team ‘Pure Chuffed’ won the Glasgow and the Scottish finals, before moving on to represent Scotland in the United Kingdom finals - in London. • Obtained a Strathclyde Business School award for the successful completion of a report on how to run our young enterprise business ‘Pure Chuffed’.

Bachelor'S Degree, Business Management, 2:1

• Key Subjects: Management, Enterprise, and the Rise of the Global Economy; Contemporary Issues in Management; Strategy and Leadership.

Bachelor'S Degree, Civil Engineering, Pass

First year classes consisted of: Construction Engineering • Material calculations that take into account their density and strength.

Education record

• Higher: Modern Studies (A), Geography (A), English (A), Maths (C), Physics (C) • National 5: Geography (A), English (B), Maths (B).