Neil Irwin Email and Phone Number

• Assisting and servicing Bupa International’s brokered members• Considered a go-to source of information across the business for service advice and business rule awareness• Winner of annual 2013 ‘Great Employee Award’ and Q3 2012 ‘Great Employee Award’.• Designed and implemented a servicing portfolio system for top brokers in each region• User Acceptance testing across multiple key system implementations; including: eGain email management tool, SWAN Refresh, Web DNA, Oracle DB Upgrade, BWHO product implementation, plus various small system changes• Acted as stand in for Process Implementation Consultant (Service Excellence role) during 10 day annual leave period for analysis of issues, including prioritisation and business impact detail; and managing daily updates for eGain implementation project• Wrote and rolled out eGain processes within Business Relations for both agent use and management reporting• Resource planning and inventory management• Involved in design and roll out of best practice processes for servicing, leading to a gatekeeper role of any changes to BPP documents or training material• Implemented a filtering system and process to enable the team to quickly remove work which is incorrectly directed ensuring the fastest possible turnaround for the customer in line with SLAs• Involved in business continuity planning for wider department of 60+ people

• Responsible for day to day activities in Bupa International’s printing and fulfillment functions.• Updated Best Practice processes for printing to allow for greater speed and efficiency in printing

• Responsible for day to day running of independent retail store. • Managed finances for the branch including both online and physical banking• Recruitment and training of new staff• Managed the rebranding of the store, including building/decorating contractors, stakeholders, stock providers• Managed redundancy process when business closed for 5 staff