• Part of a Production Service Analyst Team undertaking Project planning, from initial Customer discovery, to agreed Project deliverables, resource planning, Report & MI creation and subsequent SLA’s• Analyse, monitor and track project plans and milestones.• Ensure stakeholder satisfaction at all times by meeting SLAs and producing high quality outputs.• Contribute to identifying and actively pursuing opportunities to improve business processes.• Interdepartmental Production Service liaison between Client Services, IT Development and Product departments, with regard to BAU Service provision deliverables, Fault Fix and Incident Management.• Production Service Analyst for resource planning of company Deployment delivery and Disaster Recovery processes, through User Acceptance Testing (UAT) and live production deployment stages; across multiple EMEA & APAC teams.• Co-ordinating a Meeting management service comprising of the administration and Minute/Action capturing of all applicable Programme meetings.

• As part of the Nominee Dealing team, managed trade equities, funds and fixed income on an execution only basis on behalf of Clients. • Conducted reviews and maintenance of Client portfolios maintaining accuracy and quality levels on all trades to deliver client satisfaction.• Dealt with Client queries regarding stocks and shares which trade on the London Stock Exchange.• First point of contact for Clients with a remit to fully own and manage all Client concerns and queries through to a successful conclusion.

• As part of the Data Sharing Team within Strategy, Policy & Performance my role was to help coordinate delivery of a cohesive suite of data, information and reports to internal Customers in Skills Development Scotland.• Monitored and developed process effectiveness for external partners and organisations to ensure the operation of proficient, efficient Client processing. • Conducted Client, Reporting and Portfolio risk analysis exercises.• Completing Project Initiation Documents with objectives, deliverables, risks and issues. Also completing Project flow diagrams and Project Descriptions.• Contributed to numerous light touch project management plans. Carried out research and completed an Evaluation Scope of Work for a Data Sharing system used all over Scotland

• Inbound Telesales advisor with responsibility to not only to sell but to also to offer SME advice to Customers across the Product portfolio. • Provided Customer concern, objection handling and needs analysis Service to ensure consistent high Customer satisfaction levels.• Consistently achieved cross-sell sales targets while highlighting the features and benefits of additional products to existing Customer base. Remit to facilitate a multi skilled selling environment across a variety of Products.• Requirement to be strategically aware of latest ideologies within communications technology and competitor offers within a fast paced, driven Customer facing environment.• Constantly undergoing training to keep up to date with newest offers/products/tariffs