Scott Sweenie Email & Phone Number

Cardiff, Wales, United Kingdom

• I worked on a contract through Square 4 Partners for Starling Bank as an Outcome Testing Specialist. My role was to complete outcome testing on analysts competency, check the checker and DIP checks across 10 customer.
• Ensuring the successful roll out and implementation of an extensive OT framework.
• Creating comprehensive monthly MI reports that provide key insights into OT performance.
• Challenging the operation to ensure Consumer Duty compliance and adherence to the inaugural framework.
• Utilising Excel to analyse large datasets, identify trends and present data in a digestible format.
• Monitoring KPI’s and other critical metrics, providing insights to senior management.

• I contracted through Deloitte for the Bank of Ireland as an Outcome Tester. I was assigned to perform outcome testing on 6-month customer journeys for customers that went through Collections, Recoveries and Litigation.
• Analysing and investigating end-to-end customer journeys to deliver regulated outcomes in a clear and professional manner.
• Outcome Testing and Quality Checking secured and unsecured products.
• Investigating and assessing Mortgages, Motor Finance and Loans.
• Providing feedback and gaps in policies, procedures and decision making.
• Transactional Monitoring.

Remote

• I worked under my own Limited Company for Ombudsman Services as an Investigation Officer. My role as an Investigation Officer was to work complex cases from customers who had complained about a service from a company.
• Researching, analysing, and investigations into end-to-end complaints to deliver outcomes in a clear, impartial, and professional manner by providing logical and succinct analysis to consumers that complained directly.
• Making contact via telephone to customers, businesses and third parties to acquire additional information and evidence.
• Investigation and analyses of customer and business accounts, payments and billing.
• Proactively monitors and manages personal caseload; taking action to ensure delivery of goals in a target driven environment, whilst effectively communicating progress to Customer to manage their expectations.
• Respond to contacts from customers and businesses, with ability to adjust communication style and tone to suit the audience whilst supporting vulnerable customers.

Remote

TSB

Galsgow

Cardiff, United Kingdom

Northampton, United Kingdom

Cardiff, United Kingdom

Liverpool, Merseyside, United Kingdom

Chester

Chester, United Kingdom

Birchwood

Education record

Btec Diploma In Music (Performing Arts), Distinction