Shashi Patel Email and Phone Number

Monitor and report on the current performance including recommendations on improvements to processes and systems. Manage and Deliver Service Delivery Technical Projects.

Monitor and report on the current performance including recommendations on improvements to processes and systems

Interim project manager to support Swift deliver a Metro Ticketing project

Seconded to MML to support the team with performance reporting

Key Responsibilities: Nov 10 to May 11 – Covering for the Data Manager on the Data Team Review all tasks undertaken by the team and ensure they are completed by the correct and highlight any items that need to be moved to other teams along with justifications. Design, development and implementation of new or replacement systems and procedures. Support existing small systems and providing technical support in data manipulations Maintain and develop MS Office based automations to support the business processes. Support the Customer Support Services manager in Data scoping for European change management of the CRM system. Evaluating alternative courses of action and making specific recommendations to ensure Data Integrity is maintained. Support the Data Manager with managing a team of 8. Support the team and projects by having an overview of all the teams’ tasks. Identifying, assess and highlight business risks within the scope of the Data Team to the Data Manager or Data requestor. Support all Customer Services managers to understand the systems and advice on automations using MS Office that can be developed.Customer Services Data Analyst (April 09 – to date)Customer Services Managed Account Analyst (June 08 – April 09)Customer Services Managed Account – Team Leader (July 07 – June 08)Customer Services Data Analyst – Team Leader (May 05 – July 07)Customer Services Data Analyst (17 Apr 05 – May 05)Business Support Analyst (30 Sep 02 –17 Apr 05)

Key Responsibilities:· Evaluate and prioritise requests for Management Information from Managers · Production of weekly/monthly/ad-hoc Board and Operational Reports· Assist the Call Centre Manager/Supervisors on reporting from Symposium· Investigate new methods of interrogating the current systems by working with suppliers to understand the current systems

Key Responsibilities:· Develop, maintain and support existing applications within the Complaints Management Teams and agree timescales for roll out· Understand processes and develop automated reporting solutions fit for purpose · Devise new/interesting presentations to communicate target and performance measures. · Develop and maintain the Departmental Intranet site using FrontPage/Netobjects

· Organisation and management of the teams workload to ensure deadlines are met using Project and Remedy (Helpdesk recording system) Capture user requirement and convert these into the required system using MS Office Verify that all applications developed in MS Office are ‘fit for purpose’ when released Ensure systems are documented, version controlled and any process documents are availableOther roles within BT include1994 Data Audit Support1991 Relocations and PCG Benefits Office1988 Pay Clerk