Simon Raskin Email & Phone Number

Glasgow, United Kingdom

IT Support & Change Analyst - Banking Services, Tesco Bank, Glasgow• I Deliver quality service, working in line with the Bank’s Incident, Problem and Change Management processes and procedures at all times.• I Define, plan and manage small change across Banking Service applications; working closely with my Application Manager, colleagues, business partners, suppliers and other areas of Service Delivery to ensure that change is managed in a robust and cohesive manner.• I Support critical Applications within a Digital Bank, ensuring that stable and performance service is provided to customers.• I Improve stability, performance and quality of service by following a culture of continuous improvement.• I Own and drive tasks for the management of risk for my platform, ensuring that these are tracked and delivered against planned dates. I highlight risks relating to the wider Service area.• I Use application management software and tools to investigate issues, collect statistics, create reports and resolve potential and actual service problems.

Glasgow, United Kingdom

Team Manager – Online Helpdesk, Tesco Bank, Glasgow• Delivering Coaching to allow CSR’s to meet and exceed their objectives• Encouraging CSR development through delegation, coaching and PDP delivery• Interpreting MI to create efficient resource models within operational budgets• Collaborate with peers, programme staff and senior staff to deliver projects• Drive continuous improvement through focus on customer demand and CSR experience• Support Ops manager to ensure smooth running of department at all times and deliver a high quality output of all non-customer facing work• Use business processes, knowledge and key facts to make timely, well-reasoned decisions• Managing Incidents for the department making key recovery decisions on behalf of Ops Manager when required.• Work with Operational Risk team to ensure that key controls are effective, robust and relevant to protect customers and the business • Overseeing recruitment of 30 people from application stage to them starting in the online helpdesk

Glasgow, United Kingdom

CSR – Online Helpdesk, Tesco Bank, Glasgow• Supporting customers with their Online Banking • Usability Testing – Supporting with study of Tesco Online Banking• Browser Compatibility Testing – Testing Tesco Online Banking• Training – Design and Delivery• Communication Forum – Improving communications within operation• SharePoint Admin – Maintaining and developing OLHD SharePoint site.• Process Improvement – designing new process for internal system delivering cost and efficiency improvements to the operation• e-Commerce Secondment - Six month secondment in the lead up to credit card migration to act as point of contact in the digital team for the Online Helpdesk.

Glasgow, United Kingdom

Outbound Sales Advisor, City Park Technologies, Glasgow• RAC Home Campaign• Contacting existing Aviva and RAC customers when their home insurance was due for renewal to offer them a quote for their home insurance.

Glasgow, United Kingdom

Customer Services Advisor, Response, Glasgow• Sky Customer Services • Inbound customer service role dealing with a variety of services. Such as satellite television, telephone and broadband services.• Up selling or cross promoting additional products & services.

Glasgow, United Kingdom

Outbound Sales Advisor, Response, Glasgow • Amex Campaign• Contacting existing American Express card holders, to sell them insurance policies that were exclusively available to them.• This was a target oriented role that required me to meet and exceed objectives that were set.