During this period I have worked on a number of rectification projects. Key successes and deliverables include:- Facilitation of workshops with key cross-site and cross-brand stakeholders to support with gathering, documenting and obtaining business sign off of requirement catalogues - Design, testing and execution of end to end controls during dress rehearsal and implementation weekends- Execution of systems acceptance and business acceptance testing to ensure that solutions are fit for purpose prior to implementation into live environments - Drafting and obtaining sign off of the functional and non functional specifications for rectification projects - Drafting and obtaining sign off of a communications strategy and letters matrix ensuring the project communications were clear and could be fully understood by external customers - Designing and contributing to sign off of business process maps - Undertaking analysis of issues, establishing root cause and ensuring that the appropriate solutions and/ or workarounds are implemented

During this period I managed a team that were responsible for supporting Customer Service teams when system and process incidents occurred and that also represented Customer Services on projects. Key successes/ deliverables included: - Responsible for prioritising and managing business-impacting issues, ensuring that the impact of issues was minimised. - Responsible for managing small changes which resulted in enhancements to existing systems and processes, and securing funding for these.- Supported the successful delivery of projects delivering major business change as lead customer services representative on two projects. Responsibilities included, ensuring operational readiness, feeding into and signing off the IT solution, managing local policy rectification, undertaking Business Acceptance Testing and delivering procedure changes