Working in the Customer Operations team to emotionally connect with the customer and provide excellent customer service. Utilising multi-tasking skills by listening, talking and updating system records. Making sure accurate information is collected and ensuring to offer an outstanding service

Time out for family reasons

I led the recovery of a technology transformation project, which was over budget, and running behind schedule related to a new technology, BI Publisher being implemented. This was to replace a legacy Oracle Reports Server system producing circa 600 individual reports for 23-member banks, and circa 1,300 Service Users as well as the Bank of England.I drove the communication with the industry scheme operator and established communications to the wider industry members (banks / regulator). In addition to this I provided a second line of support to individual users progressing through their validation of the new solution.I led the recovery of quality, cost reduction and delivery time frames which was achieved by:• Increasing the quality of testing by introducing new tools for verifying the reports• Reduced ongoing delivery costs by nearly 70% from £70K to £20K per month by planning and restructuring team• Creating a delivery plan that was agreed and sponsored by the Bacs scheme to reduce delivery by 4 monthsWithin less than 2 months, clear focus on the objective was realised, and trust restored both internally and with the scheme and its members with a clear plan in place to show a delivery schedule through to project end and the decommission of the legacy system.

Developed and managed a team of testers located in the UK and off shore to deliver releases of the Bacs 3-day service to members, consisting of Change Requests and Problem Records.• Developed best practices and procedures to be used by the entire team which spanned various internal projects• Managed and maintained HP Quality Center including creating projects and users and customising workflows utilising a waterfall methodology• Managed and maintained projects in JIRA utilising both Agile Kanban and Scrum methodologies• Responsible for System Integration Testing (SIT), Functional Test (FT) and ongoing support to Non-Functional Testing (NFT) and User Acceptance Testing (UAT)• Responsible for creating detailed project plans and work breakdown structure plans to illustrate resource allocation, scheduling of tasks and prioritisation• Communicated with Project Managers, Development, Systems Analyst, and Software Engineers to gather requirements for testing and develop estimates for planning and testing execution• Provided Quality assurance on project deliverable releases including review of scripts and project documentation• Developed and maintained project schedules, tracked and forecasted project costs, resource hours, and managed project risks, issues and dependencies and coordination of Release and Defect Management• Negotiated test requirements and test strategies, and served as a liaison with internal customers and outside vendors• Ensuring compliance for external audits ensuring that testing MI including test estimation models, strategy, plans, defect metrics, reporting progress and completion reports were prepared and available• Created open culture, and invested in individuals, resulting in promotions for a number of people• Participated in regular meetings with peer and upper management to communicate accomplishments, plans and issues as well as any risks to the project's progress

Responsible for monitoring and reporting the defects, tracking defect fix progress, ensuring defect tracking system info is up-to-date, defect and hotfix reporting against the content of a Release, plus supporting the Programme Test Management in supervision of Testing and the planning and execution of Systems Integration, Functional Acceptance, Volume Testing and the support of UAT.• Monitored and enforced agreed defect management practices• Followed best practice testing procedures and processes that ensure the most effective use of tools and techniques employed e.g. JIRA, Quality Centre and Rational ClearQuest• Provided accurate and up-to-date defect reports• Monitored and advanced the progress of defects, particularly those deemed critical• Collated information of defects, hotfixes etc. to be included in a release and presented for sign-off• Instigated test review sessions and defect triage meetings with key parties (technology and business) involved in the programme’s test activities• Supported the development of programme / project test plans• Monitored the test team activities, scheduling work load and reporting• Worked with teams to identify, prioritise and progress Critical Defect resolution

Test Planning and leading a test team to deliver the Bacs 3-day heritage systems to a new technology platform with enhanced and new functionality.• Test co-ordination and delivery of tested code to different test phases i.e. Non-Functional Testing, Member proving testing and implementation to Live.• Supervised third party resources and successfully transitioned testing to an offshore / onsite model to reduce cost.• Supported test manager to work with offshore vendor and agree ways of working, roles and responsibilities and deliverables. Offshore vendor visits to audit work and plan future roadmap.