Be analytical research first point of contact for the customer services directorate.

• Acted as business intelligence partner for repairs and customer services directorates.• Identified gaps in reporting, negotiated requirements with SLT and deployed solutions independently.• Created a Power BI reporting suite that gave detailed insight and drill through options. • Produced a suite of video user guides on how to get the most out of self-service Power BI reports. • Led report automation projects that saved 60 FTE days over the course of a financial year. • Used database modelling theory to create complex semantic models. • Reduced expected Ombudsman uptake by 7.5% through implementing Machine Learning solutions.• Built a time series forecasting deck using RStudio, decreasing MAPE to below 10%.

• Worked on a multidisciplinary business change team to establish a new operating model.• Identified opportunities for collaboration through understanding the essential functions of directorates. • Operated within an agile environment, submitting updates in 5- and 15-minute stand-ups. • Conducted interviews with C-suite stakeholders to understand their vision of operational excellence.

• Triaged problems based on understanding the wider problem and the customer’s capability.• Used tactical empathy techniques derived from negotiation theory to progress calls in a timely manner

• Conducted short, focused interviews by telephone/webchat to explore the customer’s situation. • Identified trends, research and campaign issues and communicated these with the management team.

• Analysed time and pay records and interpreted legislation to determine National Minimum Wage liabilities and identify potential underpayments. • Conducted telephone interviews with a diverse range of customers, tailoring my approach to best suit the needs of each individual whilst maintaining best practice.