Troy M. Email & Phone Number

United Kingdom

Responsibilities:- Creating daily, weekly, and monthly financial reports to ensure the business can keep track of revenue and profit.- Forecasting customer demand and recommending adjustments to the purchasing and marketing strategy.- Monitoring customer behaviour via tools such as Hotjar and suggesting process improvements.Achievements:- Performed a detailed data analysis on customer spending habits to improve supplier stock purchasing decisions, increasing the speed at which products are sold by circa 15%.- Spearheaded the implementation of the Ship Station warehouse management software, reducing customer wait times by circa 50%.- Transitioned the business from a “pen and paper” approach to using the Asana project management platform, increasing measurable productivity by circa 20%.- Completed a GAP Analysis and identified an opportunity to increase revenue through data-driven marketing so integrated the Klaviyo email and SMS marketing software, increasing the efficiency of marketing campaigns by circa 40%.

Responsibilities:- Managing all external supplier projects/changes through the Software Development Lifecycle.- Eliciting requirements from stakeholders and documenting them in Business Requirements Documents.- Tracking benefits realization through Google Analytics.- Creating User Stories and Use Case scenarios to support the development work of the external development teams.- Writing acceptance criteria for the QA teams to ensure Systems Integration Testing and User Acceptance Testing is completed in line with the business requirements for the project.- Creating To Be prototypes using the Figma platform to support stakeholders with visualizing requirements and providing detailed feedback before commencing development.Achievements:- Redesigned the UI/UX of the Customer Portal to encourage self-service, reducing administration costs by Circa 14%.- Implemented a “Quick Payments” service enabling customers to make secure payments without having to log in, improving on-time payment performance by circa 25%.- Managed the transition from a face-to-face to an online loan sale journey, reducing cost per funded loan by circa 30%.- Completed mapping of all As Is customer journeys and processes using the BPMN 2.0 framework to ensure the business was compliant with the FCA’s Consumer Duty requirements.- Added the ability for customers to save a card to their account that they can use for future payments, eliminating the need for the to manually enter their card details, reducing payment processing time by circa 25%.

- Coaching direct reports to achieve KPI targets.- Completing monthly 1:1 review meetings to discuss well-being,performance, and development.- Leading and documenting team meetings with direct reports,senior management, and other key stakeholders.- General HR and line management activities.- Recruiting, training and developing new employees to maintainan adequate staff level.- Running disciplinary hearings following company policy andprocedure.- Collating feedback on front-line processes and presentingchange requests.