Key Achievements:- Managed people operations across the business, including recruiting for more than 10 roles, training more than 15 staff, and coaching more than 15 personnel.- Led project to claim 'Research and Development' tax relief from UK government, resulting in the recovery of more than £150,000 to the business over 3 years.- Spearheaded the redesign and integration of a major web TV project, managing the migration and amalgamation of 20,000 video content items across… Show more Key Achievements:- Managed people operations across the business, including recruiting for more than 10 roles, training more than 15 staff, and coaching more than 15 personnel.- Led project to claim 'Research and Development' tax relief from UK government, resulting in the recovery of more than £150,000 to the business over 3 years.- Spearheaded the redesign and integration of a major web TV project, managing the migration and amalgamation of 20,000 video content items across five platforms.- Co-ordinated the requirements gathering and build of more than 20 product features for another web, iOS and Android product.- Developed and launched an internal tool for project and work management, enhancing productivity across the company by more than 10%.- Gathered requirements for and led the development and initial launch of a Software as a Service platform targeted at filmmakers.- Wrote and published user documentation for a web, iOS and Android apps, comprising more than 100 pages.- Built more than 200 regression test scripts for a web SaaS system, resulting in 80% less bugs being deployed into the product over a 12 month period.- Successfully embedded an innovation management process into the business, over a 12 month period, resulting in the contribution of more than 25 internal ideas. Show less

Key Achievements:- Facilitated more than 100 scrum ceremonies including sprint planning, backlog grooming, sprint retrospectives, planning poker sessions, and daily stand-ups.- Successful delivery of 5 key IT projects that aligned with the UK Vaultex change roadmap.- Took ownership of and responded to more than 40 internal customer queries, effectively managing and exceeding internal customers' expectations.- Delivering user experience and usability designs for 3 major UX… Show more Key Achievements:- Facilitated more than 100 scrum ceremonies including sprint planning, backlog grooming, sprint retrospectives, planning poker sessions, and daily stand-ups.- Successful delivery of 5 key IT projects that aligned with the UK Vaultex change roadmap.- Took ownership of and responded to more than 40 internal customer queries, effectively managing and exceeding internal customers' expectations.- Delivering user experience and usability designs for 3 major UX projects.- Established and maintained relationships with 5 key Digital stakeholders, enhancing collaboration and project alignment.- Recommended solutions for 8 smaller projects, enabling stakeholders to meet their business goals efficiently. Show less

Key Achievements:- Conducted end-to-end business requirement analysis for 15 projects, producing comprehensive documentation to streamline development processes.- Successfully designed and analyzed requirements for 4 separate software products.- Created more than 10 user interface designs- Created more than 5 technical specifications including system interaction diagrams.- Effectively organized and ran more than 20 group workshops, gathering requirements from internal… Show more Key Achievements:- Conducted end-to-end business requirement analysis for 15 projects, producing comprehensive documentation to streamline development processes.- Successfully designed and analyzed requirements for 4 separate software products.- Created more than 10 user interface designs- Created more than 5 technical specifications including system interaction diagrams.- Effectively organized and ran more than 20 group workshops, gathering requirements from internal stakeholder groups. Show less

Key achievements:- Provided quality assurance and regular testing and monitoring for the HRonline software-as-a-service (SaaS) platform, which was in use by 8,000 clients. - Gathered requirements for more than 20 feature requests and functionality improvements for the HRonline system.- Created more than 20 user requirements documents for 3 major software projects - including BrightHR (replacement HR SaaS platform to HRonline).

Key achievements:- Spearheaded the development of the Group's first mobile web application, co-operativefooddeals.co.uk, increasing online engagement by 50%.- Directed the creation of native app versions for iOS and Android, achieving over 10,000 downloads within the first 6 months.- Developed a prototype food retail app, uScan uShop, which reduced customer checkout time by 30%.- Managed the delivery of more than 10 releases to the Group's EPiServer content management… Show more Key achievements:- Spearheaded the development of the Group's first mobile web application, co-operativefooddeals.co.uk, increasing online engagement by 50%.- Directed the creation of native app versions for iOS and Android, achieving over 10,000 downloads within the first 6 months.- Developed a prototype food retail app, uScan uShop, which reduced customer checkout time by 30%.- Managed the delivery of more than 10 releases to the Group's EPiServer content management system, ensuring seamless production integration. Show less

Key achievements:- Co-ordinated development team of 7 members over 12 months, facilitating more than 30 scrum ceremonies.- Enabled the business to execute 5 key strategic marketing campaigns.- Integrated 3 crucial external data sources into the marketing campaign database, reducing inappropriate marketing by 20%.- Implemented master data management, achieving a unified 'single view' of each customer across more than 10 source systems.

Key Achievements:- Managed and led a team of 10-13 Member Service Advisors across multiple departments, enhancing team capacity and support.- Conducted over 50 coaching sessions annually, ensuring team members felt supported and performed optimally.- Led monthly team meetings to disseminate key business information, improving team awareness and engagement by 30%.- Ensured the achievement of all business key performance indicators, maintaining a success rate of 95% or… Show more Key Achievements:- Managed and led a team of 10-13 Member Service Advisors across multiple departments, enhancing team capacity and support.- Conducted over 50 coaching sessions annually, ensuring team members felt supported and performed optimally.- Led monthly team meetings to disseminate key business information, improving team awareness and engagement by 30%.- Ensured the achievement of all business key performance indicators, maintaining a success rate of 95% or higher.- Co-ordinated with 5 other departments to improve workflow in the call center, reducing operational bottlenecks by 20%.- Deputised for the Customer Service Manager during a critical computer systems change for 2 weeks, ensuring seamless operations.- Proposed and implemented feedback changes that increased operational efficiency by 15%.- Led a project to revise the call quality model, training over 200 customer-facing staff across 2 UK sites.- Acted as department representative for PACE for 18 months, leading efforts to reduce business risks by 25%. Show less

In this role I was part of the leadership team that oversaw a programme of significant change as the call centre arm of the business expanded, taking the area from a head count of circa 50 to 120 employees within a year.During my time in this role I also acted as the line manager of more than twenty front-line staff and more than ten team managers.

In my role as a Customer Service Representative, I performed several key functions: providing information, advice and quotations to prospective new purchasers of CIS motor insurance; assisting existing customers in making amendments to their policies; and responding to customer complaints whenever they were unhappy with any aspect of the service they had received.This role taught me the importance of always listening carefully to enquiries, and of always trying to understand problems… Show more In my role as a Customer Service Representative, I performed several key functions: providing information, advice and quotations to prospective new purchasers of CIS motor insurance; assisting existing customers in making amendments to their policies; and responding to customer complaints whenever they were unhappy with any aspect of the service they had received.This role taught me the importance of always listening carefully to enquiries, and of always trying to understand problems from the perspective of the customer. Show less

In this role I dealt face to face with dozens of supermarket customers each day. I was expected to provide outstanding customer service every single time, and to be friendly and helpful in every transaction.

In this role I made outbound B2C calls to members of the public in order to provide market research samples to a range of diverse business clients.