Experience

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  Bupa

  Jan 2007 - Jul 2010

  Customer service representative

  Working in the Customer Care call centre to arrange appointments for BUPA members. During my time there I was seconded to a Specialist Escalation team and a System change project

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  Groundscope

  Jul 2010 - Dec 2014

  Customer support team leader

  Brought into the business to run the customer support team and work with operations teams to improve key business metrics. Led a team of 6 customer support agents. Helped build out and structure for event booking management to improve efficiency

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  Crest nicholson plc

  Mar 2015 - Jan 2022

  Seconded to the 2-year £2.5million Dynamics project replacing the current Sales, Marketing and Customer Service systems. Working collaboratively with a team of 2 other product owners, 5 IT team members, 6 contractors and a 3rd party to define and develop a new robust Customer Service and Field Service management system.✔️ Achievements:Actively worked with product owners in Marketing and Sales, able to streamline processes which eliminated loss of information during customer completion. Reducing the initial expected delay on the project to bring forward a successful Go-Live with a staggered deployment approach. Show less

  • Applications Support Analyst

    May 2018 - Jan 2022

  • Product Owner - Customer Service

    Mar 2018 - Dec 2019

  • Senior Customer Service Coordinator

    Mar 2015 - May 2018
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  Royal botanic gardens, kew

  Jan 2022 - May 2023

  Promoted to lead and manage the Enterprise Systems Team, platform and all business applications. Responsible for 7 FTE, 4 contractors, and 6 Business Applications. Whilst there delivered improvements in support processes and stakeholder management, knowledge transfer and project transitions. Managed 4 upgrades and 3 projects.✔️Achievements:Worked directly with individuals in the team to build confidence in stakeholder management resulting in proactive engagement between teams. Transitioning from dependency on a 3rd party to manage and apply upgrades directly within the team. Show less

  • Head of Enterprise Systems

    Oct 2022 - May 2023

  • Service Analyst - Microsoft Dynamics 365 (D365)

    Jan 2022 - Oct 2022
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  Gridserve sustainable energy limited

  May 2023 - Sept 2024

  Support squad lead - dynamics (d365)

  Recruited to set up and run the Dynamics 365 (D365) support team and responsible for managing the overall support of the key systems used to support a business in hypergrowth. Promoted to manage (interim) overall department with management responsibility for 7 employees and 19 contractors over a 5-month period during a change in leadership.📌Skills: - Team Management - Project Management - Dynamics (D365) and Azure System Lead - Pipeline Planning - Workshop Facilitation Show less

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  Safetykleen

  Sept 2024 - now

  Group it business analyst