Connor Hughes

Experience

• 

  Barclays

  Jul 2014 - Mar 2018

  Completing validation checks on colleagues’ cases to ensure they are following all the correct procedures that are in place to avoid any DPA breaches or risk events.Liaising with the Finance department by providing them with a daily spreadsheet relating to customer redress to process payments and resolving any issues that may arise.Helping resolve complex cases by using problem solving skills to make decisive decisions, ensuring the customer is receiving the correct outcome at first instance.Raising defects to the redress solutions team on Finance SharePoint for UKSL calculators and working alongside the redress solutions team to help resolve the issue.Providing SME support to help maintain high level of customer service and reputation.Providing support to workflow and logging controls including comparing data within excel by using formulas, completing reports and ensuring the smooth running of each process.Training colleagues on how to complete the UKSL Plevin calculator and assisting in implementing the new processes.Improving the efficiency of closing down cases by designing an excel spreadsheet with the use of formulas to create a note that is easily copied into respond.Completing UAT and regression testing on the Plevin calculators reporting defects to the Finance SharePoint and collaborating with the redress solutions team to resolve any commission rate problems or user interface issues.Providing an end to end service to customers whilst ensuring cases are completed within the 8-week SLA. Show less Investigating and resolving customers PPI complaints and calculate the correct sum of monies due to be refunded.Helping resolve complex cases by using problem solving skills to make decisive decisions, ensuring the customer is receiving the correct outcome at first instance. Maintaining customer relationships by adapting and understanding their needs and concerns and responding in a receptive and appropriately.Ensuring I am up to date on current procedures within Barclays and complying with external regulatory bodies.Providing support to colleagues who may need help in a motivating and friendly manner.Providing and end to end service to customers whilst ensuring cases are completed within the 8 week timescale. Show less

  • Validation

    Jul 2016 - Mar 2018

  • Customer Service Associate

    Jul 2014 - Jul 2016
• 

  Career Break

  Mar 2018 - Sept 2018

  Career Break

  Career break

• 

  Barclays

  Feb 2019 - Sept 2020

  Senior Customer Service Associate

  Providing support within the Future State Project, collaborating with technical analysts in the writing of UAT & Regression test scripts, procedure guide updates and completing UAT testing whilst raising defects on Finance SharePoint alongside providing solutions and daily updates to the team.Creating daily MI reports to provide team and operational leaders with the relevant data outlining the quality and productivity rate of agents work, allowing them to monitor agent’s daily performance rate.Developing and maintaining relationships with third parties by providing them with requested information and ensuring the information is provided within Barclays SLA’s.Constantly keeping up to date with new procedures and process to ensure my work is complying within regulations.Providing daily MI to my team leader by completing Vlookups to compare new complaints against data requests and existing complaints outlining the amount of new cases and which channels they were received.Presenting WebEx sessions with other areas of the business on and offshore to help provide training or assist with updates to procedure guides.Managing multiple mailboxes including providing assistance cross cluster when requested and ensuring to keep up to date with any new procedure or process changes to allow myself to continue providing assistance when required.Working alongside multiple areas within the bank and gaining relationships to allow me to process information more quickly and effectively.Retrieving data from tableau to generate reports for active stock to provide insight to Team leaders by way of pivot tables and charts.Investigating and resolving cross-cluster PPI complaints within various remediation pots by using problem solving skills to make decisive decisions, ensuring the customer is receiving the correct outcome.Providing continuous support to team member and other collogues who may need assistance to help ensure the smooth ruining of our department. Show less

• 

  Scania Financial Services

  Oct 2020 - Aug 2024

  Managing the testing effort for Scania Financial Services GB and IE.Demonstrated a solid understanding of the software development lifecycle for change, from gathering requirements, communicating with developers and system administrators through to testing with the business and deploying to the production environment.Developed test plans for numerous successful projects and upgrades to the asset finance system.Working closely with the D365 team ensuring the integration between the financial asset system and D365 is running smoothly.Exhibited highly effective communication skills, adapting seamlessly to different teams globally.Utilised Selenium IDE to automate test scripts, alongside an understanding of Python webdriver and the python syntax.Formulated detailed test cases based on precise analysis of business requirements, ensuring alignment with project objectives and functionality.Conducted in-depth analysis of business requirements, translating them into structured test scripts to guide testing activities effectivelyTranslated gathered business requirements into actionable development scenarios, providing developers with clear guidance for implementing changes effectively and efficiently.Initiated Change Requests through JIRA and managed their progression throughout the development lifecycle, ensuring seamless deployment to production.Provided detailed reports and updates on the progress of system upgrade testing to higher management and the central team.Proactively identifying risks associated with changes through thorough testing and devising solutions to minimize their impact.Orchestrating bi-weekly collaborative pulse meetings with report developers to facilitate ongoing communication and ensure alignment with project goals.Worked closely with system administrators, developers, and output developers on implementing new changes.Organisesd User Acceptance Testing (UAT) workshops for upgrades, collaborating closely with business users Show less

  • Process & Test Analyst

    Nov 2021 - Aug 2024

  • Test Analyst

    Oct 2020 - Nov 2021
• 

  TRATON Financial Services

  Aug 2024 - now

  System Administration Specialist