Experience

• 

  The office bar. carlisle

  Jan 2009 - Jul 2012

  Bartender

  Responsibilities included preparing hot, soft and alcoholic beverages,cash handling, stock replenishment and rotation, and up-selling.Designed brand advertisements and organised promotional events to attract a wider range of clientèle. Consistently achieved top sales targets, delegated to provide training to new staff members and implemented structured cleaning rota to improve efficiency of end-of-night cleaning.maintained my gregarious nature throughout unsociable hours whilst dealing with customer queries and issues, ensuring the highest standard of customer service was delivered. Show less

• 

  Northumbria university

  Sept 2012 - Jun 2013

  Student representative

  Delivered presentations to A Level students at local sixth form schools and colleges in order to attract them to apply to Northumbria University. Worked on the NUS Entry Scheme, a scheme set up by Northumbria University to give 16 year old students from deprived backgrounds an insight into university life. Delivered workshops to 13 students in order to prepare them for an assignment as part of the scheme. Later mentored 5 students throughout a day at university whilst further preparing them for the assignment that was due, all of whom achieved accreditation from the scheme thus attaining 40 UCAS Points towards a course at Northumbria. Show less

• 

  Aspers casino

  Jan 2013 - Jul 2013

  Security officer

  Employed as a security officer (full time). Working in a team, ensured the safety and security of all staff, customers and the premises. Worked with colleagues and the surveillance team in order to provide the quickest and calmest resolutions to heated situations. As the first point of contact with the casino, provided a warm and welcoming reception as well as ensured that customers left the casino safely to improve customer retention.Remained gregarious during the very often unsociable and often pressurising working hours and conditions. Liaised with senior managers on a regular basis to input on how to improve working practices occurring in the venue and improve the security.Awarded a Positive File Note for exceptional work rate and professional conduct on one of the busiest nights of the year. Show less

• 

  Grovelands

  Jul 2013 - Jun 2014

  Graduate ppi complaints handler

  Contracted with a major bank to handle mis-alleged Payment Protection Insurance claims in regard to Store Cards.Utilising systems to analyse evidence, contact customers to establish recollections and provide a thorough evaluation of the evidence available to come to the correct decision. Consistently exceeded weekly targets whilst maintaining high quality investigations. Delegated to act as Deputy Team Leader: making sure daily spreadsheet records were up to date, allocated cases amongst the team, elected to investigate the most complex cases, provided advice and feedback to colleagues in order to ensure efficiency of case closures, liaised with other departmental Managers in order for unworkable cases to be given priority.Worked with the senior management and the legal team to provide clarity on how to assess vulnerable customers with a neurological disorder. Later awarded Case Handler of the Month for going above and beyond the usual standards in order to provide the fairest resolution for a particularly vulnerable customer, being commended by senior management for the effort.In order to maintain exceptional quality and productivity whilst fulfilling obligations as Deputy Team Leader, it was vital to have excellent organisation and time management in addition to a strong attention to detail, leadership and communication. Show less

• 

  Silverfox fs ltd

  Jun 2014 - Oct 2015

  Director/owner

  Contracted with a major bank to handle mis-alleged Payment Protection Insurance claims regarding loans.Assessing customer complaints against legal and industry standards, deciding whether an insurance product was mis-sold on a loan.Tasked with identifying and reviewing all evidence, providing a comprehensive explanation of the decision obtained whilst updating systems accordingly.100% record of BAU quality whilst consistently exceeding targets.Top producing case handler on the team averaging 120-130% output on a monthly basis.Exceptional productivity and quality led to selection for Project Meridian - working with senior management and an independent law firm to ensure cases comply with regulatory requirements.Developed analysis of information and communication skills through extensive data gathering of systems and in-depth customer contact over the telephone.Developed a calculator on MS Excel in order to identify the cost of PPI and loan interest from a combined figure.Responsible for completing the most complex and highest priority cases due to extensive subject matter knowledge, organisation and endeavour to complete investigations before deadlines. Show less

• 

  Ibm

  Nov 2015 - Aug 2021

  Initially overseeing the RAID and deliverables of a large Data Centre Migration for a national bank, proceeded to lead planning of migration activity, work with command and control during migration event. Relied upon by senior stakeholders to deliver analysis of migration activity, commercials and mitigating/resolving problems, ensuring milestones are reached.Comprehensive understanding of application/DC migration, taking new programme colleagues through lifecycle. Volunteered to lead Mentoring program, delivering events to junior team members. Show less • Worked closely with Portfolio, Sales and commercial managers to accurately report into the Senior Leadership Team.• Responsible for providing revenue/business forecasting analysis, identifying opportunities and mitigating risks to monthly and quarterly commitments to ensure leadership team can accurately report numbers and act accordingly• Relied upon to solve challenging tasks such as complex debt issues, quarterly signings bridging, and urgent ad-hoc requests from senior management• Transformed and streamlined the Sales Cadence Pack through improved excel automation, conditional formatting and visual output of data• Improved pipeline reporting and new signings management by understanding needs of the management teams and developing solutions/reports to address them• Helped drive operations from a top level with expanding knowledge of the business Show less

  • Senior Consultant

    Oct 2019 - Aug 2021

  • Technology Strategy Consultant - Financial Services

    Feb 2018 - Oct 2019

  • Business Operations Analyst

    Feb 2017 - Feb 2018

  • Cyber Security Consultant

    Nov 2015 - Feb 2017
• 

  Rackspace technology

  Aug 2021 - Aug 2022

  Project manager
• 

  Aker systems

  Aug 2022 - now

  Technical delivery manager