Laura Barnes

Experience

• 

  H.R. Bradfords

  Apr 2004 - Apr 2007

  Supervisor
• 

  Abbey National

  Apr 2007 - Feb 2008

  Customer Service Administrator
• 

  Mitchell & Butler

  Mar 2008 - Apr 2009

  Bar Staff
• 

  Sky

  Jun 2009 - Feb 2020

  As a Process Improvement Analyst, I played a critical role in identifying areas for process optimization and streamlining in Sky Operations. My focus was on analyzing business processes, identifying inefficiencies, and developing solutions to enhance operational efficiency, reduce costs, and increase productivity.I worked closely with many teams to gather data, perform process mapping, and identify bottlenecks in workflows. I then collaborated with stakeholders to design and implement process improvements, ensuring that they aligned with the company's strategic goals.My role involved conducting root cause analysis, developing metrics and KPIs to measure process performance, and providing training and guidance to teams on new processes and procedures. Show less

  • Process Improvement Analyst

    Nov 2018 - Feb 2020

  • Business Resilience Analyst

    Nov 2016 - Nov 2018

  • Customer Advisor

    Mar 2016 - Nov 2016

  • Trainer

    Nov 2015 - Mar 2016

  • Customer Advisor

    Jun 2009 - Nov 2015
• 

  Covetrus UK

  Mar 2020 - Sept 2021

  Business Analyst

  Supporting the Product Manager in the delivery of new products and features relating to the RoboVet practice management system. Collaborating with stakeholders to gather requirements and work these up into user stories. Collaborating with the Development team to carry out story discovery and sizing. Prioritising workload alongside the Product and Development management teams. Communicating updates to the wider business and external partners.

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  NOW

  Sept 2021 - Mar 2024

  As an Incident and Problem Manager at a NOW, I play a critical role in ensuring the smooth and uninterrupted delivery of content to millions of users across Europe. My primary responsibility is to manage and resolve incidents that affect the streaming platform, identifying and mitigating potential problems before they impact the service. I work closely with cross-functional teams to develop and implement incident management processes, and collaborate with engineers to diagnose and resolve technical issues. In addition, I play a vital role in driving continuous improvement, proactively identifying opportunities to optimize system performance and enhance the user experience. With my strong analytical skills, attention to detail, and ability to think strategically, I am an integral part of the team that keeps the streaming service up and running smoothly around the clock. Show less

  • Group EU Incident & Problem Manager

    Jun 2022 - Mar 2024

  • Operations Incident Analyst

    Sept 2021 - Jul 2022
• 

  Sky

  Mar 2024 - now

  Building and managing project plans, timelines, budgets and resources to ensure successful project execution. Proven ability to work closely with cross-functional teams, manage risks and issues and communicate effectively with senior stakeholders.

  • Project Manager

    Jan 2025 - now

  • Delivery Manager

    Mar 2024 - Jan 2025