Ben Gibbons

Experience

• 

  AGA Rangemaster Group plc

  Nov 1998 - Aug 1999

  Accounts Clerk

  - Responsible for the entering of invoice and customer data into the custom database system (Aga-Care)- Handling incoming customer queries

• 

  Schneider Electric

  Feb 2001 - Apr 2001

  Short Term Contract - Returns Department

  - Worked within the Returns department processing customer returns through the SAP system

• 

  Business Link Shropshire

  Sept 2001 - Jun 2005

  - Responsible for maintaining the data contained within the companies database (over 14,000 records)- Ensured the information was accurate and up to date, and in line with current Data Protection legislation- Interrogated the CMS using Crystal Reports to produce accurate reports and analysis on the penetration of Business Link Shropshire services throughout the county, for Regional and National bodies such as the Small Business Service (part of the DTI) and also internally for Performance Measures- Provided regular information to the external independant organisations for the surveying of Customer Satisfaction, and disseminating the results to the relevant senior staff- Responsible for the production of the Staff Manual on the CMS and all staff training on the use of the system Show less

  • Client Management System and Management Information Executive

    Jul 2002 - Jun 2005

  • Rural Recovery Fund Project Assistant

    Sept 2001 - Jun 2002
• 

  Business Link West Mercia

  Jul 2005 - Apr 2007

  MI and Claims Executive

  - Responsible for the management of contractual outputs- Ensured that the mechanisms and solutions were in place to capture and map the relevant data to management reports and designed reporting metrics with the management team to ensure accurate and complete data capture- Reviewed all financial and output claims on a monthly basis prior to submission and ensured consistency in claim methodology and where required, reviewed these with senior members of staff to identify and resolve issues- Established and shared best practice within the co-ordinators and the project teams, completing interviews with key users and documenting key business processes for sign off and circulation Show less

• 

  West Midlands Brokerage Services Ltd (Business Link)

  Apr 2007 - Dec 2011

  - Managed web and application developers to deliver the design and ongoing maintenance of a shared service CRM and ERP system, along with internal and external web applications. Led the process design and change delivery on a number of complex business transformation programmes that streamlined customer interaction and management reporting- Controlled the workload and prioritisation of tasks for the Team and implemented an agile approach to development that rapidly improved end-user engagement and visibility of progress- Worked closely with senior business and technical Stakeholders to manage expectations during the development and implementation process, completing workshops and requirements documentation and undertaking post implementation reviews to identify any further development work or support required- Worked closely with dedicated Business Analysts and helped them identify, prioritise and assess changes to processes and the relevant system implications- Undertook review sessions with the Testers to assess developments, and review potential amendments and feedback. Show less - Produced process models and activity diagrams for the business processes within the Brokerage Service- Responsible for producing requirements documentation for process and system changes with the companies Client Management System- Responsible for ensuring the system captured the relevant metrics to report on performance within the Brokerage Service- Reviewed reporting requirements with Senior Managers and designed and deployed the appropriate reports using Reporting Services Show less

  • Service Manager - Applications Delivery

    Jan 2010 - Dec 2011

  • MI and Systems Analyst

    Apr 2007 - Jan 2010
• 

  Rugby Football Union

  Apr 2012 - now

  Project Manager