Alcumus

Business Analyst

Which?

Working with stakeholders to scope out and implement Change
Manage key project stakeholders and hold people accountable for their deliverables
Facilitate and lead project meetings to ensure projects are progressing
Ensure that requirements and scope are captured and prioritised and that dependencies are managed within project deliverables
Manage and resolves issues, risks, dependencies and impediments that may impact on the delivery of the project
Monitor and communicate project progress, risks, issues and dependencies to Project Delivery and Technology teams
Support Business sponsor to define the Business case and Specifications to meet the Business requirements
Eliciting requirements, writing them and reviewing them
Working with businesses to understand their set up, goals and how it links to the technology stack
Creating as is and to be flows using Lucid and Miro 
Liaising with and captivating Stakeholders in the art of the possible 
Simplifying processes and ways of working considering both the end user and the customer base. 
Highlight issues and problems with solutions to manage them that the team could deliver on. 
Shaping the product 
Working with Salesforce Sales Cloud and Service Cloud. 
Creating tickets, stories, epics using Jira and updating Confluence on decisions made and processes, workflows and documentation. 
Ensuring that the replacement system was not simply a like for like product and offered enhancements to compliance, team efficiencies and processes. 
Managing the data migration for 3 businesses from 3 systems – including Salesforce Classic to Lightening. Moving from an purpose build payments system in to Zuora, migrating with Limeo. 
Project Managing the decommissioning of 23 legacy systems. 
Liaising with Salesforce developers, admins and external stakeholders to ensure the correct solutions were found. 
Facilitate effective knowledge transfer, training, and adoption of product capabilities

Project Manager / Business Analyst 

•	Main point of contact for Larger Retail Brand Partners (up to 2500 staff) managing the day to day relationship 
•      Managing Contract negotiations 
•	Arranging the logistics of assessments requiring excellent planning, organisation and communication skills with many parties to ensure assessments day are fully attended. 
•	Managing a team of temps ensuring adequate resource in place at all times
•	Analyse related consumer complaints identifying root causes and working with the account and escalating internally as required.
•	Liaise with internal & external stakeholders
•	Hold companies to contractual obligations ensuring they remain complaint and adhere to the agreed code of conduct
•	Partake in initial meetings before sale, right through to and after contract renewal negotiations
•	Accurate Governance as well as invoice raising
•	Production of stats on an on going basis and ad hoc when required for internal & external stakeholders
•	Often work outside scope producing video content, attending road shows, carrying out face to face training with various levels internal & external. 
•	Arrange and chair monthly meetings with all clients
•	Creating process guides
Working with companies to initiate change within their business, highlighting improvements they can make to enhance their customer journeys, ensuring the companies are aware of regulation changes Offering training where appropriate.

Premier Account Manager

•	Retaining traders and handling all of their complaints
•	Liaising with unhappy consumers, guiding them through the complaints procedure and logging any feedback ensuring any compliance issues are addressed
•	Moderation of reviews submitted via post and online
•	Training and supporting new team members, ensuring that they are up to date and have ongoing training and assistance. 
•	Ensure traders are using the Logo correctly, and follow up with any traders who are mis-using the Logo at all times ensuring Which’s integrity 
•	Keep Which? Local up to date and carry out full forum moderation, as well as answering any queries raised within a timely fashion. 
•	Provide support and coaching to members of the wider team helping them with development to make the customer’s journey smoother. 
•	Provide support to the team manager creating the monthly work flow. 
•	Act as a point of contact between the Bristol & London team ensuring that any changes or requests are communicated to both teams.
•	Manage Social Media pages, including creating of posts and responses.

Relationship Adviser

Chartwell Healthcare Limited

•	Contact existing back book to service and offer additional benefits
•	Continually improve knowledge of the whole market for Insurance & Group Risk benefits
•	Provide Private Medical Insurance advice to individuals and Group schemes
•	Developing and Promoting the Chartwell Proposition to maximise new business opportunities
•	Working closely with Insurers, developing marketing ideas and using the knowledge to provide advice to clients
•	Provide compliant advice for Employee Benefits such as Group Risk, Private Medical Insurance, Dental, Travel and Health Cash Plans
•	Commitment to clients ensuring that excellent customer service and satisfaction is achieved
•	Carry out whole of market reviews, create reports to send to the client, pitch the report and sign up the business
•	Solve problems and assist with claim queries as well as taking ownership of clients, ensuring that all paths are travelled to ensure Customers expectations are met and exceeded

Peripheral Sales Executive

Xerox

Project Managing building of new platforms, working with developers and external stakeholders
•	Trained staff on newly acquired schemes or renewal changes
•	Project Managed - taking a lead role on project Calls with clients regarding the Flex benefit platform and the benefits
•	Received calls from clients and their employees
•	Provided an in-depth knowledge of many flexible benefit products such as Critical Illness, Cycle to Work, Childcare Vouchers, Home Technology, Health Cash Plans, Private Medical Insurance and many more. 
•	Collated and produced MI stats on a monthly basis
•	Produced monthly interface files & Data Loads
•	Took ownership of clients ensuring SLA’s met by managing a small team 
•	Ensured client retention via weekly calls, dealing with any issues in a timely manner and keeping everyone informed of the situation.
•	Account Managing schemes ranging in size from 100 members to 55,000 members, clients included many household names. 
•	Worked with employees based in Romania to ensure the system implementation meeting deadlines.
•	Tested systems & website and created test plans.

Flex Benefit Specialist

Pension Quotes Team and Sales Support looking after SIPPS, LV's FTA and PRP policies, carrying out quotes on new and existing business for IFA's.

Sales Support

LEBC Group / CHS

Responsibilities Include:

Ensuring all commission income is declared and accurate based on consultants figures.
Maintaining good relationships with clients as well as on occasions attending client visits.
Orginising and Managins Team Workload
Account managing clients and policies, handling all membership amendments, joiners and claims on policies through the use of email, telephone and letter writing.
Liaising with Insurance Companies on a day to day basis on behalf of clients.
Carrying out periodic membership audits against an insurers membership list, to ensure that all membership data is accurate, and ensuring any errors are corrected.
Compiling pre-renewal data and producing quote requests on excel to be issued to the insurers for market reviews. 
Looking after individual clients, finding them the right policy and setting their policies up.

Client Support

I Spent 18 months as an administrator working with two Finanical Advisers mainly dealing with Mortgage's and annunities. Currently I work in the Group Private Medical Insurance branch of the company fullfilling roles including looking after major accounts and maintaining relationships with clients and insurers alike.

Client Support / IFA Admin

Responsibilities included:

Providing comprehensive administration support to two consultants.
Administering Investments, Mortgages and Pensions for individual clients and Corporate Clients
This involved going out to market to collect &amp; collate quotes, obtain valuations of pensions and investments, chasing insurers to ensure policies have been set up correctly and checking policy documentation and 
Liaising with policy holders, insurers and new potential clients alike 
Maintaining client records, Dealing with the incoming and outgoing post, Composing letters and emails.
Liaising with colleagues, clients and product providers

Administrator

Dominos Pizza Enterprises

I began working at Domino's Pizza in Customer Service, i then began training to become a delivery driver. Once i has completed my training I then began to train all new member of staff and carried out many managerial duties, including handling large quantities of cash, orginising the team, running shifts and arranging the rota.

Supervisor

Dominos Pizza

Responsibilities included:

Managerial duties, including handling large quantities of cash, organising the team, running shifts and arranging the rota. 
Orginising marketing days, fresher's fairs and visiting companies to discuss cross company marketing. 
I was given the opportunity to train as a full time manager; however this was not where I wanted my career to go and decided to concentrate on my full time job. 
Training all new staff 
I currently do a few shifts at Dominos Pizza again training all of the new recruits in time for the student rush

Manger / Supervisor / Trainer

Friends Provident

Customer Consultant

The Express Building

Responsibilities Included:

To provide information to Individual Financial Advisers (IFA's) on their clients financial products held with Friends Provident
To process paper applications received as well as checking online applications made and meet daily targets
Supporting new trainees whilst in their training program   
Act as a relationship manager for specific IFA's
Provide Technical support to customers for the Friends Provident web based service
Whilst in the role I also was seconded to various testing roles.

Customer Services

What do I enjoy most? A challenge - whether pushed or I jump both get me there. 

An ambitious, enthusiastic and reliable person who excels in customer focused environments. Is an excellent team worker who possesses the initiative to work unsupervised. 
Adaptable for all roles and thrive when working on projects whether managing or assisting, with experience in implementing and overseeing changes. Resourceful and an excellent communicator at all levels who is not afraid to take on new tasks outside of scope. Excellent use of Microsoft Excel (advanced), word and IT literate. Positively upbeat and polite with a strong set of personal values. Good attention to detail, strong organisational skills and as a rule is proactive rather than reactive. Enjoys building relationships with customers and colleagues alike. 

After many years of working in the Financial services industry fully understands and appreciates the need for regulations and structure however excels at thinking of new ways to work and drive companies to improve practices. 

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