SimpliSafe

Loyalty Specialist

Markerstudy Broking

Analysing the success of Markerstudy products in the insurance aggregators. Tracked customer journeys through our quote and buy (Q+B) journeys using Glassbox and Excel, identifying and investigating struggle points and areas of concern. Delivered reports and presentations with analysis and recommendations.

Key Accomplishments
•	Raised a GDPR risk on an application which inadvertently allowed web browsers to harvest personal data from customers.
•	Identified an intermittent JavaScript error which emptied form fields and sent customers back to the beginning of the form.
•	Delivered extensive review of a brand website with recommendations for updates and fixes.

Aggregator Performance Analyst

Co-op Insurance

Selling and servicing home insurance products in an inbound call centre, in an enjoyable change of career. After working on projects to educate people about information security, privacy and GDPR, it was interesting to join a profession in which it is so important.

Key Accomplishments
•	Using my problem solving and critical thinking skills to understand and resolve sometimes complex requirements while remaining compliant with GDPR and FCA regulations. 
•	Contributing fully and actively to the aims of the team and to supporting my colleagues.
•	Achieving rapport with customers, colleagues, and other stakeholders to create positive experiences.

Customer Service Advisor

Manchester Metropolitan University

Create, maintain, and disseminate high quality technical information via a range of channels including website and newsletter content and social media. Responsibility for the maintenance of the department web presence, in terms of structure and content. Responsible for writing and delivering the department newsletter plus news items for the University all-staff newsletter. Change control communications, crisis comms and technical comms lead on IT Services projects.

Key Accomplishments
•	In 2013, I achieved an 87% conversion rate on a campaign to encourage university staff to register for a web-based virtual private network allowing access to university financial systems and the student records system. This comprised a carefully planned marketing communications plan, executed over several weeks, which included a full suite of support documentation and a schedule of staff news articles and tweets about the importance, value, and ease of the service. 
•	Rationalised 112 websites presenting various IT Services content into one cohesive web presence on a secure web server. 
•	Developed a spreadsheet-based system for creating and maintaining user guides and other technical documents, managing the information through its lifecycle from creation, through iterations, using the RACI matrix.

Information Officer (Publicity and Marketing)

The University of Bolton

First-, second- and third-line IT support to staff and students. Maintained the Library website, statistically analysed library surveys, trained staff on assistive technology and provided full IT support to students with disabilities.

Key Accomplishments
Set up the assistive technology room. Wrote help guides for using assistive hardware and software and delivered training to colleagues. Provided ad hoc and scheduled training and support to students needing this facility.

Library I.T. Support & Development Officer

Bolton Institute

First- and second-line IT support to staff and students.

Key Accomplishments
•	Created help guides on various software for students.
•	Developed a skill set in web development.
•	Created AAA compliant website for Learning Support Services

Academic Computing Services Officer

Various projects

Playground Recordings Ltd., 2000 - 2002: 
Created Access database to handle stock control and sales of records; handled mail-order sales and generated sales reports.

Safer Cities, 1997: 
Secondment to provide IT support. Advised on hardware required to run graphical information survey (GIS) and statistical software, 'number crunched' datasets for researchers to analyse and created maps showing frequency of various activity by postcode.

Aural Images, 1994 - 1996: 
Created and maintained website for local small press specialising in unpublished poetry and short stories.

Typing Services, 1992 - 1994:
Dissertation and CV typing services to undergrad and postgrad students. Low prices and a quick turnaround, coupled with a good understanding of academic and scientific terminology, made me a popular choice for local students.

Additional Experience

A focused, adaptable, and meticulous information professional, who wishes to move into GDPR as a natural progression of a career in Information Technology and Insurance. A broad skillset which includes research and analysis, technical writing, and marketing communication. Proven track record of presenting complex technical concepts in an informative and engaging manner, both verbally and in writing.

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