Sky - Customer Service Advisor - October 2019 to Present
The opportunity came up to work for Sky in a completely different environment. This has come with its own challenges and learning curve which I feel I have gained good overall experience which I can apply to my career. Duties include:
- I am the first point of contact for all customers enquiries which include all Sky Products, TV Broadband, Billing, Provisioning and all other questions.
- Dealing with a high number of calls on a daily basis, roughly a hundred a week.
- Excellent team player opting to be a ‘champion’ for all broadband and provisioning questions within the team.
- Consistently deliver excellent weekly stats with an average of 80% NPS customer satisfaction results and roughly 20% sales through service results.
- Take ownership of customer escalations and manage customer expectations through their customer journey.
- Work with management to improve company processes and suggest improvements to software functionality.
Career Break - February 2019 to September 2019
Chose to take a 8 month career break, I used this time upskill and improve my knowledge around JavaScript, agile trends and worked a few personal website developments. Examples can be provided.
Modulr - Technical Business Analyst - September 2018 to January 2019
Working in my first contract role I quickly gained industry knowledge in a fast paced Fintech start up environment. Duties included:
- Worked closely with stakeholders at all levels of the business, including external stakeholders to gather and elicit requirements. At the same time building solid relationships with everyone involved.
- Took personal responsibility for projects and led the design and building of the software in a fast paced Agile Scrum environment.
- Actively involved in the full life cycle of projects with daily stand ups, weekly design review, sprint planning and retrospective sessions.
- Gathered all requirements into a confluence page which would be used as the main point of truth for projects.
- Wrote user stories using the INVEST technique to deliver short end to end testable pieces of functionality.
- Designed process maps via sequence diagrams and process flows to help stakeholders understand what the aim of the project is from a high level.
Be Positive - Business Analyst - May 2018 to July 2018
I was a permanent Business Analyst and was contracted out to Aegon in Edinburgh to work on an urgent project. I was assigned to their Digital Solutions team and was assigned to work on their Advisor Portal. Duties included:
- Refactor existing user stories into a more understandable acceptance criteria format.
- Update the business requirements by leasing with external and internal stakeholders to gather the requirements.
- Be the go to BA on daily stand up calls and deliver sprint planning walkthrough sessions to remote stakeholders via Skype.
- Rapidly gain domain knowledge and industry terminology.
- Reason for leaving: This company was not a strong culture-fit for me and decided to pursue other avenues.
Be-IT - Resourcer - March 2018 to May 2018
Headhunted to join an old colleague as a Resourcer. This was an exciting and challenging new role that I found very interesting to be involved in a completely new industry. Duties included:
- Finding and searching for suitable candidates for various professional IT positions. Using multiple social media platforms to help find candidates.
- Learning Boolean searching techniques in order to help narrow down specific searches.
- Gaining a good telephone manner and candidate engagement technique in order to engage with candidates and colleagues.
- Working as part of a fast paced sales driven team to deliver results on time.
- Tried to implement some new ideas to the company via the use of social media.
- Reason for leaving: This was a sales role, I prefer a client engagement and analytical role.
Capita CSDS - Business Analyst - March 2014 to December 2017
Working within a software development environment, worked as a Business Analyst leading the design for a Java based multi-platform (Android/Windows Phone) application for the public sector. Responsibilities included:
- Worked as a Business Analyst using Agile SCRUM methodologies as well as working in an Agile Kanban environment.
- Involved in offsite client workshops, specifically working with the public sector to gather requirements and flush out technical issues.
- Internal workshop facilitation working with developers and testers to do Task breakdowns.
- Defined detailed functional and non-functional requirements for major features within the product offering.
- Evaluated customer specification documents and identify variances against the current product definition.
- Good understanding of mobile user experience to enable the design of UI layout for mobile use.
- Understanding 3rd party API’s and how to connect to them.
RDoyle Consultancy – Owner - July 2013 to March 2014
Between the months of July 2013 and March 2014 I started my own consultancy business helping small companies and start-ups get their IT systems configured. I also designed a few websites for clients which helped develop my own skills. Reason for leaving: I was offered a Business Analyst role that I decided to pursue.
Lumesse - Business Analyst - January 2008 to July 2013
Lumesse is an award-winning provider of recruitment and talent management software. The company went through a number of restructures and mergers; previously known as StepStone Solutions UK and Obvious Solutions. During my 10 years here, I was progressively promoted. Lumesse gained a new CEO, who changed a number of functions across the group. Along with the majority of the Scottish office, I was made redundant.
Roles listed below are all for the same company. I was consistently promoted:
StepStone Solutions - Web Implementation Consultant - January 2007 to December 2007
Responsibilities included:
- Client and candidate contact offering first and second line support.
- Creation of client career websites, this included ensuring that all sites comply with W3C accessibility.
- Supporting the Business Analyst team responsible for developing the product, I assisted in the early stages of UAT.
- Promoted to Business Analyst.
Obvious Solutions - IT Assistant - March 2003 to December 2006
Working for an e-recruitment / HR I was part of the technical team (Customers included Microsoft, Halifax, Bank of Scotland, Lloyds DHL, Goodrich, BP and Amazon amongst others). I oversaw the production of the videos and multimedia material. Other duties included:
- PC support to over 50 workstations and approximately 40 employees in the office and remote locations.
- Up keep of company’s network. This included TCP/IP, Wi-Fi, VPN, Active Directory and MS Exchange.
- Web page development and graphical design.
- Promoted to Implementation & Web Developer.
