London, England, United Kingdom
Portfolio of achievements includes increasing revenue, driving profit improvements, statistical analysis and databases. Broad-based background encompasses exceptional work ethic and commitment to organisational objectives. Proactive manager, team leader and tactical planner with ability to drive traffic, engage customers. Technical competencies in a number of software such as CRM, Salesforce as well as Business objects.
Provide qualitative and quantitative analysis on academic, vocational and work-based learning qualifications, such as Edexcel and BTEC. •Heavily involved in customer success and journey •Ensure that projects operate within Pearson’s Quality Management systems, and that all qualifications and sample assessments developed •Follow departmental quality assurance processes, in order that they be fit-For-purpose and regulatory compliant, commercially attractive, assessable and operable. •Ensure that Pearson’s qualifications databases are managed effectively. This is a transitional role assisting in the migration of the qualification data onto the new PQS2.0 platform (QMA) •Proposition management (including business case, commissioning and budget management), commissioning and cross organisational stakeholder engagement and proactive product management across business units •Create systematic process to measure customer requirements and enhanced the customer satisfaction measurement process. •Created innovative customer scoring algorithm used to rank the customer database. •Accurately setting up new qualification and unit records on Pearson’s Qualification Database in line with the regulated rules of combination •CRM: Counselled CRM in the use of CRM systems. Consistently providing guidance and technical expertise to CRM Platform leads as well as Salesforce Effectiveness Leaders to help develop solutions to complex Business requirements. •Developed KPIs for Global marketing channel effectiveness for Executive scorecard reporting •Working to increase the use of digital applications to enhance job production and improve customer satisfaction
•Manage the planning and development of design and procedures of metrics reports •Develop new reports and delegated tasks to team members •Use statistical techniques for hypothesis testing to validate data and interpretations. •Identifies and implements strategies that keep ahead of customer and market needs and opportunities. •CRM - Create customer characteristics process to segment customer database on affinity and interests. •Database Administrator – maintain internal databases containing qualification data. Use internal software to update and extract required information from the databases to run analyses. •Lead, develop and motivate the team ensuring that the objectives of the team, department are being met. Manage performance of team members and working towards their personal development plans. •Reporting – Data entry, data auditing, creating data reports & monitoring all data for accuracy. Work to meet internal deadlines as well as external qualification and examination regulators OfQual. Using range of reporting tools e.g. Business Objects for report set up and data extraction. •Increasing the level of business engagement within the parameters of budgetary constraint.
Part of the operations team responsible providing clients with monthly market data/reports for key clients. • Data Reporting – created and delivered client reports on a 4 weekly cycle. Offered consultation and improvements for new and/or existing reports to clients. • Data analysis – Provided a written analysis of the main contents and findings for reports. These analyses targeted and summarised the client's specific area of interest such as their performance in a specific market over a given period. • Client – Liaised regularly with external clients including attending onsite meetings. Furthermore, communicated and interacted with other data agencies. • Ad Hoc Client Requests – Dealt with requests which range from a simple formatting to data report & validation based on the client’s requirement. • Software/tools – Used Microsoft package particularly Excel and powerpoint as well as various in-house tools and software's.
• Database/System Analysis – used database marketing tools and software for consumer profiling such as CADB and perform behavioural/system checks • User Guides – generated technical guides to aid non-departmental staff in using various software programmes such as CADB. Liaised with different Departments within Barnardo’s to ensure all technical guides suited their needs and abilities. • Administrative – provide administrative support for senior team members. Required to book meeting as well as write up the meeting minutes when required. Escalate and drive the resolution of cases to the manager ensuring that all internal processes are achieved.
•Channelling customer feedback to appropriate internal teams and chasing issues internally to achieve timely resolutions •Understand Customer objectives and subsequently prepare a Success Plan that helps achieve those objectives Deliver best practice training and advice Help the Customer realise value of TBP Platform Provide Technical and Product Support to the customers Improve platform usage and ‘stickiness’ Embed yourself in the Customers’ business and build a lasting professional relationship Provide Customer feedback to product management and engineering