Serenity Westfield

• Managed the IT Operations team, merging two helpdesk teams into a single cohesive unit, providing training and guidance for their professional development which let to the team achieving a 100% NPS score among internal customers over a 6-month period
• Oversaw all changes to SQL environment, via planning meetings and code review, to ensure consistency and adherance to "One Vision" ethos
• Created repository data structure, from tables to ETL stored procedures, to reduce load on the databases and enable faster reporting - in some cases reducing page load times from 180 to 5 seconds
• Built tools to automate removal or reporting of customer personal data to comply with GDPR regulations
• Streamlined and simplied code base by replacing all hardcoded .NET queries with SQL stored procedures, reducing code duplication and increasing flexibility
• Created full suite of both automated and on-demand reports for every level of the business using SSRS; Crystal Reports and Orbis Task Centre; or custom internal software, with an average turnaround from request to delivery of under one day
• Designed and oversaw creation of custom HR application including absence, training, recruitment and case management functions; saving £50,000 over a 5 year period

• Formed internal helpdesk after external contract terminated, creating systems and processes to enable smooth transition and eliminating impact on end users
• Built systems for Staff Satisfaction Survey using SurveyMonkey and internal databases, providing data to HR function allowing them to hit key employee engagement benchmarks
• Created and delivered face to face training for MI Analysts regarding creation of complex reports in Crystal Reports, Excel and other bespoke applications. Ensured consistency and adherence to company policy and standards. 
• Presented IT updates at Governance and Compliance meetings to Exec team members and department heads, ensuring planned IT projects fitted within the overall business plan and that key parties were aware of relevant risks
• Instigated IT purchasing process by putting all purchases out to tender using the Spiceworks purchasing tool, saving 14% on hardware, software and consumables over 18 months
• Rebuilt debt chasing communications process using stored procedures and Orbis Task Centre, saving two hours of manual work per day and ensuring consistency across accounts

• Developed a flagging system using stored procedures and SQL Jobs to identify customers with no active booking, therefore preventing poor service and reducing cycle time key measure
• Developed coaching database using SQL and HEAT Call Logging to allow Contact Centre Manager to score calls to customers in order to allow consistent performance tracking and provide personalised coaching

NISEI is a volunteer community project to continue a cancelled card game, and is due to simultaneously release it's 3rd and 4th product in December 2020. As Community Manager I sit on the Board of Directors and my role consists of:

• Managing the Community Team, including Translators and Web Developers
• Represent the external Netrunner community during board strategy meetings
• Produce and maintain communication strategy, for both day to day operations and product release periods
• Sign off on specifications for NISEI owned websites (nisei.net and netrunnerdb.com)
• Write articles for publication on nisei.net
• Work with EDI team to ensure the community remains inclusive
• Host livestreamed events