Finance Systems Analyst at Coventry Building Society

Responsible for the SaaS Suade regulatory software to collate data, generate and deliver reports to the regulator; generated and analysed reports, tested and authorised updates, provided information in forums and ran them, and performed root cause analysis on issues. Worked in an agile workflow with sprints, facilitated discussions between third parties and internal stakeholders, and created documents and slide decks, along with terms of reference and support documents. Used ServiceNow, JIRA, Zendesk and Workday. Managed access requests and oversaw monthly and quarterly access reviews for various software, in addition to system lifecycle management.

Social Media Analyst at Coventry Building Society

Analyzed stakeholder goals for social content, reviewed analytics from Twitter/X accounts, and collated metrics for each artwork based on impressions, engagements, likes, and retweets. Expanded metrics to include engagement rate, universe, style, character count, image shares, and cross-platform distribution. Performed comparative analysis across time periods and presented findings with conclusions and future ideas.

Senior Telephone Advisor at Coventry Building Society

Discussed banking services with customers, opened new accounts, processed transactions, and supported Live Chat. Served as first point of contact for complaints and provided guidance on the complaint process. Handled bereavement and power of attorney inquiries, supported the probate team, deputised for the team manager, delivered feedback, led huddles, managed seating decisions, tracked time in lieu, and authorised transactions outside standard processes.

Complaints Quality Specialist at Coventry Building Society

Rated complaints and Final Response letters for regulatory compliance, rewrote letters when needed, provided feedback for underperforming advisors, led monthly manager meetings, and produced reports to identify themes and trends. Supported colleagues by covering tasks during illness or holidays.

Customer Assistant at Marks and Spencer

Customer service and sales support, assisting customers with inquiries and purchases.

Assistant Photographer at Be My Guest Photography

Supported photography for weddings, school proms, and charity events; captured candid photos for albums and served as secondary photographer during proms and events.