Hayley Doolan

Working for a FTSE 100 company and reporting to the Insight and Analytics Specialist, my role was part of a newly established Customer Insight and Analytics team. Primary aim to analyse and present customer data in a way which enables smarter decision making and the delivery of an excellent customer experience. Responsibilities included: - Engaging with stakeholders to help interpret, formulate and understand business requirements. - Using IBM SPSS Modeller to create predictive models, perform cluster analysis, sentiment analysis and analyse large volumes of data with an aim of delivering actionable outputs. - Presenting voice of the customer outputs in a more engaging way to help drive change. - Supporting a newly established voice of the customer forum as a platform to showcase my insights/outputs to key senior stakeholders. - Analysis of current data availability/gaps and identifying opportunities to improve it. - External bench-marking to ensure the team is utilising best practice and create new, more efficient ways of working through innovation. - Root cause analysis to aid adherence to KPI's

Working both independently and as part of a team with 2 key objectives: 1) Ensuring that the submission of data to the regulatory body (OFWAT) is reliable, accurate and complete. Responsible for the quality assurance of a number of key measures and for the timely and accurate completion of monthly quality assurance checks to aid in the successful completion of an external annual audit. Attention to detail is key, ensuring that data is input accurately, whilst being able to spot errors or potential areas for risk. Strong communication skills and stakeholder engagement, to effectively gather information from across a number of different departments. 2) Generating customer insight through external research, bench-marking and analysing results from various internal data sources and Voice of the Customer surveys. Use of advanced Microsoft excel and access to process, analyse and interpret data, presenting this information to key stakeholders to help support the company’s strategic goals of customer experience and regulatory compliance.

Working with customers to effectively negotiate payments and arrangements with an aim of delivering an excellent customer experience, whilst meeting the aims of Severn Trent Water. Managing both inbound and outbound contact, I worked to and exceeded challenging targets. I undertook a number of development opportunities: - Individual coaching and support for both existing and new team members - Providing floor support in the absence of a manager - Managing calls where the customer wished to escalate their issue - Working with the Quality Team to ensure adherence to policies and procedures - Writing and amending policies and procedures - Conducting monthly one-to-ones for team members - Providing constructive feedback to team members where necessary - Supported the Strategy Manager by conducting external research

Working for the leading multi-platform media company in Australasia, my role consisted of maintaining and updating internal and external databases for the Fairfax Business Research Team. Using multiple channels of research, including web-based searches and business to business telephone calls, I was required to utilise both my research and exceptional customer service skills to obtain optimum information from senior management. This was a target driven job, which required working independently and also as part of a team, where I was a consistently top scorer both exceeding targets and achieving bonus.