University of Central Lancashire

Leyland Runshaw College

Penwortham Priory High

Analysis and Design Lead

Greater Preston Area

- Application of structured business analysis approach utilising Lean Six Sigma fundamentals (DMAIC & PDCA) and UCD to drive the strategic targets and principles set out by the local authority.
- Adopting lean tools into the organisation to drive and deliver quick wins to deliver proof of concept processes before any changes are rolled out to the wider team, and ensuring national regulations are considered as part of any change.
- Using business analysis techniques to provide data and…
            

    
    

    
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Lancashire County Council

- Responsible for a portfolio of Change and Continuous Improvement activities impacting both, Customer Experience, and the Customer Services function.
- Prioritise and co-ordinate the portfolio to ensure a smooth delivery of projects, deadlines, and analysis
- Managing a team of 3 Analysts and 1 Project Manager to help support the delivery of the portfolio as well as supporting the operation, both on-shore and off-shore ranging from deploying new systems to communicating process…
            

    
    

    
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boohoo.com

Change & Improvement Manager

- Managed a team of four Insight Analysts who managed data requests & customer insight.
- Deployed a framework to assist with managing work requests & monthly customer experience forums.
- Supported the contact centre operations, senior leadership team and the client to help drive and highlight areas for improvements.

Capita (Carphone Warehouse)

Senior Insight Analyst

- Managing process improvement projects using DMAIC and appropriate lean tools to identify waste & deliver robust solutions to drive operational changes.
- Facilitate process workshops with frontline colleagues & operation managers to understand the AS-IS.
- Use of contact centre metrics including Voice of the Customer, CSAT, FCR, AHT & other KPI’s to drive sustainable changes to improve the Customer & Colleague journeys.
- Continuously analysing customer contact & contract metrics to…
            

    
    

    
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Continuous Improvement & Lean Practitioner

- Managed Continuous Improvement Lean Six Sigma Greenbelt projects & worked with small project teams to deliver lean processes.
- Delivered TIBCO Nimbus BPM platform into a department to promote a standard way of working.
- Audited, redesigned & deployed HR 2.0 SOP’s into the business.
- Utilisation of PADs & UAS method time study to review key retail to calculate time spent with back office activities.
- Identified & recommended improvement opportunities to save the business…
            

    
    

    
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Carphone Warehouse

Business Process and Improvement Executive

- Use of TIBCO Nimbus BPM software to process map and document business processes.

Rahul Bamania