Adam

customer support - Civil service - HMRC

(2025-10)

Business support analyst - NHS Bradford

(2025-01 - 2025-09)

• Update Trust systems with accurate RTT and non-RTT codes
• interpreting clinic letters and escalating training needs to maintain data quality.
• Support and monitor Access Performance, escalating breaches and identifying backlog issues.

Service Analyst - NHS Digital

(2024-08 - 2024-12)

• Microsoft Excel and Google Sheets to manage and maintain live NHS staff datasets, identifying performance gaps and highlighting factors impacting overall team KPIs across NHS Bradford District Care.
• Trend analysis on service and operational data, producing clear, insight-driven reports for senior NHS App stakeholders.
• Managed and resolved NHS App user support tickets in line with service level agreements.
• Managed customer responses across Google Play Store and Apple App Store platforms, documenting feedback, issues, and resolution outcomes.
• Produced and presented weekly reports to the team, highlighting live customer and service trends, alongside forecasting potential future trends.

Financial crime investigator - Monzo Bank

(2023-01 - 2024-12)

Financial Crime Investigator with strong experience across fraud prevention, AML, transaction monitoring, and financial crime detection

• Investigated suspicious activity, high-risk transactions, and complex payment alerts to identify and mitigate financial crime risks
• Conducted detailed transaction monitoring reviews, payment investigations, and enhanced due diligence (EDD) checks to ensure compliance and reduce risk exposure
• Managed fraud cases involving APP fraud, account misuse, suspicious payments, and high-risk customer behaviour across retail and digital banking
• Reviewed KYC and AML alerts, ensuring accurate customer risk assessments and regulatory compliance
• Collaborated with external banks and NCA where required to support fraud prevention and case resolution
• Identified emerging fraud trends and suspicious patterns through data analysis, helping improve detection strategies and operational processes
• Spot emerging trends collecting data and investigate potential suspicious activities

Service Analyst - Liberty global

(2023-03 - 2023-07)

• technical support for EV charging points through tickets, email, and phone.
• Logged, triaged, and resolved incidents promptly, meeting SLAs and ensuring customer satisfaction.
• Diagnosed hardware and software issues, including connectivity, payments, and app problems.

Financial Crime investigator - Santander Bank

(2022-01 - 2023-12)

• Investigated suspicious activity, high-risk transactions, and complex payment alerts to identify and mitigate financial crime risks
• Conducted detailed transaction monitoring reviews, payment investigations, and enhanced due diligence (EDD) checks
• Spot emerging trends collecting data and investigate potential suspicious activities
• Managed fraud cases involving APP fraud, account misuse, suspicious payments, and high-risk customer behaviour across retail and digital banking
• Reviewed KYC and AML alerts, ensuring accurate customer risk assessments and regulatory compliance

Service Analyst - NHS Digital

(2021-10 - 2022-05)

• monitoring and mitigation of project risks and issues under Senior Project Manager direction, recommending and implementing optimal resolution strategies.
• Ensured adherence to regulatory and compliance requirements to minimise fraud risk and detect operational anomalies.
• Microsoft Excel and Google Sheets to manage and maintain live NHS staff datasets, identifying performance gaps and highlighting factors impacting overall team KPIs across NHS Digital.
• Performed trend analysis on service and operational data, producing clear, insight-driven reports for senior NHS App stakeholders.
• Managed and resolved NHS App user support tickets in line with service level agreements, ensuring high-quality user experience.
• Delivered timely and professional responses to customer feedback and queries via the App Store and Google Play, supporting rapid issue identification and resolution.

Customer Service Advisor - Civil service DWP

(2021-02 - 2021-10)

• Communicated with customers via inbound telephone calls for their enquiries
• Issued and tracked responses to investigative enquiries.
• Ensured strict compliance with data protection and security protocols.
• Processed tasks efficiently across the business using digital systems and professional communication.

BEng - Biomedical Engineering - Bradford University (2017-01 - 2020-01)