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.
