Customer Agent with MSc in Data Science
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Analyst with an MSc in Data Science and an operational background in client-facing roles. I use advanced analytics tools, specifically data visualisation software and spreadsheet automation, to process data and build automated solutions. In my current role handling collections and account queries, I manage the full lifecycle of client cases from initial logging through to final resolution.
My background managing complex financial disputes and corporate fraud investigations trained me to troubleshoot technical issues and explain them clearly to non-technical stakeholders. I am comfortable working in fast-paced environments, identifying recurring trends and driving continuous operational improvements.
Collections and Operations Administrator at Say Hiya (2023-09 – Present)
Manage client relationships and communicate directly with account holders to resolve complex financial queries and disputes.
Manage cases through their full lifecycle using workflow management software to log issues, investigate root causes and keep clients regularly updated on progress.
Improve data visibility by extracting raw transaction data and building dynamic dashboards for management review.
Identify recurring operational issues and build automated calculators to resolve system discrepancies, improving department processing times.
Escalate complex system errors directly to senior management and document all account activity accurately within internal management systems.
Operations Associate at Capita (2023-04 – 2023-08)
Investigated high-stakes corporate fraud claims and resolved complex technical issues in a fast-paced environment.
Escalated high-risk data discrepancies to senior management and authored structured incident reports.
Collaborated clearly with internal teams to ensure all risk escalations were handled efficiently and documented accurately.
Financial Reconciliation Analyst at Concentrix (2022-11 – 2023-02)
Delivered responsive client solutions and managed high-volume financial reconciliations.
Resolved account anomalies and validated complex transaction data under strict banking deadlines.
Maintained high client satisfaction while ensuring strict adherence to compliance and data protection regulations.
MSc in Computer Science with Data Science – University of Sunderland
BSc (Hons) in Biomedical Science – De Montfort University
