Senior Analyst – Continuous Improvement (Robotics) at BNY Pershing (2020-01 – Present)
- Took ownership of complex operational complaints and escalations, investigating issues end‑to‑end and delivering clear, fair resolutions.
- Worked with internal teams and external suppliers to establish facts, challenge inconsistencies and agree commercially sensible outcomes.
- Identified trends and recurring issues through analysis of reopened cases, producing actionable insight for leadership.
- Strengthened complaint‑handling processes by redesigning workflows, improving accuracy and reducing repeat failures.
- Produced structured reporting highlighting risks, themes and improvement actions.
- Drove ownership across teams, ensuring agreed actions were followed through and service standards improved.
Lead Representative – Corporate Actions at BNY Pershing (2019-01 – 2020-12)
- Managed complex discrepancies requiring investigation and escalation, working closely with suppliers and internal teams.
- Designed QA checks and process improvements to reduce repeat errors and strengthen consistency.
- Produced clear documentation and performance reports for senior stakeholders.
- Identified root causes and implemented corrective actions to improve customer experience.
Apprentice Program Development Specialist at Barclays (2018-01 – 2019-12)
- Conducted structured investigations into performance concerns, safeguarding issues and customer‑related complaints.
- Delivered training on reasoning, decision‑making and regulatory standards, improving consistency across teams.
- Managed sensitive conversations with empathy and professionalism, ensuring fair and informed outcomes.
Customer Outcome Leader / Associate at Barclays (2015-01 – 2018-12)
- Led escalated complaints across multiple sites, taking full ownership from acknowledgement through to resolution.
- Investigated issues thoroughly, reviewing evidence from customers, businesses and suppliers.
- Delivered fair, balanced and commercially appropriate resolutions, often in highly sensitive situations.
- Identified complaint themes and contributed to service‑improvement initiatives across the business.
- Acted as a referral point for complex cases, strengthening consistency and raising service standards.
Decision Maker – Customer Relations Manager at Barclays (2014-01 – 2015-12)
- Full accountability for complaint decisions, including evidence review, liability assessment and outcome setting.
- Produced clear, structured Final Response Letters explaining reasoning and next steps.
- Managed high‑volume caseloads efficiently in a fast‑paced environment.
- Investigated multi‑department issues, ensuring fair and commercially sensible resolutions.
Training Consultant – Complaints & Quality at Barclays (2012-01 – 2014-12)
- Delivered training to improve complaint‑handling capability, investigative reasoning and structured decision‑making.
- Strengthened consistency and quality across complaint outcomes.
- Produced performance and accreditation reports for senior leaders.
Customer Relations Advisor – PPI at Barclays (2010-01 – 2012-12)
- Investigated complex PPI complaints, resolving issues with empathy and professionalism.
- Clarified facts through structured questioning and delivered compliant written outcomes.
- Built strong foundations in regulated complaint handling and customer‑focused service.
Branch Roles – Counter Manager / Cashier at Barclays (2003-01 – 2010-12)
- Delivered face‑to‑face customer service, resolving disputes quickly and professionally.
- Managed sensitive conversations and restored customer confidence.
- Identified early trends and service gaps, contributing to improvements in customer experience.
