Thandice Bowen

Aspiring Business Analyst with extensive experience within the housing sector, specialising in process improvement, stakeholder engagement, operational support, and complex case management. Experienced in analysing workflows, identifying service inefficiencies, and implementing structured solutions to improve operational performance and customer outcomes. Demonstrated ability to collaborate across departments, support change initiatives, and deliver training and presentations to stakeholders at all levels.

Practical exposure to business analysis methodologies gained through supporting departmental change initiatives and developing escalation processes to improve service delivery. Strong communication, analytical, and problem-solving skills with experience managing complex data, investigating issues, and improving cross-functional collaboration. Currently working towards the BCS Foundation Certificate in Business Analysis.

Homeownership Collections Officer - Peabody Housing - London

(2024-05)

• Managed a portfolio of leasehold, freehold, and shared ownership accounts, ensuring effective account monitoring and arrears management.
• Investigated account disputes and collaborated with cross-functional teams to resolve complex issues efficiently.
• Analysed account data and customer circumstances to negotiate sustainable repayment arrangements.
• Maintained accurate case records and produced detailed documentation to support operational and legal processes.
• Worked closely with internal departments, solicitors, lenders, and external agencies to resolve escalated cases and improve customer outcomes.
• Supported complaint resolution processes, including escalated and MP enquiries, ensuring timely and professional responses.
• Built effective working relationships across teams to improve communication and service delivery performance.

Former Tenant Advisor - Peabody Housing - London

(2019-01 - 2024-05)

• Managed complex former tenant arrears cases within a high-volume debt recovery environment.
• Identified operational issues within escalation processes and contributed to creating improved workflow structures.
• Collaborated with IT teams to improve system functionality and enhance customer response times.
• Conducted data reviews and case analysis to identify service issues and recommend process improvements.
• Delivered presentations and workshops across the organisation to support operational improvements and knowledge sharing.
• Attended stakeholder meetings and documented meeting minutes to support project discussions and operational actions.
• Worked with internal and external stakeholders to improve communication processes and service efficiency.
• Managed complex cases requiring investigation, negotiation, and resolution.

Collections Officer - Family Mosaic - London

(2013-10 - 2018-12)

• Successfully contributed to reducing arrears performance from 7% to 4.2%, exceeding collection targets while avoiding evictions.
• Investigated complex cases and identified appropriate resolution strategies through detailed case analysis.
• Drafted legal documentation and maintained accurate case records to support legal and operational processes.
• Liaised with residents, legal representatives, local authorities, and senior stakeholders to resolve issues effectively.
• Conducted research and analysis relating to housing welfare, debt management, and tenancy matters.
• Represented the organisation at County Court and Tribunal hearings for complex cases.
• Supported community engagement initiatives and coordinated meetings with residents and stakeholders.