Business Support Analyst - The Salvation Army - United Kingdom
(2024-07)
Providing delivery and governance support for a cross-functional Social Care transformation in a safeguarding-critical, regulated environment, working closely with Product Owners, engineering, QA, vendors and compliance teams to keep delivery aligned to Care Act 2014 principles and organisational outcomes.
- Support delivery roadmaps, milestones, dependencies and RAID management across a cross-functional Social Care programme, working with Product Owners, engineering, QA, vendors and compliance teams to help keep solutions aligned to security and regulatory requirements.
- Support business delivery planning, prioritisation and dependency management across cross-functional teams, helping keep workstreams aligned to Care Act 2014 principles and organisational outcomes.
- Facilitate Sprint Planning, Daily Scrums, Sprint Reviews, Retrospectives and Backlog Refinement sessions, keeping ceremonies structured, inclusive and outcome-focused.
- Write user stories, acceptance criteria and story maps during backlog refinement and capacity planning sessions, translating business needs into clear, actionable work for delivery teams.
- Influence teams in adopting Agile and hybrid delivery practices, contributing to improved flow, predictability and accountability of product outcomes.
- Gather and consolidat input from cross-functional teams to support the Director's governance reporting, building Excel-based programme logs and status reports.
- Design and deliver stakeholder engagement sessions and change readiness briefings, adapting communication for technical teams and non-specialist audiences, while tracking procurement activity and budget spend against agreed thresholds.
- Contributed to a 35% reduction in Direct Payments approval time by resolving cross-functional friction between Social Care and Finance teams, while maintaining full audit compliance.
- Strengthened programme governance and stakeholder confidence by introducing structured reporting, delivery reviews and clearer escalation routes, helping stabilise delivery during a period of senior stakeholder challenge.
- Redesigned status reporting formats to improve governance visibility for senior leaders, supporting faster, better-informed decisions at programme board level.
- Used burn-up charts and delivery metrics to track progress transparently, contributing to a 10% increase in sprint velocity and supporting a sustainable pace of delivery for the team.
Project Support Coordinator Intern - Turney School (Lansdowne Turney Federation) - United Kingdom
(2025-09)
Supporting a SEND school's move from paper records to a digital safeguarding platform (CPOMS) used to manage sensitive pupil and EHCP records, covering requirements validation, stakeholder support and training.
- Gather and validate requirements with the SENCO and Designated Safeguarding Lead to confirm EHCP records were captured accurately on the new platform, reducing rework during migration.
- Run floor-walking support and training sessions for teaching, safeguarding and admin staff, adapting explanations to each audience and resolving queries at first point of contact.
- Log incidents and track recurring issues, feeding patterns back to the project lead to inform fixes and process changes.
- Check migrated records against source data for completeness and accuracy, flagging discrepancies before they reached live use.
- Coordinate day-to-day rollout tasks across teaching, safeguarding and admin teams to keep delivery on track.
- Contributed to a 35% reduction in safeguarding incident-logging and EHCP review time through workflow improvements and structured staff onboarding.
- Drove over 90% staff adoption of the new platform across teaching, safeguarding and admin teams, keeping post-go-live support manageable.
- Kept records complete and audit-ready for Ofsted and safeguarding inspections.
Implementation & Scrum Support - MTN Group - Regional Multi-Market
(2021-11 - 2023-10)
Worked alongside senior implementation leads on the end-to-end rollout of two enterprise software platforms to 35+ customer markets: a fraud analytics platform handling millions of customer transactions, and an AI-powered customer-service system.
- Captured and documented requirements with engineering teams, producing functional specifications and data mappings to support migration and configuration.
- Coordinated rollout timelines and dependencies across 35+ markets, keeping customer teams, engineers and compliance leads aligned on milestones.
- Facilitated Sprint Planning, daily stand-ups, sprint reviews and retrospectives with delivery teams, keeping ceremonies structured, inclusive and outcome-focused.
- Validated migrated data and configuration against local regulatory requirements, working with in-country teams remotely and on-site to resolve issues before go-live.
- Planned and ran UAT cycles with customer market teams, preparing test scenarios, logging defects and tracking fixes through to closure.
- Maintained delivery dashboards, status reports and RAID logs in JIRA and Confluence, presenting fortnightly updates to senior delivery leads and Product Owners.
- Contributed to a platform rollout across 35+ markets processing millions of daily transactions, cutting fraud detection time from hours to under 5 minutes and reducing false positives by 40% within three months of go-live.
- Helped reduce duplicated implementation effort by approximately 25% through standardised rollout playbooks, and supported rollout of an AI-powered customer-service platform that automated approximately 60% of routine queries post go-live.
- Helped resolve regulatory and data-privacy queries across multiple markets without pausing delivery, contributing to 95% compliance approval at go-live.
Customer Service Representative - MacTay Consulting - United Kingdom
(2019-09 - 2021-10)
Frontline customer-facing role supporting private and public-sector clients across consulting engagements.
- Acted as first point of contact for customer queries, diagnosing issues and resolving directly or routing to the right team, while walking customers through new processes and tools.
- Achieved a 95% first-contact resolution rate, exceeding the team benchmark of 80%, and cut repeat queries by approximately 30% by introducing a shared FAQ and follow-up tracker.
