Sep 2021 – Aug 2022 · 11 mos · Liverpool, England, United Kingdom

• Throughout my time at ServiceSource, I played a key role in driving digitization and business intelligence initiatives across global regions including EMEA, NALA, and APJ. In both analyst and program management capacities, I focused on enabling scalable, secure, and data-driven solutions that supported the organization’s transformation and growth.
• Highlights from my experience include:
• Leading digitization projects across global operations, ensuring alignment between business goals and technical execution
• Partnering with Data Engineering to migrate legacy systems to robust, modern data platforms
• Championing data security by collaborating with InfoSec to automate access controls and integrate security into BI workflows
• Supporting BI teams with advanced reporting solutions in Tableau and Power BI, while overseeing the transition to more scalable platforms
• Collaborating with IT to ensure infrastructure and tools met the evolving needs of the BI function and broader business units
• This work laid the foundation for my transition into senior program management roles where I continue to deliver strategic, cross-functional data initiatives.

Oct 2014 – Sep 2021 · 6 yrs 11 mos · Liverpool, England, United Kingdom

• In my earlier roles at ServiceSource, I supported global sales operations and enablement teams by delivering accurate, actionable insights that helped drive productivity and efficiency across sales centers in Nashville, Denver, Dublin, Liverpool, Singapore, and Japan. My work focused on building and maintaining the foundational systems, reports, and processes that enabled effective decision-making at scale.
• Key contributions include:
• Administering and analyzing sales operations metrics to support global inside sales and enablement functions
• Participating in operational planning and forecasting to align sales goals with business strategy
• Developing and maintaining core reporting tools to track performance and drive accountability
• Managing opportunity and bookings data in centralized systems to ensure data integrity and accuracy
• Supporting the creation of tools and dashboards to streamline operational planning and forecasting processes
• This experience provided me with a strong grounding in data-driven operations and set the stage for my growth into more strategic business intelligence and program management roles.

Oct 2012 – Oct 2014 · 2 yrs · Chester, England, United Kingdom

• I specialized in business performance reporting and operational analytics within the financial services and claims management space. I was responsible for delivering accurate, timely reports that informed daily decision-making across multiple sites, brands, and products.
• Key responsibilities included:
• Producing daily performance reports to track business activity across a range of services and locations
• Reporting on Claims Management Company (CMC) metrics, with a focus on how CMC ratios influenced broader performance in the PPI area
• Collaborating with Audit teams to ensure reporting procedures were compliant, robust, and audit-ready
• Managing and delivering ad-hoc reports with precision and speed to support a range of business needs
• This foundation in reporting accuracy, stakeholder collaboration, and data storytelling laid the groundwork for my growth into more strategic roles in business intelligence and program management.

Mar 2012 – Oct 2012 · 7 mos · Chester, England, United Kingdom

• I was responsible for handling complex customer complaints with a focus on fair outcomes, regulatory compliance, and operational consistency. This position required both analytical judgment and strong attention to detail to assess cases thoroughly and equitably.
• Key responsibilities included:
• Gathering and reviewing all relevant case documentation, including customer communications, product literature, and transaction histories
• Assessing complaints holistically and, where possible, engaging directly with customers to clarify concerns
• Making balanced decisions that considered the interests of the customer, the bank, and regulatory expectations (e.g., FOS guidelines)
• Calculating redress accurately and in accordance with policy and regulatory standards
• Conducting peer reviews to ensure consistency, fairness, and quality across team decisions
• This role sharpened my analytical thinking, regulatory awareness, and customer-first mindset—skills that continue to inform my work in program and data management roles.

Jun 2011 – Dec 2011 · 6 mos · Chester Business Park, England, United Kingdom

• Assisting in the implementation of a new department within the business, with the purpose of aligning with US reporting guidelines and banking requirements

Oct 2010 – Jun 2011 · 8 mos · Chester Business Park, England, United Kingdom

Feb 2008 – Oct 2010 · 2 yrs 8 mos · Chester Business Park, England, United Kingdom

• Producing short and long term Capacity Plans for Back Office functions and Monthly Incentive Calculations for over 200 associates

Feb 2007 – Feb 2008 · 1 yr · Chester Business Park, England, United Kingdom

• Underwriting Credit Card applications, adhering to government and business lending guidelines

Jan 2005 – Jan 2006 · 1 yr · Maisons-Laffitte, Île-de-France, France

• Site manager for a large holiday company responsible for up to 10 members of staff and 200 customers