I am an aspiring Unity Developer with over 10 years hands-on experience with Unity & C#. I specialize in Gameplay and Editor Scripting, solely in C#.

Phoenix Group / Diligenta

Jan 2024 to Present

Position held: Heritage Customer Services Operative

• Dealing with Customer Enquiries regarding their Life & Pensions Inbound & Outbound.

• Analyzing vast amounts of data in a very short time and reaching the best customer outcome.

• Identifying common trends and presenting them via MS Excel with conditional formatting & VBA.

 

TSYS Managed Services (TMS) EMEA Ltd Full-Time Permanent from

May 2018 to Jan 2024

Position held:  Fraud Analyst I

 

Achievements

• Innovation: I created an automated typing system using the tools available like KeePass Password Manager that increased productivity significantly as confirmed by my peers especially when doing repetitive tasks.

• Adaptability: During my collections days, I achieved a 0% error rate for 7 consecutive months in spite of very high work volumes of around 400 accounts per month that included very high-risk cases such as insolvencies, death certificates and Sections 78. The key thing here was using my IT and problem-solving skills to identify the root cause and adapt to it.

• Leadership: Upon the request of the then Operations Manager led a mini 3 months project on reducing the error rate of the entire department by collecting the common trends, I trained the agents on a workaround that led to the error rate of most agents dropping from 75% to less than 20% within 3 months with 20% being the acceptable result and eventually, the error rate dropped to 15% or below by the end of the 3 months tenure of the mini project.

 

 

Responsibilities

• Compliance & Regulations: Performed duties at the highest standard and always adhered to the procedures.

• High Attention to Detail: Investigated credit card and debit card transactions and differentiated them between Disputes & Fraud at a very high accuracy as per the confirmation of the MI reports.

• Credit & Debit Cards: Discussed the transactions with the customers through inbound and outbound calls in a call centre environment to identify the trends and updated the MI reports.

• Coaching & Communication Skills: Coached junior colleagues on various procedures through very concise and clear communication channels.

• Innovative Approach: Created automated tools to automate work and increased the productivity of colleagues.

• Planning & Organizational Skills: I have skillfully used all the available tools hardware and software to organize my work precisely based on priority and executed all of them in a timely manner adhering to the SLAs.

• Continuous Learning: Keeping up-to-date with the latest trends and procedures. Actively seeking opportunities for professional development and expanding technical knowledge.

 

 

Bristol Laboratory Full-Time from Feb 2013 to Jan 2018

Position held: Accounts Specialist

 

Achievements

• Advanced IT: I identified a problem in the operations, devised a solution and created an automated email tool using Outlook VBA that increased the productivity of the team significantly and was appreciated by colleagues at all levels including the director of operations.

• Negotiation: I had face-to-face meetings with different vendors and successfully negotiated prices to benefit both Bristol Labs and also the vendors.

• Audit: The auditors as confirmed by my peers, for the first time, praised the filing system a lot and this happened after I took the sole responsibility for the job.

 

Responsibilities

• Negotiating: Organized and attended meetings with clients face to face and negotiate the best prices for the raw materials.

• Invoicing: Generated invoices by analyzing the purchases made and the quality of the stock.

• Warehouse: Liaised with the warehouse staff and investigated lost deliveries.

• Innovative Approach: Identified a potential problem in operations and designed a solution and created an automated email tool in Outlook VBA to increase productivity.

• High Attention to Detail: Created more than 50 invoices a day at the highest accuracy.

• Advanced Knowledge: I gained a lot of knowledge in the warehouse environment and also became very proficient in negotiating.

• Continuous Learning: Keeping up-to-date with the latest trends and procedures. Actively seeking opportunities for professional development and expanding technical knowledge.

• Keeping Things Tidy: Took sole responsibility for the filing of data based on their categories and in alphabetical order.

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Meade Investments Full-Time from Mar 2009 to Jan 2013

Position held: Collections Specialist

 

Achievements

• Excellence: As confirmed by my Team Manager and supervisor at the time, no agent has ever done what I did at the time which was achieve 75% plus promise kept rate in the 1st week of my joining with the 2nd highest being under 40%.

 

Responsibilities

• Arrears: Made outbound calls through the dialler system and discussed with the customers the reasons for missed payments and set promises to pay and other payment plans based on their circumstances.

• Innovative Data Analysis: Collated data of customers based on the common trends and presented the data using Excel Spreadsheets and also created conditional formatting and automation code using VBA that dynamically changes the formatting of the report depending on the data so it is easy to understand what actions to take based on the situation.

• Vulnerable Customers: Effectively dealt with vulnerable customers and using the knowledge I gained, devised customized payment plans for them while still sticking to the procedures but making minor tweaks that suit their circumstances to the customers' ultimate satisfaction and yet treating them fairly.

​

 

McDonald's Part-Time to Full-Time from Mar 2007 to Feb 2009

Position held: Kitchen Supervisor

 

Achievements

• Growth: Within a year of joining the company as a line cook, I was promoted to Kitchen Supervisor through my sheer hard work and appreciation of my peers.

 

Responsibilities

• Quality Control: Expediting the quality of the burger patties before sending them to the pass.

• People Management: Worked with the line cooks to make sure they adhere to the standards and also managed them to work cohesively in the team and also manage their workloads.

• Sole Ownership: Took the initiative where possible to cook the burgers myself using my experience as a line cook when I first joined and also trained the junior line cooks to do the same.