BETHANY MARIA SMITH
Summary
Analytical and results-driven Business Analyst with over three years’ experience within financial services at Barclays. Strong background in business process improvement, stakeholder engagement, regulatory compliance, and Agile delivery support. Recognised for structured problem-solving, attention to detail, and delivering operational efficiencies in fast-paced, regulated environments. Proactively supports workflow optimisation, cross-functional collaboration, and data-driven decision-making to enhance service delivery and business performance.
Overview
15
15
years of professional experience
Work History
Business Analyst
Barclays May 2022 - Present
05.2022 - Current
- Faced unclear requirements and tight deadlines, rewrote and streamlined documentation for the team, improved understanding, reduced rework and delivered project on time.
- Gather and analyse business requirements aligned to strategic objectives.
- Conduct process mapping and gap analysis to identify operational inefficiencies.
- Support Agile delivery teams with backlog refinement, sprint planning, and UAT.
- Translate stakeholder requirements into structured, traceable deliverables.
- Produce dashboards and senior reporting using Excel and Microsoft tools.
- Facilitate weekly cross-functional meetings with developers, testers, and senior stakeholders.
- Key Contributions:
- Improved workflow efficiency through structured analysis and redesign
- Enhanced reporting accuracy for senior decision-making
- Strengthened stakeholder communication across IT and Operations
Customer Relations Manager
Barclays
09.2017 - 05.2022
- Resolved customer complaints through structured follow-up, reinstating trust in the bank, restoring satisfaction, and retaining key accounts.
- Managed end-to-end complaints in line with FCA DISP regulations.
- Conducted root-cause analysis to reduce repeat complaints.
- Liaised with the Financial Ombudsman Service on escalated cases.
- Produced monthly trend analysis reports for senior leadership.
- Ensured full compliance with Enterprise-Wide Risk Management Framework.
- Impact: Improved complaint resolution processes and reduced recurring service issues through structured analysis and reporting.
Lifeguard / Fitness Instructor
Everyone Active
01.2016 - 09.2017
- Delivered personal training sessions, ensured pool safety compliance, and promoted physical wellbeing through structured training programmes.
Front Desk Coordinator
Everyone Active
05.2015 - 09.2017
- Managed high-volume reception operations, memberships, bookings, and financial transactions while maintaining professional customer service standards.
Customer Services Apprentice
Middlesbrough Council
05.2014 - 05.2015
- Supported administrative and customer-facing operations while developing strong communication and organisational skills.
Junior Stylist / Stylist
Deep Hairdressing
09.2010 - 09.2014
- Completed NVQ Level 2 & 3 qualifications while delivering professional hair services in a fast-paced salon environment.
Education
Level 3 NVQ Diploma - Personal Training
Lifetime Training
Level 2 NVQ Diploma - Instructing Exercise & Fitness
Lifetime Training
National Pool Lifeguard Qualification -
Lifetime Training
NVQ Level 2 - Diploma Customer Service Practitioner
Middlesbrough Community Learning
NVQ Level 2 & 3 - Diploma Hairdressing
BL Hairdressing College
ICT - Grade B
St Patrick’s Maths and Computing College
Additional ICT - Grade B
St Patrick’s Maths and Computing College
Skills
- Business Requirements Gathering & Analysis
- Stakeholder and Client Relationship Management
- Business Process Improvement
- Data Analysis & Reporting
- Customer Service & Complaint Resolution
- CRM systems & Administration Coordination
- Document & Record Management
- Problem-Solving & Conflict Resolution
- Communication & Interpersonal Skills
- Time Management & Operational Efficiency
Key Achievements
- Used data analysis to identify recurring service issues, contributing to solutions, and improved resource planning.
- Coordinated effectively between operational teams and customers to ensure timely communication and smooth service delivery
- Recognised for strong organisational skills, attention to detail, and ability to prioritise urgent works whilst maintaining service quality.
- Supported performance reporting through tracking KPI's, highlighting trends, and recommending service improvements
Timeline
Business Analyst
Barclays May 2022 - Present
05.2022 - Current
Customer Relations Manager
Barclays
09.2017 - 05.2022
Lifeguard / Fitness Instructor
Everyone Active
01.2016 - 09.2017
Front Desk Coordinator
Everyone Active
05.2015 - 09.2017
Customer Services Apprentice
Middlesbrough Council
05.2014 - 05.2015
Junior Stylist / Stylist
Deep Hairdressing
09.2010 - 09.2014
Level 3 NVQ Diploma - Personal Training
Lifetime Training
Level 2 NVQ Diploma - Instructing Exercise & Fitness
Lifetime Training
National Pool Lifeguard Qualification -
Lifetime Training
NVQ Level 2 - Diploma Customer Service Practitioner
Middlesbrough Community Learning
NVQ Level 2 & 3 - Diploma Hairdressing
BL Hairdressing College
ICT - Grade B
St Patrick’s Maths and Computing College
Additional ICT - Grade B
St Patrick’s Maths and Computing College