Catherine Bullen
Kirkham,Lancashire
Summary
Organised and dependable with over 30 years of experience in various government departments. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Proficient in influencing stakeholders and managing relationships, with a strong focus on requirement gathering. Demonstrates resilience in high-pressure environments and has a proven track record in project management and process improvement. Skilled in data analysis and effective communication, both written and verbal. Expertise in Microsoft Visio and the Microsoft Office Suite.
Overview
33
33
years of professional experience
16
16
years of post-secondary education
1
1
Certification
Work history
Business Analyst
Department For Work & Pensions
Blackpool, Lancashire
09.2012 - Current
- Streamlined business operations by analysing and implementing process improvements.
- Managed multiple stakeholders, ensuring clear communication throughout projects' lifespan.
- Ensured accurate documentation of all business requirements, aiding seamless project flow.
- Identified potential risks with thorough business impact analyses.
- Meticulous data analysis to understand customer issues.
- Simplified complex data into understandable presentations, facilitating better communication amongst teams.
- Collaborated with IT team to design efficient software solutions, improving workflow significantly.
- Produced detailed reports to aid in key decision-making processes.
- Helped improve customer satisfaction and achieve measurable results.
- Facilitated smooth project execution by developing comprehensive project plans.
- Developed learning materials and guidance for a range of users.
- Communicated with staff at all organisational levels to assess current systems.
- Observed systems and staff operations throughout organisation, compiling current and accurate information.
Project support officer
Department For Work & Pensions
Blackpool, Lancashire
06.2010 - 09.2012
- Developed detailed project plans to support project leads in successful completion of projects within deadlines.
- Ensured data accuracy with meticulous record keeping.
- Liaised with different departments for smoother execution of projects.
- Managed stakeholder communication for improved project relationships.
- Maintained updated project documentation to ensure traceability and accountability.
- Coordinated meeting schedules, resulting in better time management.
- Provided administrative support through meeting room preparation, taking accurate meeting minutes and action logs to maintain seamless project operations.
- Consistently maintained strict project timelines through regular planning meetings to ensure deadlines could be met.
- Acted as document controller for critical project documentation for Audit purposes
- Tracked and communicated project status, timelines and action items from project inception to delivery.
- Built relationships with stakeholders through outstanding client management skills.
- Facilitated problem-solving sessions leading to swift resolution of issues at hand.
Team leader - service delivery
Department For Work & Pensions
Blackpool, Lancashire
05.2009 - 05.2010
- Implemented changes in operational procedures for increased efficiency in service delivery.
- Managed resources effectively, ensuring optimal utilisation for service delivery tasks.
- Facilitated regular meetings to discuss targets, progress and address any issues promptly.
- Motivated team members towards achieving individual and collective targets by setting clear expectations.
- Fostered a culture of continuous improvement within the team through regular feedback sessions.
- Resolved conflicts within the team swiftly, promoting harmonious work environment.
- Enhanced client relationships by excellent communication and problem resolution skills.
- Monitored performance metrics to ensure adherence to set standards of service quality.
- Led service delivery team, ensuring efficient workflow and customer satisfaction.
- Utilised advanced technology tools to streamline processes and boost productivity levels.
- Liaised with stakeholders, fostering strong relationships and understanding business needs.
- Coordinated between various departments to facilitate smooth operations.
- Provided exceptional leadership during challenging situations, maintaining high morale among team members.
- Oversaw team of [Number] to plan and deliver activities that constantly met and exceeded customer SLAs.
- Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
Learning and Development Designer
Department For Work & Pensions
Blackpool
09.2006 - 07.2007
- Participated in client meetings directly, clarified design objectives.
- Streamlined design process, reduced project completion time.
- Developed user-friendly interfaces to enhance user experience.
- Delivered high-quality designs under tight deadlines, ensured client satisfaction.
- Worked closely with copywriters, ensured alignment of text and visual elements.
- Executed high quality designs using allocated resources and budget.
- Implemented client feedback to refine and enhance design concepts
- Compiled comprehensive style guides for maintaining brand consistency.
- Met client deadlines through excellent workload planning and prioritisation.
- Devised design solutions to meet client brief requests.
- Standardised style guides to achieve cohesive brand identity.
- Established templates and asset libraries to streamline processes and boost productivity.
Benefit Processor Adjudication Officer
Department For Work & Pensions
Blackpool, Lancashire
09.1992 - 07.2000
- Provided excellent customer service, leading to increased client satisfaction.
- Adapted swiftly to new technologies introduced into the workflow, enhancing adaptability.
- Managed high-volume workflows for improved operational performance.
- Achieved optimal results with thorough quality checks at every stage of processing.
- Followed strict regulatory guidelines, ensuring compliance in all tasks undertaken.
- Processed data quickly and accurately, maintaining strong attention to detail.
- Checked authenticity of documents, confirming signatures and other legal requirements.
- Handled documents and correspondence, conforming to strict confidentiality policies.
- Responded to internal and external queries promptly and accurately.
- Verified data to confirm accuracy and completeness.
- Kept up to date knowledge of company policies and procedures to confirm compliance.
- Upheld strict confidentiality and information protection standards for data.
- Handled sensitive information with discretion and professionalism.
- Collaborated with colleagues for effective teamwork.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Worked diligently under pressure whilst preserving high-quality output.
- Executed assigned duties responsibly thus meeting departmental expectations consistently.
- Kept abreast of new law enforcement techniques and methodology, maintaining strong knowledge of emerging industry advancements.
Education
GCSEs - Dental Assistant Course with GCSEs
Blackpool and Fylde College
Blackpool 09.1987 - 06.1998
GCSEs - Various
Cardinal Allen RC High School
Fleetwood 09.1982 - 06.1987
B unit - Environmental Science
Blackpool and The Fylde College
Blackpool 09.2005 - 06.2006
Skills
- Influencing others
- Relationship Management
- Requirement gathering
- Project management
- Microsoft Visio and LUCID
- Microsoft Office Suite
- Initiative taking
- Resilience under pressure
- Stakeholder mapping techniques
- Critical evaluation
- Team Leadership
- Product knowledge
- Project Management
- Process Mapping
- Data analysis
- Written and verbal communication
Certification
Prince 2 Practioner in Project Management
Timeline
Business Analyst
Department For Work & Pensions
09.2012 - Current
Project support officer
Department For Work & Pensions
06.2010 - 09.2012
Team leader - service delivery
Department For Work & Pensions
05.2009 - 05.2010
Learning and Development Designer
Department For Work & Pensions
09.2006 - 07.2007
B unit - Environmental Science
Blackpool and The Fylde College
09.2005 - 06.2006
Benefit Processor Adjudication Officer
Department For Work & Pensions
09.1992 - 07.2000
GCSEs - Dental Assistant Course with GCSEs
Blackpool and Fylde College
09.1987 - 06.1998
GCSEs - Various
Cardinal Allen RC High School
09.1982 - 06.1987