CHRIS BROGAN
Exeter
Summary
Accomplished IT professional specializing in strategic IT planning and project management. Demonstrated leadership and mentoring skills drive successful software upgrades and efficient workflow coordination. Proficient in business intelligence tools, database design, and information systems testing, ensuring robust IT infrastructure and quality assurance. Committed to enhancing information security principles and risk mitigation while delivering exceptional customer service.
Overview
32
32
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Technical Analyst
South West Water Outsourcing
04.2012 - 06.2026
- Currently seconded to the Specialist Recovery Team Lead from January 2013.
- Represent Source and liaise directly with Secor Consultants
- Manage a new phone line and all Internal DCA processes
- Produce daily inflows for all of Credit Management
- Manage 3 full time staff and train accordingly with all required collections and operation skills to manage complicated disputes
- Liaise directly with external companies regarding performance and solutions for any blockers to successful management of customers accounts
- Manage Top Debtor accounts dealing with South West Water and Source
- Key Achievements
- Contributed to CAIS project group and established myself and a 'subject matter expert' on the system requirements and legislation required
- Specialist Recovery Team set up
- Successful Implementation of Tallyman Upgrade
- Raised over 20 business improvement solutions for management consideration
- Created performance reporting for the Specialist Recovery Team and Debt Collection Agencies
Litigation and Enforcement Manager
Accenture
10.2010 - 04.2012
- Managed 12 staff
- Managed all high debtor accounts and all Litigation work for the Unit within the Team
- Responsible for all Written and Telephone correspondence into the area to managed to completion to required guidelines set by South West Water
- Train and maintain all processes relating to collections and the Tallyman system
- Key Achievements
- Improved a low performing team into a constantly high performing team. The team was constantly one of the top two performing teams in the unit. Praised by section lead for performance improvements made and maintained
- Designed and implemented 'Operational Excellence' for Litigation and Enforcement
- Introduced a productivity tracker for Litigation and Enforcement for areas of work not managed or reported by current systems
- Improved cash collection
Debt Recovery Officer/Litigation Officer
Echo
11.2006 - 10.2010
- Responsible for managing long term debtors accounts, ensuring performance targets are met for the team. Produce accurate documentation for Court regarding Court Claims issued on behalf of South West Water. Completing difficult case work for defended court claims. Write and produce documentation on behalf of the Pennon group company solicitor
- Represent South West Water at Court Hearings, ensuring that South West Water is shown to be acting fairly regarding judgements and claims.
- Review accounts for Litigation advising the best route for South West Water to recover long term debt.
- Key Achievements
- Involved in the implementation of the Tallyman System. I was requested to complete Training Documentation from pre-defined process maps and train this out to existing staff with in the Credit Management Team
- Completed testing on the new computer system 'Tallyman' highlighting improvements and changes where needed
- Created and updated training and quality control documents for the Litigation Team
Helpline Supervisor
Ofsted Early Years
01.2005 - 01.2006
- Supervise and support a Helpline of 14 staff, who effectively handled all communications for the three regional offices in the South of England regarding Ofsted Early Years and its functions.
- Quality Assurance and Business Change Officer 2003-2005
- Reviewed the four main business functions of the South East Regional Centre highlighting inconsistencies within working practices and suggested improvements where needed.
- Inspection Support Team Manager 2002-2003
- Successfully managed the transferral of all Childcare Providers from the Local Authority to Ofsted Early Years in the Oxfordshire and Buckinghamshire area.
- Key Achievements
- Merged the South Helpline from 3 regional offices, while maintaining a quality service to Ofsted's customers.
- Successfully deal with approximately 2,500 calls per week from Ofsted's customers ensuring the information supplied is correct.
- Producing statistical data for the South Helpline that is reported to all Regions.
- Deal with involved queries and upset customers and producing the correct information required while maintaining a calm and professional manner.
- Managed incoming E-mail's for the South Region, answering all questions within required timescales.
- Managed a voicemail system for the South Region ensuring all customers are called back within required deadlines.
- Reported on the four departments of the Ofsted South East Office and produced highly praised reports to the Divisional Manager highlighting inconsistencies against work practices. Suggested improvements which were adopted in line with Ofsted Policy, this included the Helpline, Complaints Investigation and Enforcement Team, Application Team, and the Inspection Support Team.
- Completed a Spot Check on the South East Regions Child Protection Team to ensure that sensitive information and communication procedures were complied with.
- Managed a business change system for the South East Region highlighting errors in standard documentation and works instructions, informing Head Office of errors and corrections.
- Held weekly briefing sessions with Regional Managers to ensure that communications from Head Office were understood and implemented.
- Held ‘Quality Forums' with Field and Office staff to ensure that communication and work practices not included in ‘Desk Instructions' were created and published as Internal Operating Procedures to all staff.
- Chosen to represent the South East Regional Business Change Meetings with representatives from all 9 regional offices to review current working practices and make improvements when required.
- Managed a system of answering complex queries from Ofsted staff which was not covered by Ofsted Policy, usually seeking advice from external organisations such as the Police and Social Services.
- Managed the transition of approximately 2,400 providers from the Local Authority to Ofsted Early Years. Ensuring they were inspected and provided with registration documents while giving a competent service to internal and external customers in this transitional stage.
Account Co-ordinator
Martins Print Group
01.1994 - 01.2001
- Responsible for handling and servicing business accounts for Blue Chip Companies. Working closely with clients to produce products of a high standard and reducing production costs where viable. Utilising the latest technology available to keep customers satisfied and creating new business opportunities.
- Key Achievements
- Coordinated work on the UK's first digital web machine to run 40gsm paper.
- Successfully introduced and managed the first 24hour turnaround from file to print.
- Managed the typesetting of medical journals, for several blue chip companies, to produce an Internet and Paper Product.
- Created works instructions for all departments to ensure jobs were completed correctly and on time to the customer's specification.
- Outsourced type setting and binding to external companies to ensure deadlines where met.
- Estimated on new digital print enquiries, maintaining flexibility within the cost centres to keep any quotes competitive.
Education
9 GCSE's -
Connaught School
Hampshire 01.1988 - 01.1993
Skills
- Leadership and mentoring
- Business intelligence tools
- Strategic IT planning
- Information security principles
- Information systems testing
- Database design proficiency
- IT infrastructure knowledge
- Risk mitigation planning
- Quality assurance techniques
- Software upgrades
- IT project management
- Workflow coordination
- Customer service
Certification
- Fundamentals of Management Skills – 2003
- Excel Level 3 – 2003
- Recruitment and Selection – 2004
- Excel VBA – 2003
- Word Level 3 – 2003
Timeline
Technical Analyst
South West Water Outsourcing
04.2012 - 06.2026
Litigation and Enforcement Manager
Accenture
10.2010 - 04.2012
Debt Recovery Officer/Litigation Officer
Echo
11.2006 - 10.2010
Helpline Supervisor
Ofsted Early Years
01.2005 - 01.2006
Account Co-ordinator
Martins Print Group
01.1994 - 01.2001
9 GCSE's -
Connaught School
01.1988 - 01.1993