Matt Ashman
Cardiff
Summary
Accomplished Data Analyst with expertise in data analysis, coaching, and training. Delivered impactful presentations that fostered collaboration with leadership and external partners while transforming complex datasets into actionable insights. Drove business growth through data visualisation and predictive analytics, identifying trends and patterns to inform strategic decision-making.
Overview
26
26
years of professional experience
8
8
years of post-secondary education
Work history
Data Analyst/Transformation Specialist
British Gas (Services) Limited
Cardiff/Nationwide
2021.07 - 2026.01
- Analysed patterns in large volumes of data, provided key insights.
- Provided data-driven solutions that enhanced business processes
- Improved data quality by implementing structured validation checks.
- Presented analytic findings clearly in team meetings, enabling informed decision-making within the organisation.
- Liaised with stakeholders across business to ensure project deadlines were met, resulting in consistent delivery across multiple projects
- Provided support and coaching to front line agents
- Collaborated cross-functionally to meet project deadlines, delivered consistent results.
- Created interactive dashboards using Power BI for easy data interpretation and presentation.
- Presented analytic findings in a clear manner during team meetings, fostered informed decision making within the organisation.
Complaints Specialist
British Gas (Energy & Services) Limited
Cardiff
2016.07 - 2021.07
- Addressed challenging complaints and achieved positive resolutions for customers and business
- Case managed multiple complaints on a daily basis
- Ensured both business and regulatory governance was adhered to
- Collaborated with internal departments and external ombudsman services to resolve issues
- Assured compliance with industry regulations whilst managing sensitive customer information.
- Attended regular training sessions to stay updated on latest product and service updates and policies.
- Mentored new team members to ensure consistency in complaint handling processes.
- Investigated complex issues, leading to satisfactory resolutions for both company and customers.
- Identified recurring complaints, prompting process improvement initiatives within the organisation.
- Promoted a positive brand image by providing empathetic assistance during complaint handling.
Correspondence Agent
British Gas (Energy) Limited
Cardiff
2010.02 - 2016.07
- Responded promptly to customer queries via email and letter, utilising business systems.
- Addressed a diverse range of subjects, including energy efficiency and billing complaints.
- Delivered feedback and coaching to front line agents, enhancing performance and service quality.
- Strengthened relationships with peers by participating actively in networking events within the real estate sector.
Contact centre agent
British Gas
Cardiff
2006.08 - 2010.02
- Handled day-to-day enquiries from customers as a front line call centre agent.
- Tested new products and services with team, aiding successful launch.
- Delivered training and floor walking support for new starters to ensure smooth integration.
- Assisted in team training sessions for performance improvement.
- Demonstrated empathy towards customers, promoted positive brand image.
Print production manager
SET Office Supplies Limited
Cardiff
1999.12 - 2006.08
- Streamlined print production process to improve efficiency.
- Implemented quality control standards in printing processes.
- Oversaw management of raw materials, reducing wastage.
- Prioritised tasks according to deadlines meeting all targets promptly.
- Liaised with higher management to ensure targets met
- Assisted sales teams in crafting quotations and design solutions for clients
- Managed print production schedules, ensuring timely deliveries.
- Liaised with suppliers to secure best materials.
- Maintained all printing equipment by regular servicing and repairs.
Education
GCSEs - English Language, English Literature, Geography, History, Maths, Drama
Sheldon School
Chippenham, Wiltshire 1982.09 - 1987.07
NVQ Level 3 - Reprographics
University of the West of England
Bristol, England 1989.09 - 1992.06
NVQ Level 2 - Counselling Studies (Level2)
Cardiff & Vale College
Cardiff 2018.09 - 2019.05
Skills
- Data analysis
- Coaching and training
- Advanced Excel skills
- Presentation design and delivery
- Collaboration with leadership and external partners
Affiliations
- Cycling
- Outdoors/Walking
- Reading
- Music, Jazz in particular and collecting vinyl records
- Current affairs
Accomplishments
During my long tenure at British Gas I have been recognised a number of times for my attention to detail, ability to both collaborate and self manage and not least for my focus on the customer. This has afforded me many opportunities and encouraged my professional development My most recent role as a Transformation Specialist has been both challenging and rewarding and has allowed me the freedom to prioritise my work and embrace new technologies as well as take the lead on a number of projects. A recent company wide reorganisation and consolidation of teams has now left my role redundant after very nearly 20 years
Timeline
Data Analyst/Transformation Specialist
British Gas (Services) Limited
2021.07 - 2026.01
NVQ Level 2 - Counselling Studies (Level2)
Cardiff & Vale College
2018.09 - 2019.05
Complaints Specialist
British Gas (Energy & Services) Limited
2016.07 - 2021.07
Correspondence Agent
British Gas (Energy) Limited
2010.02 - 2016.07
Contact centre agent
British Gas
2006.08 - 2010.02
Print production manager
SET Office Supplies Limited
1999.12 - 2006.08
NVQ Level 3 - Reprographics
University of the West of England
1989.09 - 1992.06
GCSEs - English Language, English Literature, Geography, History, Maths, Drama
Sheldon School
1982.09 - 1987.07