Rachael Thomas
Reading
Summary
Results-driven professional specialising in performance and change management, alongside strategic business planning. Experienced in workflow migrations and project management, with a focus on training facilitation and development. Expert in managing multilingual support teams and delivering technical support, enhancing organisational efficiency to meet strategic objectives.
Overview
15
15
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Fixed Income Data Support Team Leader
Bloomberg LLP
2023.03 - Current
- Lead a team of 12 data analysts delivering Platinum-level customer support to Bloomberg clients.
- Strategic management of large-scale department restructuring to align group to other support departments at Bloomberg
- Global training lead, including design, standardisation and delivery of core and specialist training
- Global project lead for Fixed Income Data Support workflow migrations to a centralised ADSK model.
- Introduction and rollout of KPIs and OKRs with associated QLIK dashboards for progress monitoring and Business Intelligence
- Handled escalations from Analytics and Sales
- Current Role (March 2023- Present)
Technical Support Team Leader
Bloomberg LLP
2019.09 - 2023.03
- Managed Team of 12 technical support specialists
- EMEA SME Team Lead, driving the initiative to further collaborate and absorb new workflows and Engineering buckets, alongside improving training resources and upskilling for generalists
- Responsibility for project management of complex workflow migrations from internal departments, successfully integrating these workflows into the support departments
- Worked to improve team efficiency by partnering with Product and Engineering groups to launch a set of self-service tools which allow clients to monitor all SFTP/FIX and Network connectivity, alongside password and allow-list management.
Customer Support Team Leader
Bloomberg LLP
2018.07 - 2019.09
- Managing a team of 15 Support Specialists providing 1st line support to Bloomberg Clients across Phone, Instant chat and email
- Coaching young professionals taking their first steps into the workforce out of university
- Experience with handling sensitive and complex personnel cases, including performance management, disciplinaries and dismissal cases
- Regional responsibility for Business Continuity Planning (BCP)
- Back-up Regional Manager
Bloomberg Vault Team Leader
Bloomberg LLP
2018.01 - 2018.07
- Managed small team of 5 Compliance professionals providing support to users of the Bloomberg Vault compliance product
- Oversaw Contracts and Quality handling of all cases within EMEA
- Worked globally with counterparts in NY, Tokyo and Frankfurt to ensure alignment across support and operational objectives
Client Success Manager
Dynamic Planner
2015.01 - 2017.12
- Responsible for 7 in-house support staff alongside 5 account managers who were remote/on the road based
- Development of large-scale onboarding plans, which included training collateral, WebEx and in person training for circa 800 financial advisers, as well as regional roadshow support
- Mentoring and training other members of the Client Success team, including, but not limited to, aiding in the creation of personal development plans
- Management of the internal CRM (salesforce) system; allocating cases, extracting MI and tracking leads
- Launched a new hybrid/robo-advise product which involved risk analysis, departmental training, and development of BAU processes.
Client Success Associate
Dynamic Planner
2014.03 - 2014.12
- Provision of front line support to Dynamic Planner clients
- Account management of South East region
- Responsible for the delivery of training, onboarding of new clients and scoping out potential to up-sell on appropriate add-ons
Recruitment Consultant
Avanti Recruitment
2013.07 - 2014.03
- Recruitment Consultant responsible for placing IT professionals into .NET/Ruby/ENG contracts
1st Line IT Support
The University of Reading
2011.10 - 2013.06
- Provided 1st Line IT support to students and staff at Reading University, ensuring timely resolution of technical issues
- Assisted with administrative operations and delivered on-site IT support in student centre, enhancing user experience
- I worked in this role for the duration of my Undergraduate Studies
Education
BA - Archaeology & Classical Studies
The University of Reading
Reading 2010.01 - 2013.01
A levels - Business Studies A, Art B, English Language and Literature B, Welsh Bac A
Lewis Girls
Caerphilly, Caerphilly County Borough 2003.01 - 2010.01
Skills
- Data analysis
- Technical Support
- Project management
- Change Management
- Performance Management
- Team management
- Training facilitation
- Strategic business planning
Certification
- EMEA Lead for Women Technology Program (Support & Operations)
- EMEA Lead for the Connector Program, an initiative to help New Hire's integrate to the company and retain talent within Support & Operations
- Part of the DE&I council for User Support
- RO1 Regulation and Ethics
- Entrance Scholarship to the University of Reading
- Silchester Field School, Archaeologist and Database administrator
- Archaeology assistant on digs in Jordan (Petra), Egypt, and Georgia
REFERENCES
Available on Request
Timeline
Fixed Income Data Support Team Leader
Bloomberg LLP
2023.03 - Current
Technical Support Team Leader
Bloomberg LLP
2019.09 - 2023.03
Customer Support Team Leader
Bloomberg LLP
2018.07 - 2019.09
Bloomberg Vault Team Leader
Bloomberg LLP
2018.01 - 2018.07
Client Success Manager
Dynamic Planner
2015.01 - 2017.12
Client Success Associate
Dynamic Planner
2014.03 - 2014.12
Recruitment Consultant
Avanti Recruitment
2013.07 - 2014.03
1st Line IT Support
The University of Reading
2011.10 - 2013.06
BA - Archaeology & Classical Studies
The University of Reading
2010.01 - 2013.01
A levels - Business Studies A, Art B, English Language and Literature B, Welsh Bac A
Lewis Girls
2003.01 - 2010.01