Rachel Titley
Halifax
Summary
As a BI Data Analyst in the UK's financial sector, first at Provident Plc and more recently at StepChange Debt Charity, I have over eight years of experience in creating and maintaining reports, conducting data analysis and collaborating both internally and externally on data-driven projects. I am passionate about financial inclusion and sustainable development; as well as the charity's Pride Month planning group, I have been involved with the Environment and Social Governance working group and externally I supported my local community centre's development of an IT Suite. I enjoy working with data to facilitate efficient working practices and support a holistic approach to problem solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
BI Data Analyst
StepChange Debt Charity
Leeds
05.2019 - Current
- Upgraded manual, Excel-based reporting suite to Power BI using SQL and Power Query, removing manual errors and reducing processing time from two weeks per month to under 3 days.
- Supported regular KPI monitoring and projects within the charity by developing Power BI reports to provide up-to-date and accessible reporting.
- Collaborated with cross-functional teams around the UK to improve understanding of the UK's debt and financial landscape and champion data literacy.
- Facilitated efficient working practices to achieve the charity's goal of creating a debt-free society by embedding PRINCE2 Project Management principles in task management and making full use of remote work organisational tools, including ClickUp and Microsoft 365.
- Conducted in-depth data analysis and create data-driven reports for internal and external stakeholders, working closely with stakeholders to understand requirements and priorities and take a long-term and contextual view of statistics.
- Maintained documentation of all data sources, mappings, transformations, and calculations used in analytics projects.
- Developed ETL processes to move data between systems with accuracy and efficiency.
Quality Assurance BI Analyst
Provident Financial Group - Provident HC & Satsuma
Bradford
02.2017 - 03.2019
- Produced and maintained regular reports for internal and external stakeholders, providing insights into performance-related metrics to improve efficiency and performance within the customer service teams.
- Conducted data analysis to identify areas for improvement and led small-change projects to address issues.
- Played a key role in improving the processing of customer payment refusals, reducing manual work by 20%.
- Supported the merger of two contact centres by identifying team member capabilities and aligning performance expectations.
- Prepared training materials and procedural documentation to align with system changes.
Quality Assurance Officer
Provident Financial Group - Provident HC & Satsuma
Bradford
01.2016 - 02.2017
- Established Quality Assurance Systems in Verint and conducted regular QA checks and reporting.
- Identified process gaps, issues, and trends, and provided feedback to QA Management.
- Prepared for the introduction of GDPR by updating evaluation criteria and delivering training to team members.
- Collaborated with stakeholders to develop process and quality checks and resolve issues, including personal support of individuals and improvements to training procedures.
- Assessed the quality of complaint handling and support for potentially vulnerable customers, and put forward proposals for improved handling processes.
- Performed oversight checks on Team Leader scoring and attended calibration sessions.
- Adhered to regulatory requirements, including GDPR and FCA guidelines.
- Performed supplier visits as part of the supplier evaluation process.
- Reviewed documentation such as work instructions, test protocols, reports. to verify accuracy and completeness prior to release.
Education
Bachelor of Science - Geography and Environmental Science
The Open University
Milton Keynes06.2023
Bachelor of Arts - Business Management
York St. John University
York01.2012
Skills
- Dashboard creation
- Data Security
- Report Generation
- Advanced Excel
- Data Visualization
- Data Analysis
- BI tools expertise
Affiliations
- National Novel Writing Month - Municipal Liaison for the Yorkshire region since 2012.
Certification
- Graduate Associate member of the Institution of Environmental Sciences
- TQUK Level 2 Certificate in Lean Organisation Management Techniques, achieved June 2024
References
References available upon request.
Timeline
BI Data Analyst
StepChange Debt Charity
05.2019 - Current
Quality Assurance BI Analyst
Provident Financial Group - Provident HC & Satsuma
02.2017 - 03.2019
Quality Assurance Officer
Provident Financial Group - Provident HC & Satsuma
01.2016 - 02.2017
Bachelor of Science - Geography and Environmental Science
The Open University
Bachelor of Arts - Business Management
York St. John University
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