Sarah Rudd
Bury St Edmunds,Suffolk
Summary
Accomplished business analyst with expertise in requirements gathering, data analysis, and cost-benefit analysis. Demonstrates proficiency in stakeholder engagement and relationship management, ensuring customer satisfaction through effective communication. Skilled in agile methodologies, project scoping, and resource allocation, with a strong command of JIRA and Confluence. Adept at coordinating user acceptance testing and UAT processes to deliver successful project outcomes. Committed to leveraging analytical skills to drive business success and enhance operational efficiency.
Experienced in human resources management with focus on talent acquisition, employee relations, and organisational development. Drive improvements in workplace culture and productivity through strategic HR initiatives and effective team leadership. Skilled in conflict resolution, policy development, and fostering inclusive environments.
Knowledgeable about team leadership and operational management. Strong communication and problem-solving skills, with focus on fostering collaborative work environments. Ready to use and develop organisational, interpersonal, and decision-making skills.
Overview
6
6
years of professional experience
1
1
Certificate
Work history
Business Analyst
HMCTS
Bury St Edmunds, Suffolk
01.2024 - Current
- Managed multiple stakeholders, ensuring clear communication throughout projects' lifespan.
- Simplified complex data into understandable presentations, facilitating better communication amongst teams.
- Enhanced company performance through meticulous data analysis.
- Identified potential risks with thorough business impact analyses.
- Streamlined business operations by analysing and implementing process improvements.
- Produced detailed reports to aid in key decision-making processes.
- Led cross-functional teams towards successful project completion on schedule and within budget constraints.
- Collaborated with IT team to design efficient software solutions, improving workflow significantly.
- Created tailored solutions by understanding and translating customer requirements into functional specifications.
- Improved client relationships by addressing and managing their needs effectively.
- Communicated with staff at all organisational levels to assess current systems.
- Prepared proposals with revised methods, new strategies and redefined functions.
- Scrutinised existing and proposed methods and procedures.
- Observed systems and staff operations throughout organisation, compiling current and accurate information.
Interim ITSM Product Manager
HMCTS
Bury St Edmunds, Suffolk
06.2024 - 01.2025
- Fostered strong relationships with key stakeholders to secure buy-in for new initiatives.
- Developed new product strategies by researching market trends and analysing customer feedback.
- Drove efficiency improvements within manufacturing operations by introducing lean methodologies.
- Implemented data-driven decision-making processes across all stages of product development.
- Balanced competing priorities effectively in fast-paced environment whilst maintaining focus on strategic goals.
- Translated complex technical information into easily comprehensible language for non-technical stakeholders.
Senior service desk analyst
HMCTS
Bury St Edmunds, Suffolk
11.2021 - 01.2024
- Oversaw ticket handling process; improved average resolution times considerably.
- Resolved high-volume calls within stipulated time frames, maintained operational efficiency under pressure.
- Analysed trends in customer complaints, developed effective preventative strategies accordingly.
- Managed complex IT issues by utilising in-depth technical knowledge.
- Delivered high-quality customer service via prompt response and resolution of complaints.
- Acted as point of escalation, provided expert advice to junior staff members.
- Provided training sessions to junior analysts, ensured uniform understanding of procedures across team.
- Contributed significantly towards development of Helpdesk Knowledge base; facilitated swift problem solving for all team members.
- Utilised advanced troubleshooting techniques to promptly address client concerns and issues.
- Implemented ITIL best practices, improved service desk operations significantly.
- Reviewed job descriptions periodically, kept them abreast of current roles.
- Performed exit interviews, gaining useful insights to improve employee retention rates.
- Conducted workforce planning and benchmarking to meet company needs.
- Educated line managers on policy and process changes for implementation.
- Actively participated in recruitment drives, secured quality candidates swiftly.
- Guided line managers on performance management issues; maintained high level of productivity across organisation.
- Coordinated staff performance and productivity assessments.
Service desk analyst
HMCTS
Bury St Edmunds, Suffolk
03.2021 - 03.2021
- Managing over 20 customer calls per day
- Utilised diagnostic software for effective problem solving in a fast-paced environment.
- Updated existing documentation to improve accuracy of records and reports.
- Contributed significantly towards successful roll-out of new software applications across departments.
- Alleviated system malfunctions by implementing effective troubleshooting techniques.
- Investigated reported issues thoroughly before escalating them further up line.
- Assisted users with hardware setup, ensuring seamless work experience.
- Established positive working relationships through excellent communication skills.
- Maintained high-quality service standards through meticulous attention to detail in all tasks.
- Simplified complicated tech jargon into layman's terms for better comprehension amongst end-users.
- Coordinated with different teams to resolve complex IT issues effectively.
- Helped identify recurring faults and proposed long-term solutions for improvement.
- Collaborated closely with cross-functional teams in order to streamline processes and workflows.
- Worked proactively on critical incidents, minimising potential negative impacts on business operations.
- Tracked and logged all service desk tickets using specific software tools, improving response times.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
- Managed customer support cases from initial report through to resolution.
- Developed and updated knowledge base articles for issue resolution.
- Handled confrontational customers and applied appropriate de-escalation strategies.
- Prioritised and promptly responded to vast number of reported incidents and logs.
- Served as point of contact for user authentication and access-related issues.
- Kept accurate records of service requests and resolutions for issue tracking and analysis.
- Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
- Explained technical information to non-technical users with clear, verbal and written communication.
- Delivered new hire training and mentored established staff on processes and procedures.
Enforcement Team Leader
HMCTS
Bury St Edmunds, Suffolk
11.2019 - 03.2021
- Increased team cohesion by implementing regular feedback sessions.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Implemented new working methods which improved overall efficiency of the team operations.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Improved customer satisfaction through close collaboration with the team.
- Encouraged open communication, fostering a positive work culture.
- Delegated tasks to make best use of individuals' skills.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Upskilled team members by planning and delivering training workshops.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Interim Delivery Manager
HMCTS
Bury St Edmunds, Suffolk
11.2018 - 10.2019
- Fostered positive work environment leading to increased employee morale and productivity.
- Conducted regular team meetings to improve communication and coordination amongst staff members.
- Set schedules of work and monitored progress to achieve timely programme delivery.
- Educated teams on best practices to uplift speed and accuracy.
- Determined team priorities and implemented KPIs to achieve project goals.
- Handled sensitive information with utmost confidentiality and professionalism.
- Liaised with legal professionals for efficient case management.
- Assisted public with enquiries, ensuring prompt responses and customer satisfaction.
- Delivered electronic and hard copy files upon request by legal representatives and solicitors.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
- Delegated tasks effectively to maximise team potential and productivity.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
Skills
- Data analysis
- Agile methodologies
- JIRA and confluence proficiency
- Written and verbal communication
- Stakeholder relationship management
- Strategic decision-making
- ITIL framework
- Business improvement strategy
- Effective communication
- Employee relations management
- Performance evaluation
- Training development
- Product development
- Strategic planning
- Customer engagement
- Customer journey mapping
Certification
ITIL Foundation v4
Timeline
Interim ITSM Product Manager
HMCTS
06.2024 - 01.2025
Business Analyst
HMCTS
01.2024 - Current
Senior service desk analyst
HMCTS
11.2021 - 01.2024
Service desk analyst
HMCTS
03.2021 - 03.2021
Enforcement Team Leader
HMCTS
11.2019 - 03.2021
Interim Delivery Manager
HMCTS
11.2018 - 10.2019
References
References available upon request.
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