Stacey Murphy
Permanently relocated to Edinburgh October 2024
Summary
Highly ambitious and collaborative individual, passionate about implementing effective, data-driven and innovative solutions to drive excellent customer experiences. Seeking for a challenging, yet rewarding role with great opportunity to make tangible and meaningful impact. Offering invaluable process improvement experience within operations, excellent stakeholder management skills, and a proven track record of achieving consistent, high quality results within a fast-paced environment.
Overview
10
10
years of professional experience
Work history
Process Improvement Manager
Capital One
Nottingham
02.2024 - Current
- Independently mapped and maintained customer journeys and operational processes using tools such as Visio, collaborating with cross-functional teams to understand end-to-end journeys, identifying gaps and opportunities to improve and supporting the implementation of successful changes and fixes.
- Positively influenced excellent customer outcomes and process improvements by facilitating engagements and workshops with stakeholders across the organisation to gain cross-functional insight, feedback and expertise, and positively influenced stakeholder viewpoints by proposing high quality, data and customer driven improvement recommendations.
- Meticulously implemented, monitored and tested operational process controls, documenting effectiveness, risks and swiftly addressing inefficiencies to ensure high quality customer outcomes.
- Developed and maintained strong relationships with internal stakeholders and external suppliers, effectively leading regular engagements and sharing clear, informative communications in order to drive a 'one team' spirit, resulting in greater alignment and awareness of customer journeys and operational processes.
Learning and Development Specialist
Capital One
Nottingham
11.2020 - 02.2024
- Developed strong customer journey and process understanding through leveraging operational expertise and resources, proactively identified process gaps, and implemented effective improvements resulting in high quality learner knowledge and performance outcomes.
- Collaborated with stakeholders to support business change initiatives, prioritising strong learner and customer experiences by proposing new approaches using process expertise, data insights, and internal and external customer feedback.
- Proactively proposed, developed and facilitated new training programmes and initiatives which significantly enhanced internal and external customer outcomes by integrating new, innovative technologies and learning methodologies driven by data and industry insights.
- Meticulously monitored effectiveness of training programmes and learner experiences, implementing continuous improvement techniques by analysing and integrating learner feedback, data insights and key metrics which significantly improved performance levels and departmental KPI's.
Data Compliance Administrator
Capital One
Nottingham
09.2017 - 11.2020
- Initiated and supported the implementation of improvements to customer journeys and internal processes by proactively engaging with stakeholders to escalate arising operational challenges, sharing recommendations and SME knowledge, resulting in swift, effective resolution and reduced business impact.
- Championed excellent customer outcomes through supporting stakeholders and team as Subject Matter Expert, trainer and coach by demonstrating and providing high quality, cross-skilled knowledge of operational workstreams, processes and internal systems.
- Positively influenced good customer outcomes by meticulously performing quality assessments on colleague work output, maintaining team's data and process compliance rate of 100%.
Event Coordinator, Student Placement
Voodoo Rooms
Edinburgh
08.2016 - 06.2017
- Understood clients needs and requirements, proposed recommendations and kept clients engaged throughout planning phase to event completion, which resulted in clients expectations being met and vision brought to fruition.
- Effectively anticipated, identified and addressed potential event issues by carrying out thorough risk assessments, and effectively implemented solutions which prevented issues escalating and disrupting operations, resulting in seamless event delivery and high quality customer outcomes.
- Proactively integrated client feedback and facilitated stakeholder engagements post-event to drive opportunities to improve which lead to continuous event success and high quality client outcomes.
Sales Assistant
New Look
Edinburgh
12.2014 - 08.2016
Education
Higher National Certificate (HNC) - Events Management
Edinburgh College
Scottish Higher Education Certification -
Dalkeith High School
Skills
- Customer Focused
- Strong Problem Solver
- Great Stakeholder Management
- Process Management (Visio proficient)
- Project Coordination
- High Attention to Detail
- Excellent Multi-tasker
- Computer Proficiency (Microsoft Office Software)
- Creative Thinker
- Strong Communication
- Effective Decision Maker
- Data Analysis Skills
- Fast Learning Ability
- Proactive Thinker
- Workload Prioritisation
- Independent Worker
- Consumer Duty Knowledge
- General Data Protection Regulations
- Excellent Collaborator
- Influential Leader
- Adaptable to Change
- Works Well Under Pressure
Affiliations
- Advocate for self development, trying new things and pushing themselves outside of their comfort zone.
- Passionate about supporting charities through participating in voluntary work, as well as planning and contributing in fundraising events. For example, successfully raised funds for the British Heart Foundation by completing a Marathon in 2023.
Timeline
Process Improvement Manager
Capital One
02.2024 - Current
Learning and Development Specialist
Capital One
11.2020 - 02.2024
Data Compliance Administrator
Capital One
09.2017 - 11.2020
Event Coordinator, Student Placement
Voodoo Rooms
08.2016 - 06.2017
Sales Assistant
New Look
12.2014 - 08.2016
Higher National Certificate (HNC) - Events Management
Edinburgh College
Scottish Higher Education Certification -
Dalkeith High School
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