Summary
Overview
Work history
Education
Skills
Affiliations
Certification
References
Volunteer Work
Quote
Timeline
BusinessAnalyst
Tara Lundy

Tara Lundy

Nottingham,Nottinghamshire

Summary

An outgoing and creative individual, who loves to work within a fast-paced environment and take on new challenges. A detail orientated and highly organised professional with a proven record of effectively and acutely managing customer and client relationships. A passion to continuously improve processes and ways of working to deliver the best possible customer outcome. Driven and always seeking to build skills and knowledge whilst ensuring corporate and customer excellence.

Overview

15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Principle Process Coordinator - Controls

Capital One
Nottingham
02.2023 - Current
  • Responsible for performing preventative and detective controls on a daily, weekly and monthly basis for business areas such as Risk, Customer Communications and Payments.
  • Managed and prioritised varied and busy workload to meet deadlines.
  • Monitored processes, identifying breakdowns and proposed recommendations for improvements.
  • Proactively updated and re-designed controls processes using Diagrams.net and Visio, and worked with the relevant stakeholders to implement these changes.
  • Identifying, raising and managing incidents in a timely manner, notifying and updating key stakeholders through appropriate channels.
  • Collaborating with cross-functional teams, managing incidents through to resolution.
  • Built and maintained strong relationships with key internal and external stakeholders.
  • Adapted to unforeseen challenges with proactive, flexible approach.

Senior Process Coordinator - Risk Ops Support

Capital One
Nottingham
08.2019 - 02.2023
  • Investigating write-off and settlement requests for customers facing financial difficulty due to extreme circumstances.
  • Using strong judgement and decision-making to determine solutions that balances both customer and business needs.
  • Managing team workload to ensure that daily, weekly and monthly tasks and reports are prioritised and completed.
  • Built strong working relationships with front-line agents.
  • Subject-Matter Expert (SME) - providing assistance and support where necessary.
  • Worked closely with process managers to implement waste removal, improve daily working efficiencies and assist phone agents in better conversations.

Career Pathways Internship - Agent Knowledge

Capital One
Nottingham
10.2021 - 01.2022
  • 12-week placement consulting on various projects and process updates.
  • Built project management and stakeholder management skills.
  • Updated and designed new helpfiles in Diagrams.net and Visio in line with Capital One branding and tone of voice.
  • Designed easy yet engaging content to better assist agents with processes and provide greater quality of service to customers.
  • Created and managed personal project using quality assurance and complaints data to identify failing processes.
  • Analysed trends through call listening and QA data.
  • Used focus sessions and questionnaires, to gain feedback from both UK and external vendor agents to seek best possible helpfile solutions.
  • Created proposals deck based on analysis, providing key change ideas, and recommendations list, which was presented to supplier managers.

Claims Coordinator - PPI

Capital One
Nottingham
02.2017 - 08.2019

Customer Support

Delicious Marketing
Nottingham
02.2015 - 12.2015

Event Organiser

Party Experts
Nottingham
05.2014 - 12.2014

Customer Service and Style Advisor

My-Wardrobe.com
Nottingham
07.2009 - 06.2013

Education

MA International Development -

Nottingham Trent University
10.2015 - 10.2016

Ba (Hons) International Fashion Business -

Nottingham Trent University
10.2008 - 06.2009

Foundation Degree in Fashion -

New College Nottingham
09.2006 - 06.2008

Skills

  • Event planning
  • Administrative support
  • Stakeholder management
  • Client relationship building
  • Project assistance
  • Deadline management
  • Client account management
  • Schedule management
  • Invoice processing
  • Training and coaching
  • Outstanding customer service
  • Communication skills
  • Microsoft Office
  • Google Workspace
  • Bespoke business systems

Affiliations

  • Hot yoga
  • Spin classes
  • Food and cooking
  • Live music events
  • Travelling the world
  • Fashion

Certification

  • Currently undertaking my 200hr yoga teacher training.

References

References available upon request.

Volunteer Work

  • Member of the Capital One Community Team, fundraising on behalf of various charities.
  • Was an original member of the Capital One Green Team, creating sustainable initiatives within the workplace.
  • Prior volunteer work with asylum seekers and refugees at the Nottingham Refugee Forum, providing advice, information and assistance on a wide range of issues.
  • Looked after cats as a pet foster carer, for the Nottingham Women's Refuge.

Quote

Throw your heart out in front of you, and run ahead to catch it.

Timeline

Principle Process Coordinator - Controls

Capital One
02.2023 - Current

Career Pathways Internship - Agent Knowledge

Capital One
10.2021 - 01.2022

Senior Process Coordinator - Risk Ops Support

Capital One
08.2019 - 02.2023

Claims Coordinator - PPI

Capital One
02.2017 - 08.2019

MA International Development -

Nottingham Trent University
10.2015 - 10.2016

Customer Support

Delicious Marketing
02.2015 - 12.2015

Event Organiser

Party Experts
05.2014 - 12.2014

Customer Service and Style Advisor

My-Wardrobe.com
07.2009 - 06.2013

Ba (Hons) International Fashion Business -

Nottingham Trent University
10.2008 - 06.2009

Foundation Degree in Fashion -

New College Nottingham
09.2006 - 06.2008

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Tara Lundy