Leander Portess
Business Analyst @Leeds Building Society
Signup · Get unlimited contacts
WORK HISTORY
Business Analyst @Leeds Building Society
Leeds, GB
EDUCATION
Leeds Metropolitan University
Bachelor's degree, Media and Cultural Studies, 2:1
ABOUT LEANDER PORTESS
I have experience in business analysis, customer journey design, process improvement and change management in a regulated environment (Financial Services and Energy Industry) About me - I enjoy a fast-paced work environment where people are encouraged to positively challenge the status quo in order to deliver improvements - I am able to translate complex customer / user / business needs into a language and format that is accessible to stakeholders of varying levels of involvement -(Just for fun!) I\'ve traveled to 32 countries and I\'m currently learning to speak Spanish Accomplishments - Successfully introduced contact NPS to British Gas\' Probate department, where the baseline score of +45 was increased to +48 in the first 6 months by responding quickly to customer feedback. This feedback is also being fed into the re-design of the end to end customer journey which is expected to deliver c£2m benefits- Increased efficiency by 32% in the outbound dialling strategy by introducing Aspect Dialler and new MI- Automated data cleanse activity for c150k customer records, saving on £k\'s FTE costs - Supported the successful migration to Win 7 for British Gas’s New Bridge House site, including saving £22k on the \'wash up\' process.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.