Silke Nodwell

Client Support Analyst @Altus Group

London, GB

At Altus Group, I’ve focused on improving support workflows through automation and data analysis. I identified a process bottleneck affecting around 500 support cases per month and proposed an automation solution projected to save over 50 hours monthly, with support from the EMEA and AMER teams. I mapped the process in BPMN, flagged GDPR risks, and built a demo UI and backend to convert file versions five times faster. I also analysed case documentation data and proposed changes to improve data quality, including restructuring the workflow to capture client entitlements earlier so key fields can be auto-filled. I built a classification model for case tagging with 83% accuracy and pitched a plan to deliver it as an API for Salesforce, which is currently awaiting stakeholder approval.Alongside this, I launched a buddy scheme between support and sales teams to improve collaboration and feedback flow. I continue to troubleshoot complex financial cashflow issues and work across teams to clarify requirements, align technical and business needs, and support ongoing process improvements.