Mark Pulleyn

Thames Water Utilities 04/03/2023 - 12/29/2023

Customer Transformation Analyst

• Conducted data analysis to inform project strategies, including optimising mailing processes to reduce costs. • Formulated recommendations based on customer feedback, reducing customer complaints by 10%. • Triggered contractor response to meter installation shortfall bringing project back on track for target.

Thames Water Utilities 01/04/2021 - 04/03/2023

RPA Developer, Process Automation

• Partnered with Senior Developer to implement Blue Prism automation. • Designed workflows for error reductions and time savings. • Improved data entry efficiency, enabling simultaneous form completions

Thames Water Utilities 05/04/2020 - 01/04/2021

Business & Process Analyst

• Support the automation of business processes, achieving significant process time reductions. • Developed comprehensive process maps and documentation to guide automation efforts. • Streamlined workflows by eliminating redundant steps and enhancing operational efficiency.

Thames Water Utilities 01/04/2016 - 05/04/2020

Subject Matter Expert

• Delivered expertise in business process adaptation, ensuring that project milestones were met. • Developed and executed user testing protocols. • Authored detailed documentation for business leads.

Thames Water Utilities 10/03/2011 - 01/04/2016

Sales & Billing Process Analyst

• Empowered contractors to buy into refined processes, contributing to 24K new water connections. • Developed Excel data compilation format, reducing rejection jobs significantly by 20%. • Analysed high bill cancellations, identifying trends and recommending solutions