Mark Pulleyn
About Me
Dynamic Data Analyst with extensive experience in analysis, reporting and process improvements, across Customer Services and Transformation, in the water industry.
Known for exceptional problem-solving skills, a keen eye for detail and a proven record in increasing customer satisfaction. Proficient in MS Office, with experience in CRM systems such as SAP and Salesforce. Eager to join an organisation that is innovative, encourages growth and truly values its customers.
Education
Bradon Forest School, Purton, Swindon
General Certificate Secondary Education
Passed exams in English Literature, English Language, Mathematics, General Science and Geography
Work & Experience
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
Portfolio
