1. Curriculum Vitae
Paul Richardson
Tel: 07807 202211
Date of birth: 16/05/1983
1001 Skyline Plaza
Basingstoke
RG21 7AY
CAREER HISTORY
KnowledgePool (Part of the Capita Group) (December 2015-Present)
Insight and Performance Analyst
• The lead Analyst of the MI team, ensuring that all Monthly, contractual MI is issued in a timely
manner and to the highest standard of detail to meet the requirements of Clients.
• Project-lead for a new web-based MI Dashboard - Sisense. In charge of the implementation,
processes, MI Workshops (new and existing Clients), testing and documentation.
• First-hand contact with key Stakeholders for Clients, ensuring that MI is provided that is rele-
vant and valuable.
• Responsible for driving data integrity and implementing new process to ensure that all data is
accurate and consistent.
• Running the MI Team both within the UK and offshore, and making subsequent strategies to
mitigate ongoing challenges.
• First hand MI contact for all key Clients - including Lloyds, Aviva, RBS, EE and DLG.
• Responsible for all Management Information requirements for both internal colleagues and
external Clients.
• Working closely with the Leadership Team to continually improve the way in which the team
creates its’ MI and how it is distributed to Clients.
• Providing regular and ad-hoc MI to the Leadership Team and ensuring that it is supplement-
ing the running of the business as required.
Diligenta Ltd (May 2012-December 2015)
MI Analyst
• A member of the Planning & Reporting team, monitoring, forecasting and reporting on the
performance of over 200 people based at the Basingstoke location.
• Responsible for issuing daily, weekly and monthly Service Level Agreement reports.
• Providing in-depth analysis on work carried out by the Service Centre and implementing im-
provements to processes to maximise productivity across the business.
• In charge of monthly ‘Random Accuracy’ audits, covering all Service Level Agreements on
rotation - including writing up procedures, checking the accuracy of the work, and presenting
it comprehensively with in-depth detail.
• Creating and maintaining new reports and procedures in order to manage the business as
efficiently as possible.
• Part of the Disaster Recovery team responsible for testing off-site applications and ensuring
that the business can operate as required in the event of an unforeseen circumstance.
• Using initiative and creativity to resolve any Service Centre issues.
• Reacting to any shift amendments or requests for the Customer Careline.
BMW (May 2010-May 2012)
Group Car Scheme Administrator
• Part of a team looking after BMW company vehicles throughout the UK.
• Personally handling insurance claims and delegating tasks to the relevant departments and
outsourced companies, ensuring a smooth and efficient service for employees.
• Processing information for all drivers on the Group Car Scheme and providing reports for
various teams, ensuring that all information is correct and precise.
• Handling all orders for AlphaDrive, a scheme available to all BMW employees and their family
tree who wish to purchase a vehicle outright, from the initial quotation through to placing the
order and setting up on the required in-house systems.
• Setting up the finance reports required to charge each cost centre for every individual vehicle,
dealing with up to £2,000,000 worth of financing on any given day.

2. AA DriveTech (Feb 2010-May 2010)
Police Customer Care Advisor
• Taking incoming phone and email enquiries, supplying support, information and bookings for
Speed Awareness and Call Divert courses.
• Directly communicating with the Police and trainers to ensure efficient running of the cour-
ses.
• Processing Cheque and Credit Card payments, and providing financial information and sup-
port for delegates.
• Over-managing the booking process for delegates with disabilities, learning difficulties or
financial problems to make sure that the service provided is carried out to the specific needs
of the individuals.
RH Freight (Aug 2006-November 2008)
Freight Operator
• First point of contact for export and import bookings, assisting with any queries and calcula-
tions.
• Monitoring progress for specific clients, providing any necessary paperwork and reports re-
quired.
• Arranging individual consignments using the in-house software.
• Handling incoming client enquiries and liaising with operations and transport to provide de-
tailed information efficiently.
• General administration, including providing PODs and Certificates of Shipment to clients.
• Supply verbal or written quotations for individual consignments.
• Management of customs and hazardous documents, ensuring that all information is correct
and that they adhere to the strict legal requirements.
• Communicating with overseas offices in regards to deliveries and collection to make sure
operations run smoothly.
Centrica plc (May 2005-Aug 2006)
IT Asset Management Administrator
• Responsible for ensuring that daily tasks for IT Asset Management are run as efficiently as
possible, maximising the productivity of the team.
• Creating, initiating and operating the recycling process for software within Centrica.
• Accountable for the organisation of all annual renewal contracts for software maintenance,
and having a vital role in negotiations with vendors.
• An essential role within the purchasing process, providing a monthly cross-charge service to
finance, enabling them to charge the correct areas of the business.
• First point of contact for all physical software and licence keys, recording the relevant details
for auditing, and delegating appropriately.
• Management of all licensing queries into the mailbox, either handing tasks to relevant mem-
bers of the team, or responding aptly.
ACR Logistics (November 2004-May 2005)
Administrator
• Member of an administrative team for a Multi-National company.
• Management of all internal documentation for warehouse operations.
• Using my own initiative and enthusiasm to create and implement new ideas to maximise
efficiency for the day to day running of the company.
• Identifying problems, and delegating relevant tasks to individual employees to resolve them.
• Running payroll for over 100 employees, handling any queries.
Hammer plc (May 2004-November 2004)
Account Manager
• Providing IT products for various business and consumers throughout the UK and Europe.
• Responsible for searching for business opportunities with companies in the UK and setting
up accounts by obtaining their relevant details.
• Responding to clients’ needs and problems and providing IT solutions to optimise business
performance.
• Personally handling Orders and returns from customers.

3. British Gas (September 2002-January 2003)
Customer Sales Executive
• A member of a multi-national call-centre, specialising in large corporate accounts.
• First hand contact with our business partner Transco, developing a good relationship to in-
crease efficiency for our customers.
• Responsible for setting up accounts for new customers.
• Contacting other departments within the company to resolve any queries with accounts.
• Ensuring that all targets are achieved as an individual and a team.
• Dealing with customer complaints and resolving with a sympathetic approach.
Ty Mawr Hotel and Restaurant (June 2001-May 2004)
Hotel and Restaurant Manager
• My responsibilities included the day to day running of the hotel. A large aspect of this was
responding to e-mails that were sent regarding any queries, and marketing the hotel to at-
tract new trade.
• Handling all hotel bookings, ordering and purchasing supplies and the organisation of the
staff rota and salaries.
QUALIFICATIONS
Queen Mary’s College, Basingstoke (1999-2001)
Achieved A-level in Art
Harriet Costello Secondary School, Basingstoke (1994-1999)
Achieved 8 GCSE’s in Grade C and above
ADDITIONAL SKILLS
Proficient in the use of the following applications and programs:
• All Microsoft Office Applications
• Sisense
• Jaspersoft
• Business Objects
• Lotus Notes
• Cisco
• SQL / TOAD
• Lamda
• Adobe Photoshop