1. Holly Walker
26 Taurus Avenue, North Hykeham, Lincoln, LN6 9FJ
Mobile tel: 07775409533
Email: veggie_grasshopper@hotmail.co.uk
DOB: 25/02/1992
Career Objectives
A full-time permanent position in a fast paced, challenging role with scope for progression, alongside
personal and professional development.
Education
Qualifications obtained post GCSE:
Essential Knowledge of Key Stage Teaching - 6/08/2012
Business and Administration Level 2 - 23/10/2012
Understanding Learning Disabilities - 29/11/2012
Other:
Current DBS declaration.
13 GCSEs obtained at North Kesteven School, North Hykeham, Lincoln, Lincolnshire, LN6 9AG – 2003-2008:
• English Literature – A*
• English Language – A*
• Religious Studies (Buddhism) – A*
• Religious Studies (Judaism) – A*
• Philosophy and Ethics – A*
• History (The American West with Medicine) – A
• Biology – A
• Physics – A
• Chemistry – B
• Italian – B
• Award in Digital Applications Level 2 – B
• Digital Applications Unit 2 – B
• Mathematics - C
/

2. Employment History:
Reed Global, Lloyds Banking Group contract.
Role: Manager's Assistant; Global Anti-Money Laundering Project/ Ongoing Know Your Customer/
Business, Counter-Terrorist Financing, Fraud and Financial Crime Prevention.
February 2015 to June 2016
Scope: This role was created to fill a specialist staff shortage for ongoing Know Your Customer Global Anti-
Money Laundering reviews of business banking facilities held with Lloyds Banking Group.
Training courses completed:
• Information risk awareness.
• Anti-Bribery
• Anti-Money Laundering and counter-terrorist financing; Commercial banking advanced anti-money
laundering
• Group sanctions advanced training; Sanctions and prohibitions policies
• Business continuity management
• Lending principles and regulations in SME and commercial banking; FATCA
Primary responsibilities:
• Analysis and reporting of daily and weekly site level productivity figures to site, area and national
management. Analysis of MI. Creation of MI analytic tools. Delivering MI to management levels.
Innovating new ways of using MI as both case and target management.
• Finding and analysing new ways to improve “Right First Time” for case completion. Continuously
developing RFT at site level through rigorous QC processes prior to case submission.
• Complete oversight of all cases in site, management of WIP and reporting of all relevant secondary
level productivity figures.
• Ownership of case oversight, productivity management and analysis of site level data for
performance improvement.
• Teamwork. Critical to reaching targets and colleague morale – particularly by providing extra
support for more difficult or emotive cases.
• Case ownership from receipt through preparation and data gathering to customer contact,
investigation and completion.
• Analysis of financial data from customer banking history to audited accounts and lending proposals.
• Identification and investigation of financial activity consistent with fraud, financial crime,
corruption, money laundering and terrorist financing including tracing foreign payments, analysis of
bulk payments, financial analysis on all levels, investigating large cash transactions, working
through “high risk” reviews, investigation of Money Service Bureaus, etc,
• Reporting suspicions of fraud, financial crime, corruption, money laundering, sanctions breaches and
terrorist financing by completing suspicious activity reports and financial monitoring reports.
Leading to positive referrals to the National Crime Agency.
• Financial investigation of micro-enterprises, SME businesses, commercial enterprises, LLPs,
Partnerships, sole-trading businesses, trusts, charities, clubs and societies including investigation and
analysis of ownership structures, foreign ownership, directorship and business structure.
• Assuring all case work on site is carried out to FSA, FCA, Money Laundering Regulations 2007,
Terrorism Act 2000, Crime and Security Act 2001 and Fraud Act 2006 etc regulatory framework.

3. • Quality assurance checking and submission of all cases completed on site.
• Administration:
• Customer contact by telephone, email and letter.
• Complaint reporting and diffusion.
• Liaising with accountants and solicitors both domestically and overseas including those based in
Australia, Russia, China, Malaysia, Middle East, Europe, South Africa etc.
• Formulating regulatory compliant customer contact and information request letters and emails.
• Issuance of 60 day notice to close letters and closure of business accounts.
• Fully adept use of all Microsoft applications including word, excel and outlook.
• Adept use of commercial banking systems.
• Management of site and area level Excel trackers, data analysis and productivity compliance.
• Running anti-money laundering credit searches, certification of identity documents including foreign
documents.
• Creation and deliverance of site wide training. Delivering training to new colleagues over 2 day “on
the job” courses.
• Some site level management activities, deliverance of daily productivity briefing, preparing and
delivering presentations to local and area sites. Conducting and supporting twice weekly team
meetings.
• Providing support and cover for up to five sites simultaneously.
Manpower, EON contract. EON, Trinity House, 2 Burton Street, Nottingham NG1
4BX.
Role: Field Debt Recovery Customer Service Agent
January 2015 to February 2015.
Training and skills...
• Full call center and customer services training with practical application.
• Training and knowledge of debt and credit recovery with focus on vulnerability in the community.
• Education on the energy industry and energy efficiency training.
• Use of dialer, call software, databases and all Microsoft Office packages.
• Negotiation and complaint resolution in a regulated setting.
• Understanding and adherence to OFGEM regulations and controls.
• Ability to make decisions in a pressured environment.
Know How (DSGI) National Repair Centre, Newlink Business Park, Newark,
Nottinghamshire.
Role: KnowHow Technician Fault and Fix
May 2014 to Present
Training and skills...
• Customer contact and complaint resolution.

4. • Development of product knowledge and technical skills.
• Understanding of technical systems, myriad warehouse database, in-house customer databases and
purchasing databases. Also, strong Microsoft experience, working knowledge of Ubuntu and all
basic computing systems such as email.
• Effective first time diagnosis to limit repeat repair rate and improve customer satisfaction.
Know How (DSGI) National Repair Centre, Newlink Business Park, Newark,
Nottinghamshire.
Role: Inventory Planner/Analyst
August 2013 to September 2013
Training and skills...
Administrative:
• Understanding of order systems and stock tracking, as well as aged and back orders.
• Routine communication with a range of departments on site as well as CSCs and suppliers.
• Processing of bulk orders.
• Creating, filling and backfilling kit lists, as well as identifying and sourcing parts.
• Creating reports for senior management.
• Monitoring of stock levels.
• Aiding other colleagues and customers in any way I could.
Know How (DSGI) National Repair Centre, Newlink Business Park, Newark,
Nottinghamshire.
Role: Level 1 Tablet Engineer
June 2013 to July 2013
Training and skills...
Technical:
• Tablet repair and protect. Trained to repair customer tablets which have been physically damaged or
faulty with electrical issues.
• Ability to diagnose software faults and update the software accordingly.
• Effective first time diagnosis.
• Application of product knowledge to replace relevant spares.
Administrative:
• Customer contact.
• Complaint resolution.
• Identification of in warrantee products using purchasing databases.
Know How (DSGI) National Repair Centre, Newlink Business Park, Newark,
Nottinghamshire.

5. Role: Trainee Laptop Engineer (Know How contract), Level 1 Laptop Engineer (October 2012)
August 2011 to June 2013.
Training and skills...
Technical:
• Laptop repair and protect. Trained to repair customer and business laptops suffering from a range of
faults from physical damage to mechanical and electrical faults. As well as updating for software
issues.
• Experience of working on in warranty products, out of warrantee products and products under the
KnowHow added value service Fault&Fix.
• Identifying software issues; including cause of BSOD, recovering units and sourcing drivers and
BIOS updates.
• Identifying mechanical and electrical faults, replacing relevant parts. Application of product
knowledge.
• Effective first time diagnosis to limit repeat rates.
• Completion of training courses on electrical awareness, anti-static awareness and emergency
situation compliance.
• Administrative:
• Use of Myriad warehouse database software and experience of tracking reference numbers. Other
admin tasks such as contacting customers and reporting to senior management.
• Use of Garage, Ultima and other databases to identify and track warranty agreements, as well as
purchase and repair history.
• Training and experience as a member of the Coverplan Referrals team. Tasks include: quarantine of
units contaminated with biologically and chemically hazardous substances as well as units
contaminated by insect infestation, understanding and implementation of COSHH and HAZMAT
procedures, completion of insurance documentation, contacting customers, liaising with interior and
exterior departments including insurers and police/fire investigation and completion of claims
investigation referral reports.
• Complaint resolution.
• Team building and importance of own initiative in day to day tasks.
• Experience of warehousing such as collection of spares, usage and understanding of warehouse
software.
• Understanding of quality assurance procedures and administrative processes.
• Working as part of an engineering team to achieve deadlines and targets.
• Full understanding and usage of all Microsoft Office Packages.
Know How (DSGI) National Repair Centre, Newlink Business Park, Newark,
Nottinghamshire.
Role: Parts Harvester (Adecco Agency Contract)
April 2011 to August 2011
Training and skills:
• Identification of laptop parts and understanding of harvest-able parts.
• Usage of Myriad warehouse software and Microsoft Excel to record harvesting of parts. Usage of
warehouse systems to track and locate hardrives.

6. • Working on own initiative and as part of a team to achieve deadlines and targets.
Hammonds Furniture, Claytons, Tritton house, Tritton Road, Lincoln, LN6 7BN.
01522 527352.
October 2010 to April 2011
Role: Store Demonstrator
Responsibilities:
• Use of approach tool to engage customers and the public.
• Research and training to understand company and products.
• Working on own initiative and as part of a sales team.
• Administrative duties including use of SQL database, daily usage of excel and all other Microsoft
applications, making of 1-31 calls and regular office duties.
• Customer service responsibilities such as rapport building, repeat telephone calls to maintain rapport
and problem and complaint resolution.
• Reporting of figures to senior management and data input.
Voluntary Roles
Assistant Cubs Leader and Beavers Assistant, Lincoln Greenland’s Scouts.
Responsibilities:
• Understanding of and adherence to child safeguarding procedures.
• Supporting children with activities.
• Planning and carrying out activities.
• Events organisation and planning.
• Fundraising organisation and planning.
Voluntary Experience
• School Work Experience at Lincolnshire County Council Archaeology Department resulting in
experience with the Portable Antiquities Scheme and publicly accessible Sites and Monuments
Database.
• Involvement with SSAT (Specialist Schools and Academies Trust) during my education. Student
Secretary for East Midlands Student Voice Hub which included duties such as minute taking and
group organization. Attended Student Voice conference in London Docklands as East Midlands
representative.
• Experience in fundraising roles including organisation and management of fundraising roles and
responsibilities throughout my education.
Skills:
• Computer literate including Microsoft Office, IT systems such as email and word processing,
databases (including SQL) and data input. Also, warehousing, purchasing and warranty databases.
• Laptop engineering – repairing laptops with mechanical and electrical faults, repairing physically

7. damaged plastics and updating for software issues.
• Tablet engineering – repairing tablets with physical damage or electrical faults, identifying faults,
product knowledge.
• Very good organizational skills both on a personal and inter-personal level, very good team player.
• Easily adaptable to any situation, enjoy problem solving.
References
Available upon request.