This document is a personal statement and CV for Mathew O'Donnell applying for a business analyst role. It summarizes his relevant work experience in financial services and data analysis roles at Capita and the Financial Ombudsman Service, as well as his education in psychology and statistics. His experience includes project management, data analysis, quality assurance, and subject matter expertise in PPI complaints handling. He is skilled in Excel, Visio, and VBA coding for automated reporting and emphasizes his strong communication and relationship building skills.

1. 39 Echo Central One, Leeds mathew.odonnell@hotmail.co.uk
LS9 8FG. 07985 281 247
MATHEW O’DONNELL
BSc (Hons)
Personal Statement
Experienced in Financial Services and skilled in time management, I am highly analytical and committed to the timely
delivery of my projects by actively managing my workload. I build rapport through open communication and attentive
listening, always delivering to my senior and local stakeholders within timescales, and to consistently high standards.
As a Business Analyst, with an academic knowledge of statistics, I am highly capable in data manipulation and
interpretation. Being impartial, thorough, and reliable, I quickly build my credibility with colleagues and earn the
confidence of my stakeholder’s by carefully gathering their requirements and generating analyses in the most
accessible and persuasive format.
Professional Experience
CAPITA AT LLOYDS BANKING GROUP JUNE 2013 – PRESENT
Leeds Westbank, Leeds
Business Analyst Jul 2014 - Present
In Capita's Change Management Team, I work to mitigate LBG PPI Remediation service’s exposure to risk.
Following changes to guidance and process, I use statistical analysis to aid business control functions and senior
management understand fluctuations in Key Performance Indicators (e.g. Quality and Productivity).
I have project managed timings exercises to baseline new processes’ Single Minute Values following change.
I have also implemented my extensive knowledge of MS Excel formulas, pivot tables, Macros and VBA code (Visual
Basic 6.5) to build highly automated Excel-based reporting and forecasting tool. My work has improved the Change
Management Team’s reporting capabilities by enabling more accurate and efficient data analyses for various
governance documents (e.g. ‘Risk, Actions, Issues and Decisions Logs’ and ‘Impact Assessments’).
To help me protect Capita's commercial interests, I actively maintain a wide network of good working relationships.
I achieve stakeholder buy-in to my recommendations by being warmly engaging and sensitively diplomatic.
My finely tuned soft skills perfectly compliment my MS Visio process mapping ability when making recommendations.
Workflow and Operational Quality Resource Analyst Dec 2013 – Jul 2014
Main Responsibilities
Quality Analysis
Familiar with existing data warehousing, I developed bespoke solutions to report on Senior Quality Checker’s quality.
Casework Allocation
I controlled the flow of casework by assigning cases based on availability and operational performance/ requirements.
Resource Planning
I planned and distributed available FTE resource to meet the differing needs of various workstreams.
Additional Value Added
Project : Knowledge Consolidation Question Bank
I developed ‘the KC’ to identify and test new-to-bank Complaint Handlers’ knowledge gaps.
Completion of ‘The KC’ signifies satisfaction of the FCA Compliant T+C Scheme’s ‘Route to Competency’.
The KC also has applications in Route Cause Analysis, the MI it yields highlights failings in guidance and training.
Project : Check the Checker Tracker
I streamlined quality assurance reporting by plugging into existing MS Access infrastructure and developing the
‘Check the Checker Tracker’ - the resource tracks performance against the contracted ‘Fair Customer Outcome’ SLA.

2. Subject Matter Expert (SME) Sep 2013 – Dec 2013
An accountable role, providing on-demand support during PPI Complaint Handler’s ‘Route to Competency’.
Main Responsibilities
Coaching and Training
I provided specialist knowledge (often driven by trend analysis) in 1-2-1 coaching and during group training.
I reduced business risk exposure by ensuring adherence to the FCA compliant Training and Competency Scheme.
Additional Value Added
Delegate Tranche Reporting
I enhanced the accessibility of high and low level MI (regarding the Academy’s progress) for the Operation Managers.
My quantitative and qualitative reports earned my secondment Workflow and Operational Quality Resource Analyst.
Senior Quality Checker (SQC) Jun 2013 – Sep 2013
Working to a daily target and subject peer review, I ensured fair outcomes were reached in PPI complaint
assessments by checking Complaint Handlers’ rationales and adherence to guidance/processes.
Main Responsibilities
Analytical Investigation
I checked for compliance and consistency in Complaint Handlers’ assessments before recording my findings centrally.
Constructive Coaching
I built rapport in 1-2-1 feedback sessions to coach Complaint Handlers and set remedial for them to complete.
Additional Value Added
I served my team as ‘Communications Champion’ by ensuring operational ‘Comms’ were swiftly delineated.
FINANCIAL OMBUDSMAN SERVICE JUL 2012 - JUN 2013
Canary Wharf, London
Adjudicator
Specifically concerned with the impartial mediation of alleged PPI mis-sale complaints - I communicated by phone,
letter and email to acknowledge and progress complaints before forming and issuing my robust assessments.
Main Responsibilities
Analytical Investigation
I maintained a broad knowledge of financial legislation, and the FSA Disp. Handbook, to diligently analyse case-files
and generate outcomes that were fair for both consumers and businesses.
Additional Value Added
Profile Development
To distinguish myself from my peers, I sought additional training before producing and delivering presentations to my
colleagues - this raised my profile and secured endorsement of my projects to divisional heads.
CPP JUL 2010 – JUL 2012
Holgate Park, York
Claims and Fraud Agent .
I administered insurance policies, handled inbound calls and processed claims in a fast-paced call centre.
Main Responsibilities
Administration - Collation and analysis of correspondence and verbal communications in line with the TCF ethos.
Target Driven - Targeted ‘Average Handling Time’, ‘After Call Work’ and ‘Cancellation turnarounds’.
B2B Communication – Liaising and sharing information with both external organisations and business partners.
Dynamic Support - Team efforts to improve service levels in accordance with floor requirements.
Additional Value Added
Trusted Colleague
I articulated feedback from other Agents at TCF roundtables to improve services, products and processes.

3. Education
YORK ST JOHN UNIVERSITY SEP 2006 - NOV 2009
Psychology BSc (hons) – Accredited by the British Psychological Society
I gained a scientific understanding of human behaviour including; social interaction and cognitive processes.
I built my understanding of personality types and behavioural motivation – invaluable in the professional arena.
In my statistics modules, I learnt to; manipulate variables, successfully gather large data sets and generate statistics,
with commentary, before implementing my clearly rationalised findings.
IT Proficiencies
MS Excel, MS Visio, MS PowerPoint, MS Access,
MS Outlook, MS VBA Code, SPSS, Totalview, Verint.
References
Readily available upon request