Since completing the data analyst apprenticeship with the Home Office, I wanted to apply the skills I’ve learnt from the apprenticeship to other civil service departments. Therefore, I was searching on to apply from an EO to HEO grade to take on more challenging analytical projects. I found this vacancy advertised and I was deeply interested in the vast amount of building costs data involved. The overall main objective of this role was to analyse cost movement data regularly to identify risks and opportunities for delivering improvements in value for money. As a cost data analyst, I proactively engaged with the ONS, Barbour ABI, Glenigan, BCIS, BEIS and suppliers to collect data and analyse for the quarterly and monthly market reports. To conduct the analysis for the reports (which my results will be used for other external teams in the division), I used Power BI to construct my dashboard and used R to further analyse any hidden trends in the data. I also became efficient in API programming and SQL when it came to extract my data ready to be cleansed for analysis. Prior to any data analysis projects, I gathered my stakeholder’s requirements of the results and followed Quality Assurance guidelines to ensure if my results are correct and does align well with what is going on with the overall market. I presented my results back to senior officials via Teams meeting and a PowerPoint presentation, simultaneously answering questions they may have regarding the results of my analysis. Other responsibilities I had to deal with as a cost data analyst was reviewing and implementing changes to the departments benchmarking typologies to provide more accurate insights into costs. Furthermore, I had to also develop a price elasticity model to assess the impact of market conditions on price and I have also assisted in developing a new inflation model to smooth out the peaks and troughs inherent with such other models.

Home Office | Jun 2021 - Dec 2021

Data Analyst Apprentice

I was requested to transition to this team as my current team (problem management team) were unable to cover my remaining apprenticeship criteria. Since I’ve moved over to the CPAU, I’ve carried out complex analysis when working with Crime Data. These tasks can sometimes consist of analysing a huge set of crime recorded in which parts of the UK, analysing the increases in the crime types involved etc. One complex project I’ve carried out is creating a Police Demand Model to assess which certain areas in the UK should receive more funding to ensure policing remains sufficient and crime rates remain low in the area.

Home Office | Mar 2020 - Jun 2021

Data Analyst Apprentice

In this work experience, I have been completing a Level 4 apprenticeship in Data Analytics in civil service. The team I was placed at the start of my apprenticeship was the problem management team. In this team, my main daily tasks were to analyse the number of incidents logged in weekly by staff and colleague. With the incidents logged in, this is relating to colleagues who have technical issues and needed support from the tech team. These type of issues would entail colleagues unable to connect to their shared network run by the Home Office, issues with laptops and whether they are in a state of repair etc. These incidents were increasing rapidly due to the fact that this was the start of the first COVID-19 lockdown and regulations were put in place so colleagues are able to work at home. Thus in turn, this has costed the Home Office a large budget to help supply colleagues with the relevant equipment needed to perform their daily tasks efficiently. With the problem management team, my main objective was to identify all the common recurring issues colleagues were experiencing with their equipment and define the level of impact these type of issues increasing would have. By performing this task, I will be able to help the tech team to save the amount budget required to resolve these issues at ease. Firstly I would extract the week’s worth of incidents logged in Microsoft Excel spreadsheet and use the pivot table function to create graphs showing trends and this is based on Business Intelligence. To perform the Data Science concepts, I used R Studio and used R for the ARIMA model. This is to determine what the future trends for the number of incidents may look like in the next week as well as the next month. To determine what the recurring issues, I import the file onto SAS to perform PROC SQL to extract the type of incidents logged and how many they were, using the ‘WHERE’ condition in my ‘SELECT’ statements. After obtaining all the relevant analysis produced, I collate the graphs and results onto a PowerPoint presentation, which is used for the meetings I carried out for the team. From the meetings, this is to update my team on the weekly stats and explain what each part of my results mean and how we can resolve the recurring issues happening this week. I also answer any questions about the incident type to clear any misconceptions. After the meeting, the team and I are able to discuss a variety of solutions together for the incidents and relay this over to the tech team to review. By performing the discussed actions above, I am able to ensure the problem management team save budget for the tech team to successfully resolve the issues.

Lloyds Bank | Dec 2018 - Feb 2020

Customer Service Assistant

I have been welcoming and engaging with customers, leaving them a great, positive experience at the Lloyds Bank Plc Branch. I have been greeting customers at the welcome desk, serving them at the counter and I have been delivering the best service towards the customers, meeting their needs and expectations. I have been answering customers queries, processing their transactions and been making recommendations on their financial products and services, whether it is mortgages, loans, online banking services, etc. I usually did this via iPads. I have also gained the knowledge of how to process cheques, help clear out business’s blue bags and ensuring I review over any mistakes or fraudulent transactions. Before I helped the customer with their queries, I identified using different security techniques such as CHIP + PIN, Signatures, Passports etc. With all of this knowledge and expertise, I have been attending training courses and sessions at a learning academy at Hazel Grove and it was really helpful, plus I have received a massive amount of support from my colleagues, who have worked at the Branch for approximately 30 years, which really amazed me as an individual. By attending the training courses has enabled me to develop an in-depth knowledge of their products and processes and it has provided me the communication and people skills that I will need to deliver the high standard of service towards their customers. At the same time, I have been meeting overall performance targets, which is a huge achievement. Also, I have been carrying out regular 1 to 1s with my line manager, receiving constructive feedback from him. Constructive feedback really helps me, as I will be able to see what my strengths and weaknesses are, and with my weaknesses, I could use them as an improvement, e.g. an improvement, could be of how I could address a customer’s complex query, etc.

Sky | Feb 2017 - Sep 2018

Customer Service Apprentice

I worked as a customer service apprentice at Sky. I am currently a Save Advisor in the Retentions department. My main duties were to help retain customers loyalty to Sky and ensure that the customers don’t have to resort with cancelling their subscription with Sky and switch to other competitors such as BT, Virgin Media, Talk Talk etc. I always manage their Sky accounts via STAN programme and ID+V the customer before accessing the account. At the beginning of my course, I was dealing with live chat at first and deal with two customers via dual chat. Now I am currently working with the Sky Messenger Service via Live Engage programme and constantly multi task dealing with over 20 conversations. Reasons customers were contacting Sky mainly due to cancelling their subscription due to either costs, technical issues with their Sky+HD and Sky Q boxes or purely cos of poor customer service experience. At the start of my conversations, I always apologise to my customers about their current situations and promise them that I will try to help make circumstances for them better. How I resolve queries such as these is offer to apply discounts to their current Sky bills, discuss their current minimum term with their services and help discuss their options further. With the most difficult of queries, using my initiative, I always get in touch with a CEL to apply free service visits to the accounts, apply credit to clear outstanding balance to help ease the customer’s situation. Customers have always been satisfied with the resolutions that I give them and always leave brilliant comments of their experience with me as an advisor via NPS and CSAT surveys. Overall I am always able to achieve my targets, hitting the high Save rate and ensuring that all of my customers leave the conversation, happy with the resolutions set in place to their Sky accounts.

My Education

Take a look at my formal education

BCS Hons in Data ScienceNorth Eastern London University | 2026

Level 4 in Data AnalysisEstio | 2021

Access to HE Diploma in EngineeringManchester College | 2019

NVQ Level 2 in Customer ServiceSky | 2018

GCSE in Maths, English, Core & Additional ScienceHathershaw College | 2015

About Me

Hi all, I have worked in the data analyst field for 3 years and I have enjoyed every single aspect of the field. So far, I'm skilled in using R, SQL and Excel to extract and clean my data. I'm also an expert in Power BI, creating bespoke visuals.

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