Skip to main content
Admin & Clerical Business Development/ Business Support Data Related Jobs Other Project/ Programme Manager Fixed Term

Heidi Stewart

Chester, CH2 3BY


Personal Profile

An enthusiastic and self-motivated IT professional with excellent communication, team working and analytical skills. Delivered numerous business and system improvements in a variety of roles. Successfully demonstrated investigative and problem-solving skills during a progressive career in telecommunications. Strong interpersonal skills and experience working collaboratively with multi-disciplinary teams. Proactive and results driven, strives for quality and excellent customer service. Quick to adapt to change and learn new skills. Enjoys sharing knowledge and using own initiative. Seeking new challenges.

Key Skills

  • Microsoft 365 suite
  • Process writing using MS Visio flowcharts
  • Technical writer of low level procedures
  • Project co-ordination and support
  • Operational process optimisation
  • Troubleshooting using diagnostic tools
  • SharePoint migration support
  • Testing and trialling products and systems
  • Collaboration with multi-disciplinary teams
  • Excellent verbal and written communication skills

Employment History

Grosvenor Estate, Chester       May 2019 - May 2021

Information Governance Administrator Fixed Term contract

  • Collaborated with over 30 teams across three rural estates to ensure that GDPR requirements were met
  • Supported migration of teams from shared drives to SharePoint, assisting with requirements gathering
  • Designed flowcharts using Microsoft Visio to simplify procedures across a variety of specialist teams
  • Identified a requirement for digital signatures and tested functionality of DocuSign before launch
  • Streamlined the supplier tendering process by introducing automation to save time and money

Virgin Money, Chester Nov 2018 - Feb 2019

Credit Operations Fraud Analyst Fixed Term contract

  • Evaluated Credit Card applications with fraud concerns and validated key information
  • Reviewed credit files and fraud alerts to build a customer profile and make an informed decision
  • Shared accurate and timely information with CIFAS to protect the genuine party and prevent fraud

Virgin Money, Chester Aug 2018 - Sept 2018

Credit Operations Support Analyst Temporary role

  • Responded to a range of Credit Card requests via internet secure message and navigated accounts
  • Identified customer requirements, managed expectations and resolved queries in a timely manner

Planned career break Nov 2017 - Aug 2018

Personal project to renovate my house in Chester 

Jane Lewis Health and Social Care, Chester Aug 2017 - Nov 2017 

Healthcare Recruitment Consultant

  • Screened Healthcare candidates by phone, conducted face to face interviews and inductions
  • Performed compliance checks and completed registration documentation, working to targets
  • Arranged online and in-house training and effectively co-ordinated candidate progression

Planned career break Nov 2016 - Aug 2017 Project to renovate and sell my Grandmother’s house to fund care home fees

University of Chester, Faculty of Health and Social Care, Chester Sept 2015 - Nov 2016

Student (Adult) Nurse

  • Practised person-centred care in a front line capacity in a hospital environment and in the community
  • Demonstrated multidisciplinary working alongside other healthcare professionals
  • Trained in hospital administration system Meditech

Planned career break following voluntary redundancy July 2014 - Sept 2015

Full-time carer for my Grandmother

British Telecommunications plc, BT Wholesale, Chester Aug 1999 - June 2014

Process Writer; Technical Writer; Project Co-ordinator

  • Produced process and procedural content using Microsoft Visio, PowerPoint, SharePoint and Word
  • Collaborated with SMEs and engaged stakeholders to document accurate information
  • Managed and prioritised own workload including resources, project plans, milestones and timescales

Customer Experience and Operations Analyst

  • Led a major project to improve customer service by developing tactical measures and cost-saving solutions
  • Analysed high fault volume data and identified major network issues resulting from a new product launch
  • Engaged stakeholders across Lines of Business to improve resolution time from 18 working days to 5 days
  • Tested and trialled new products and services, supporting development and automation of processes

Project Support Officer (Voluntary secondment)

  • Secured a role on the new 21CN network transformation programme 
  • Produced Customer Service requirements, attended workshops and contributed to design documentation
  • Liaised with stakeholders and suppliers as a Subject Matter Expert in BT Wholesale systems and processes

Special Faults Investigation

  • Analysed and resolved complex Broadband faults, taking end to end ownership of affected circuits
  • Proactive identification of high fault volume clusters such as network issues and Third Party interference
  • Liaised with specialist engineers, internal Suppliers, Third Party Suppliers and Service Providers
  • Collaborated with training teams to share knowledge and design new diagnostic processes for colleagues

Customer Broadband Support Technician; Team Leader

  • Front Office Fault reception and Diagnostics in accordance with agreed processes and timescales
  • Managed escalations and attended Service Review meetings in the role of ‘Customer Champion’
  • Coached team members to improve their skills and increase work quality via weekly quality checks
  • Negotiated a grade promotion with senior management on behalf of colleagues across three sites

Education and Qualifications

University of Chester 

Certificate of Higher Education in Health Care studies

Manchester Metropolitan University

BA (Hons) English studies degree (2:2)

The Whitby High School

A Levels: English Literature (B), Philosophy (C), History (D), Psychology (D), General Studies (D)

10 GCSEs grades A-C including English and Mathematics

IT User skills (ECDL Extra) (QCF) Level 2 Award June 2017

Additional Information

Trained in Manual Handling, First Aid and as a Fire Warden and Evacuation chair operator.

PADI certified Open Water scuba diver. RYA certificates in Dinghy sailing, Competent Crew and VHF radio. 

Enjoy hiking and competed in the Three Peaks fell walking competition for charity on five occasions.

Volunteered for the local Food Bank and on the Grosvenor Estate charity committee fundraising for the Samaritans. Full clean driving license.