Darran Cosgrove

I graduated from university with a 2:1 in Media & Communications. Since then I've worked full-time as an operations team member. My responsibilities included general administrative and clerical duties such as booking appointments, dealing with email, telephone and in-person client enquiries, and the use of various Microsoft Office software packages.

I later acted as an IT point of contact, assisting with miscellaneous tasks such as CRM management, technical troubleshooting and process improvements.

Operations IT Lead - Bright Light Relationship Counselling (April 2024 - Ongoing)
• CRM Customisation - Creating Dynamics 365 custom fields, forms and business
rules. Optimising interface and solutions to best fit organisation needs. Translating
requirements from leadership into features.
• Client Onboarding - I migrated our registration forms to a compatible service for the
elimination of unnecessary data entry. This drastically reduced the rate of errors
from prior manual data entry and effectively eliminated what was an ongoing time
cost to the organisation.
• Appointment Tracking & Booking - A significant component of the operation team's
function was to track, book and appointments for our clients. Through a
combination of existing Microsoft software features, along with some bespoke
power automate flows I was able to streamline and unify these processes.
• Extraction & Import of Data - I had the task of manipulating large amounts of data
exported from our old systems into a format that would function in the new CRM.
This required developing categorisations and rules which filled in missing
information based on developed associations with other existing data.
• Miscellaneous Tasks - Creating mock-up test data, novel automations and flows,
demoing progress at various milestones, raising roadblocks and finding solutions to
these. More information available upon request.

• Operations & Admin – Continued administrative tasks as outlined below.
Operations Team Member - Bright Light Relationship Counselling (June 2023 - April
2024)
• Client & Counsellor Account Management - Monitoring of a bank of clients and
counsellors to facilitate services. This involved ensuring appointments were booked
and tracked to a high degree of accuracy, that client accounts did not fall into the
red through payment tracking and time slots or room utilisation was accurately
offered or adjusted.
• Managing client onboarding & enquiries - I was responsible for initial service emails
and phone calls. This required strong communication abilities, as many clients
came to our organisation at a time of particularly challenging circumstances; tact
and empathy were vital.
• Report Creation - Manipulation of data for accurate monthly gift aid reports in Excel
for submission to HMRC. Pivot table creation based on cleaned data from CRM
exports.
• Employee Training - I was able to train new and existing staff in processes,
supporting their assimilation into the team and assisting with system use.

Job Operations Specialist - Otta (January 2022 – June 2023)
• Undertaken a variety of administrative and operational tasks, including reading,
analysing, and formatting large datasets for job listings.
• Proven strong observation skills through proofreading and categorising roles.
• Worked extensively on qualifying companies for appropriate categorisation and
data entry. I performed particularly well in this, and was moved from regular role
operations to this project due to my ability to profile companies rapidly within the
established criteria given to me through my own systematic checks

Queen Margaret University:
• Media & Communications Undergraduate 2:1

West Lothian College:
• Media and Communications Level 7
• Business Management Level 6