Experience

Centrical

• United States
• Software Development
• 1 - 100 Employee

• Senior Solutions Consultant

  • Jul 2022 - Present

• Solutions Consultant

  • Aug 2021 - Jul 2022



NICE

• United States
• Software Development
• 700 & Above Employee

• WFM Solutions Engineer

  • Mar 2018 - Aug 2021



TNT

• Netherlands
• Freight and Package Transportation
• 700 & Above Employee

• Resource Planning Manager

  • Jan 2017 - Mar 2018



Parseq

• United Kingdom
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Senior Resource Planning Analyst

  • Apr 2016 - Jan 2017



Ajilon UK

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Resource Planning Manager

  • Jun 2008 - Mar 2016

  - Lead a team of 53 IT staff performing 1st (Service Desk) & 2nd (Technical & Admin team) IT support in an ITIL aligned Service Desk environment - Supported by 7 direct reports (Operations Leader and Training & Development team) - Manage the relationship between Ajilon & British Airways. Successfully delivering the customer's objectives/targets through planning and managing staff to meet agreed company & customer service level agreements - Manage the end to end recruitment process to ensure that appropriate analysts are recruited in a timely manner, as per the contracted headcount agreement with British Airways - Effectively manage the contract and resources to mitigate service penalties - Ensure that business targets, KPI’s and SLAs are achieved and exceeded - Develop and expand the service to reflect the changing requirements of the client - Plan and manage staffing levels based on the terms of the contract. Fully responsible for long to short term resourcing, working collaboratively with British Airways Service Managers - Continually review all processes and procedures within the Helpdesk against customer’s needs and expectations. Working with the wider Ajilon Management Team to promote a culture of continuous improvement by suggesting, developing and implementing strategies to improve quality, productivity and resolution of issues - Instrumental in supporting the operation to achieve departmental objectives and ensure optimum profitability of the operation through the best use of resources - Responsible for monthly, quarterly and annual development reviews of direct reports - Demonstrated ability to develop and deliver training to a variety of audiences Show less



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Project Support Analyst (secondment)

  • Oct 2011 - Apr 2012

  - Attached to the British Airways catering operation for a period of 7 months to assist with the global implementation of a new on board catering and provisioning solution - Responsible for on-site training and user acceptance testing of the new solution at outsourced catering stations in Johannesburg, Dubai, Barbados, Buenos Aires & Heathrow - Ensured adherence to the project plan to enable catering stations to ‘go live’ without jeopardising their operational productivity or revenue loss - Responsible for the end-to-end incident management and request fulfilment processes, during transition to the new solution, mapping trends and system restrictions and feeding them back to the project team - Ensured the adherence to security and procedures & policies - Trained catering staff to use the new solution and gave invoice software training to the key stakeholders of the catering stations - Developed the IT support structure during the project rollout and successfully negotiated with British Airways & Ajilon to bring the support back to the Service Desk Show less



T-Mobile UK

• Resource Planning Analyst

  • Aug 2006 - Jun 2008

  - Ensured that correctly trained staff were available at the contracted times. Fully accountable for both short term and long term resource planning to ensure that all headcount/role requirements are met - Real-time performance monitoring of 9 contact centres, including 3 based off-shore- Monitored actual resource available against scheduled resource across a number of departments/segments and liaised with local operations management to initiate corrective action as required- Captured accurate real-time information on an ongoing basis, input changes to rosters resulting from absenteeism etc. to ensure SLAs were achieved- Communicated contingency plans to Operations Support team for action- Monitored daily service levels and adjusted schedules as necessary- Made recommendations to line managers on changes necessary i.e. breaks and overtime required in order to meet service levels- Analysed trends to identify the factors influencing performance, effectiveness and efficiency Show less

• Customer Service & Complaints Advisor

  • Jun 1999 - Aug 2006

  - Handling calls & complaints from customers around the world, ranging from billing to technical queries.

• System Implementation Analyst

  • Apr 2006 - Jun 2006

  - Based in Hyderabad, India, working for an outsource partner on behalf of T-Mobile- Tested and implemented systems to ensure a consistent and highly regarded customer service experience- Identified and raised systems issues when they arose- Liaised with resolving agencies based in the UK, ensured synergy across all areas and also ensured the correct solution for both internal and external customers - Led and co-ordinated user acceptance testing activity, with a view to enabling the business to decide on the operational opening of an offshore contact centre- Acted as the main point of contact for project’s UK operations, local IT and IT based in UK - Ensured that all the planned deliverables met the required success criteria Show less