Experience

Wordnerds

• United Kingdom
• Software Development
• 1 - 100 Employee

• Fullstack Developer

  • Apr 2019 - Present



Inspired Outsourcing Limited

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Web Developer

  • Apr 2016 - May 2021

  Creation and maintenance of a CMS using multiple programming languages and libraries (PHP, HTML, CSS, JS, JQUERY, NODE).Creation and optimisation of automated periodic reports from huge data sets, liaising with all levels of the business and clients.Custom additions to CMS are created for specific tasks within the business, including different levels of access, different viewports, an internal chat system, notifications and updates, polls and much more. Creation and maintenance of a CMS using multiple programming languages and libraries (PHP, HTML, CSS, JS, JQUERY, NODE).Creation and optimisation of automated periodic reports from huge data sets, liaising with all levels of the business and clients.Custom additions to CMS are created for specific tasks within the business, including different levels of access, different viewports, an internal chat system, notifications and updates, polls and much more.



Daykin & Storey

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Fullstack Developer

  • Jun 2018 - Mar 2019



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • May 2015 - Apr 2016

• Real Time Manager

  • Jan 2013 - May 2015

  As Real Time Manager i maintain service levels over 4 Lines of business within a campaign of nearly 200 advisorsI track real-time call volume and trends to monitor staffing levels in order to achieve staffing attainment throughout the day and assess the need for overtime or early release of staff within our shrinkage targets. Maintain employee profiles and reallocate resources to accommodate different types of calls and ensure that any offline training tasks are completed by all departments.Report all and any issues relating to the network/phones in real-time, contacting teams with the correct information. Taking control of the local situation and gathering the adequate information needed to help streamline the resolution of issues.Tracking and analyzing of compliance to AHT targets and other important KPI's which are set by the client. Informing management of issues with any metric as soon as possible.Providing reports to management regarding daily issues/absenteeism/lateness/schedule adherence/staffing attainment/aux code states and a number of ad-hoc reports that would be requested.During my time in this role i have developed tools which have increased our visibility of what is occurring. This tool is used to share information with an entire call floor to ensure they know when they are able to take advisors from a productive state into a non-productive state. The tool provides information up to 4 weeks in advance to allow offline time to be placed into future schedules before optimization, where there are already gaps in the Staffing Attainment.I use Excel daily to build powerful spreadsheets which can measure shrinkage on an interval level and help keep everything running smoothly, my tools range from monitoring absenteeism and lateness in real time, to monitoring interval level shrinkage, service level and issue reports.I develop and write procedures with regards to my metrics to help ensure COPC compliance and BEST WFM are being met accordingly.