Junior Data Engineer

• Aug 2023 - Present

Workforce Analyst

• Jun 2018 - Jul 2022

Highlights: - Within first month built a capacity and overtime planning file that identified capacity gaps across operation processes, allowing us to proactively request overtime to prevent SLA misses for five locales across four sites - Within first two months created a worldwide operation audit, reducing 41 hours of weekly manual effort to five minutes, covering 90% of Operations' workload and preventing 2% of world wide weekly capacity from being wasted. - For 15 months the… Show more Highlights: - Within first month built a capacity and overtime planning file that identified capacity gaps across operation processes, allowing us to proactively request overtime to prevent SLA misses for five locales across four sites - Within first two months created a worldwide operation audit, reducing 41 hours of weekly manual effort to five minutes, covering 90% of Operations' workload and preventing 2% of world wide weekly capacity from being wasted. - For 15 months the Workforce Analyst responsible for an international site, where I established an end to end capacity, scheduling and tracking auditing process that contributed to a 46 week streak of no SLA misses and 90% of yearly KPIs being met or exceeded by the site. - For six months the Workforce Analyst for two simultaneous programs spanning four locales, across teams in four countries and two continents, where I contributed to 80% of the yearly KPIs being met or exceeded for both projects. - I was my team's point of contact for creating ad-hoc Tableau reports. - I trained and mentored 10+ new hires within the team on the end-to-end production of operations, workforce management concepts and internal tools. - Analysis and automation using Excel/VBA - SQL query creation - AWS Quicksight user - Internal service ticket management tool (Jira Service Management) - Creation of workflow documentation in Confluence - Capacity planning and scheduling - Reporting and systems deep diving and troubleshooting Show less Highlights: - Within first month built a capacity and overtime planning file that identified capacity gaps across operation processes, allowing us to proactively request overtime to prevent SLA misses for five locales across four sites - Within first two months created a worldwide operation audit, reducing 41 hours of weekly manual effort to five minutes, covering 90% of Operations' workload and preventing 2% of world wide weekly capacity from being wasted. - For 15 months the… Show more Highlights: - Within first month built a capacity and overtime planning file that identified capacity gaps across operation processes, allowing us to proactively request overtime to prevent SLA misses for five locales across four sites - Within first two months created a worldwide operation audit, reducing 41 hours of weekly manual effort to five minutes, covering 90% of Operations' workload and preventing 2% of world wide weekly capacity from being wasted. - For 15 months the Workforce Analyst responsible for an international site, where I established an end to end capacity, scheduling and tracking auditing process that contributed to a 46 week streak of no SLA misses and 90% of yearly KPIs being met or exceeded by the site. - For six months the Workforce Analyst for two simultaneous programs spanning four locales, across teams in four countries and two continents, where I contributed to 80% of the yearly KPIs being met or exceeded for both projects. - I was my team's point of contact for creating ad-hoc Tableau reports. - I trained and mentored 10+ new hires within the team on the end-to-end production of operations, workforce management concepts and internal tools. - Analysis and automation using Excel/VBA - SQL query creation - AWS Quicksight user - Internal service ticket management tool (Jira Service Management) - Creation of workflow documentation in Confluence - Capacity planning and scheduling - Reporting and systems deep diving and troubleshooting Show less

Workforce Management Analyst

• Jan 2018 - May 2018

Activities: - Contact Center Salesforce reports - Responsible for the automatic call distribution workflow - MicroStrategy user - Excel / VBA automation - Excel visualization - Google Sheets automation - Performance analysis of the workforce

Workforce Management Specialist

• Mar 2017 - Jan 2018

Activities: - CRM Salesforce admin for Operations in a Contact Center - Creating and running regular and ad-hoc report requests using Salesforce - Responsible for the automatic call distributor process flow - Creating workforce plans and forecasts for Operation Management and Vendor Management - Volume forecasting for Nordic markets - Workforce management software

Customer Care Specialist

• Oct 2016 - Feb 2017

I resolved customer queries using Salesforce and CRM software and via email, telephone, chat and social media contact channels.

Performance Analyst

• Oct 2014 - Oct 2015

Leading into the second phase of the ‘Troubled Families’ programme, I was promoted to a Performance Analyst. I continued all of my responsibilities from my previous assistant role. As a part of the second phase, we needed to secure access to over 100 new data parameters. I met with various stakeholders that were responsible for the data to ensure we had access while complying with data laws and minimising duplicated work. I explained the scope of the project, legal gateways for sharing… Show more Leading into the second phase of the ‘Troubled Families’ programme, I was promoted to a Performance Analyst. I continued all of my responsibilities from my previous assistant role. As a part of the second phase, we needed to secure access to over 100 new data parameters. I met with various stakeholders that were responsible for the data to ensure we had access while complying with data laws and minimising duplicated work. I explained the scope of the project, legal gateways for sharing the data, how the data would be used and protected, and discussed how best to share the data whilst minimising the amount of work for the stakeholder’s service. I created and delivered written reports and Powerpoint presentations to update stakeholders as to the progress of the programme. Stakeholders included local authority teams, police and voluntary sector organisations, and ranged from executive board level to administrators. Six months into this role, an assistant performance analyst was recruited for the project, who I was responsible for supervising and delegating work to. To best prepare myself for this new opportunity, I attended recruitment, interviewing and supervising training.

Assistant Performance Analyst

• Nov 2013 - Sep 2014

I was responsible for all aspects relating to data, including the data's collection, cleaning, matching, management and analysis for a local execution of the UK Government’s ‘Troubled Families’ programme. I collected data from enterprise software using various built-in reporting tools, Excel and SQL queries. Cleaning and matching data was completed with Excel and VBA. By using functions and pivot tables extensively, and making charts within Excel, I identified prominent… Show more I was responsible for all aspects relating to data, including the data's collection, cleaning, matching, management and analysis for a local execution of the UK Government’s ‘Troubled Families’ programme. I collected data from enterprise software using various built-in reporting tools, Excel and SQL queries. Cleaning and matching data was completed with Excel and VBA. By using functions and pivot tables extensively, and making charts within Excel, I identified prominent combinations of problems found in families, the geographical distributions of issues, and the performance of different interventions helping families. I submitted quarterly reports to the national government, which were subject to internal and national auditing, and no issues were raised across all of my submissions. Within four months of my employment, I was promoted from part time to full time employment.

Research Assistant

• Feb 2012 - Sep 2013

I was employed as a Research Assistant for five projects during my degree. Research titled: Share and share alike? An examination of trust, anonymisation and data sharing with particular reference to an exploratory research project investigating attitudes to sharing personal data with the public sector. I supervised a team of two research assistants to compile a draft of the report within a four-week period, which was completed on time. I was responsible for the input and… Show more I was employed as a Research Assistant for five projects during my degree. Research titled: Share and share alike? An examination of trust, anonymisation and data sharing with particular reference to an exploratory research project investigating attitudes to sharing personal data with the public sector. I supervised a team of two research assistants to compile a draft of the report within a four-week period, which was completed on time. I was responsible for the input and statistical analysis of the data using SPSS. With these results I drafted copies of the method, results and discussion sections for the research paper. Research Titled: 'DSM-V is taking away our identity': The reaction of the online community to the proposed changes in the diagnosis of Asperger's disorder. Research Titled: Scrupulosity online For these two projects I collected qualitative data from academic literature and social media for a proposed research article. Research titled: The interplay between critical thinking, academic self-efficacy and approaches to studying. For this project I was employed on two occasions to collect 100 questionnaires from students on campus and input this data into SPSS.

Student Ambassador

• Oct 2010 - Jun 2013

I worked with the Widening Participation Team to deliver outreach activities to young people in schools within local areas. These schools had low participation rates in higher education, or were from target groups which were under-represented in higher education. Children would also attend the university for a campus tour which was led by ambassadors, and to attend taster sessions, allowing them to try subjects of study that would be available to them at universities. In… Show more I worked with the Widening Participation Team to deliver outreach activities to young people in schools within local areas. These schools had low participation rates in higher education, or were from target groups which were under-represented in higher education. Children would also attend the university for a campus tour which was led by ambassadors, and to attend taster sessions, allowing them to try subjects of study that would be available to them at universities. In addition, I gave tours of the university campus to prospective students and their families, gave ‘Student Life’ presentations to large audiences in colleges, and promoted the university at Higher Education Fairs. As a part of university open days, I worked with the Vice Chancellor of the university to welcome prospective students and their families to the university and give welcome presentations. I also assisted in the training of new student ambassadors regarding conduct, presentation skills and giving tour guides.

Statistics Tutor

• Sep 2012 - Apr 2013

I assisted psychology students with understanding statistical theory and how to run different statistical tests in SPSS. My employment was extended due to my success in the role.

Student Ambassador

• Dec 2007 - Jun 2009

I gave tours of the college campus to classes and individual prospective students. I also represented the university at higher education fairs, open evenings and career fairs. I gave tours of the college campus to classes and individual prospective students. I also represented the university at higher education fairs, open evenings and career fairs.