Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Strategic Communications Analyst

  • Nov 2021 - Present

  - Responsible for Short and Medium Term forecasting and planning. - Responsible for Short and Medium Term forecasting and planning.



Tesco Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Contact Analyst

  • Mar 2021 - Nov 2021

  > Manage real-time needs, ensuring all levers are utilised correctly e.g proactively managing dialler and admin resource, dual skilling agents, adding high call volume messages to IVR.> Ensure all outbound dialler strategies are completed with a minimum of 95% penetration.> Monitoring Intraday service levels and actively implementing any remedial actions to any issues that may have arisen.> Analysis and reporting of previous day performance, identifying any patterns and trends, and communicating with the relevant stakeholders. > Effectively communicate with key stakeholders to understand the department requirements and tailoring reports to the area.> Produce outlooks for the day and week ahead based on forecasts and staffing, optimizing schedules to improve predicted performance and communicating with relevant stakeholders around recommendations for further improvements to overall service levels and abandonment rates.

• Financial Care Assistant

  • Mar 2019 - Mar 2021

  Key Accomplishments:> Working as part of a small team that helped implement a working payment break process at the start of the covid-19 pandemic.> Research project to better understand CONC regulations to improve awareness and QA scores in the department.