Experience

Ascensos

• United Kingdom
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Head Of Business Intelligence

  • May 2021 - Present

  Glasgow, Scotland, United Kingdom

• Customer Insight Partner

  • Sep 2020 - May 2021

  Glasgow, Scotland, United Kingdom



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• BI & Data Manager

  • Aug 2018 - Sep 2020

  Glasgow, United Kingdom

• Senior MI Analyst

  • Oct 2017 - Aug 2018

  Glasgow, Glasgow City, United Kingdom



Three UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• IVR Design Analyst

  • Jul 2015 - Jun 2017

  Glasgow, Glasgow City, United Kingdom

• Performance Reporting Analyst

  • Aug 2012 - Jul 2015

  Glasgow, United Kingdom The Contact Centre Planning & Performance Insight team plays a vital role in directing and informing the business through insightful analysis on areas of potential efficiency gain and improvement. We focus on key drivers to our current performance both from a contact demand and operational efficiency perspective. I am key delivery point into Telesales management for reporting, insight and recommendations to maintain and improve performance within a 200+ seat sales environment. My… Show more The Contact Centre Planning & Performance Insight team plays a vital role in directing and informing the business through insightful analysis on areas of potential efficiency gain and improvement. We focus on key drivers to our current performance both from a contact demand and operational efficiency perspective. I am key delivery point into Telesales management for reporting, insight and recommendations to maintain and improve performance within a 200+ seat sales environment. My main responsabilties are:- The design and maintenance of the Telesales performance reporting suite. Ensure that Telesales have the necessary statistical information in order to drive performance at all levels. Deliver ad-hoc analysis of specific events within the annual sales calendar; including campaigns, faults, and product launches. Highlighting day-to-day efficiency opportunities across the floor; focussing on delivery of the service level agreement, abandon rates and advisor adherence. Delivery of statistical insight on our cross-sell campaign. Accountable for the accuracy and timely delivery of key telephony reporting utilising in-house systems.

• Sales assurance executive

  • Oct 2011 - Aug 2012

  I currently monitor sales activities & interactions within the business or relevant third-party partners in order to validate and gauge process adherence & compliance (UK & India). I am the voice of the customer, fully support and drive all areas of the business to aid achievement of company plan objectives and improve customer experience.



Three UK

• Sales assurance executive

  • Oct 2011 - Aug 2012

  I currenly monitor sales activities & interactions within the business or relevant third-party partners in order to validate and gauge process adherence & compliance (UK & India). I am be the voice of the customer, fully support and drive all areas of the business to aid achievement of company plan objectives and improve customer experience.



Webhelp

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

• Customer Experience Co-Ordinator

  • May 2011 - Oct 2011

  •Audits required by our Client(s) •Tape pull requests •Call monitoring followed by subsequent coaching and feedback •Group feedback sessions with agents, management and senior management •Call investigations as per team leader or senior management request •Analytical insight gathered on drivers of Customer Satisfaction/Dissatisfaction through root cause analysis, followed by consultative solutions •Knowledge and skill gap analysis, with feedback loops into L&D and… Show more •Audits required by our Client(s) •Tape pull requests •Call monitoring followed by subsequent coaching and feedback •Group feedback sessions with agents, management and senior management •Call investigations as per team leader or senior management request •Analytical insight gathered on drivers of Customer Satisfaction/Dissatisfaction through root cause analysis, followed by consultative solutions •Knowledge and skill gap analysis, with feedback loops into L&D and Operations •Call leveling sessions with agents and managers to ensure consistency in measurement

• Deputy Team Leader

  • Mar 2010 - May 2011

  •Work force management, all aspects of productivity to maintain service levels •Knowledge and skill gap analysis and subsequent learning and development •Statistical analysis •MBWA - management by walking about to ensure attention to detail •Billed to paid management to mitigate financial impact. •Ensure my team met their KPI’s •Performance Management / Review around Capability, Commitment, Clarity, Constraint & Consistency •Conducting regular coaching and feedback… Show more •Work force management, all aspects of productivity to maintain service levels •Knowledge and skill gap analysis and subsequent learning and development •Statistical analysis •MBWA - management by walking about to ensure attention to detail •Billed to paid management to mitigate financial impact. •Ensure my team met their KPI’s •Performance Management / Review around Capability, Commitment, Clarity, Constraint & Consistency •Conducting regular coaching and feedback sessions. •Reporting •Handling complaints •Payroll •All aspects of HR process •Identifying training and development needs of individuals within the organization through job analysis, appraisals and regular consultation with Operations managers and HR department •Delivery of Team Briefings.

• Customer Service Advisor

  • Nov 2007 - Mar 2010

  Larbert