Experience

Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Resource Planning Analyst

  • Sep 2021 - Present

• Finance Analyst

  • Jun 2019 - Sep 2021


MAG (Airports Group)
• United Kingdom
• Airlines and Aviation
• 700 & Above Employee
• Resource Planning Analyst

  • Dec 2018 - Jun 2019
• Planning Analyst

  • Oct 2015 - Dec 2018

  Workforce planner in a non-standard contact centre - working with several clinical services which provide unique challenges as well as non-clinical inbound/outbound sales teams and mixed inbound/admin teams. Scheduling staff across multiple teams, some including 24/7 staffing, to achieve best fit of resource to demand. Delivering short and medium term demand forecasting for inbound services enabling accurate performance predictions. Production of scheduled and ad hoc MI to report on staff and team productivity for stakeholders. Advanced user of NICE IEX 6.5. Show less

• Real Time Analyst

  • Jun 2014 - Oct 2015

• Administrator/Business Center Coordinator

  • May 2012 - Jun 2014

  Provided administrative support to allow enable efficient operation of the Bupa Health Coaching service. Produced reports and management information that tracked the progress of the service and minimised required administrative work for team managers and staff.The role eventually took on other responsibilities outside of administration, including scheduling and MI and working closely with Planning Manager for BHC.Responsible for planning shifts comprising of approximately 100 staff across several teams including 24 hour services. This includes scheduling shifts around business need and forecast customer demand, and tracking service level and staff performance in real time through Genesys CCPulse.Producing dashboards sent to stakeholders of several services.Central coordinator for area, which included tracking completion of mandatory learning, and collating information from all teams for audit purposes. Show less



Edge Hill University

• United Kingdom
• Higher Education
• 700 & Above Employee

• Library Assistant

  • Aug 2006 - Apr 2012

  Casual work during gap year and summer breaks during university, as well as a longer stretch at the Aintree campus in 2011/2012. Varied administrative tasks around the library services in Ormskirk and Aintree campuses. Casual work during gap year and summer breaks during university, as well as a longer stretch at the Aintree campus in 2011/2012. Varied administrative tasks around the library services in Ormskirk and Aintree campuses.