QStory

In an ever-changing world, QStory is the missing link between well laid plans and efficient reality. Your Workforce Management (WFM) makes staff available, and QStory’s Intraday Automation platform makes them happy and productive. Our advanced AI manages contact centre resources in real-time, driving efficiency, a happier workforce and better customer experience.

Principal Solution Consultant

The Forum

Head of Programme Delivery

I supported the post-sales customer lifecycle for QStory's innovative Intraday Automation software relating to product implementation, on-going support and development processes.  I acted as the main link between QStory and their customers for all product and enquiries about implementation and built relationships with relevant stakeholders at all levels.  

Responsible for customer retention, I built a deep understanding of the Customer’s business objectives and was able to articulate and demonstrate how QStory’s solution supported the achievement of their business goals.

I managed the customer experience across a wide range of categories including (but not restricted to) connectivity and technical implementation, User Acceptance Testing, User Training, Operational Implementation and ongoing application of the QStory product.

I assisted with the pre-Sales Team and the Account Directors and created an easy customer onboarding process, including providing detailed demonstrations of QStory products which were tailored to the individual customer.

I created and developed standard onboarding processes, taking the customer from PoB ‘Green Light’ phase to PoB / BAU implementation.  I paid special attention to trying to improve, standardise and automate steps in the process.

I observed Customer processes ahead of implementation and tailored initial PoB usage to address the Customer’s biggest issues and built effective training to help customers to fully understand and utilise QStory products.

I set success criteria of any PoB period and report on QStory’s performance against these criteria, completing analyses to identify how QStory’s product can be used to meet the customer’s strategic business objectives.

I worked collaboratively with the Marketing team to build testimonials and generate ‘Thought Leadership’ content for social media usage.  I looked for opportunities to educate throughout the contact centre industry on the benefits of Automation and best practice

Customer Success Manager

Embedded within Capita PLC, one of the largest Business Process Outsourcers in the UK to deliver Intradiem Intraday Management Solution, this role was to deliver a SaaS solution and ensure client adoption of a Real-Time Automation tool over a year. I worked with different stakeholders within Capita and Capita's Clients to understand business goals, ROI and areas of opportunity.  I consulted with Business Leaders to develop the best approach and built rules and parameters to successfully tailor the Real-Time Automation tool for each area. I acted as Success Manager for each implementation, maintaining regular meeting cycles with key Stakeholders. I constructed training for Capita users to hand-over operation of the tool to the Business.  I built a comprehensive reporting suite and developed tailored metrics to demonstrate Intradiem usage and quantify its effectiveness. Real-Time Automation software solutions challenge the boundaries and my role has been key in the successful on time delivery.

Success Manager

Amazon

- Responsible for the delivery and creation of EU network optimisation capacity and staffing models for 1 - 4 year window.  Provide guidance and scenario models to CS Management team on Capacity outlook going forward
- Partner with the Amazon Global Outsourcing team to constantly improve the efficiency of the resources deployed in-house and at Co-sourcers
- Lead and support a holistic and strategic view of capacity across Amazon internal sites and co-sourcer sites, providing analysis and insight to business leaders to drive long-term and medium term strategies around the allocation of volumes for an optimized financial and operational performance
- Support capacity and operations planning for all EU CS Operations
- Anticipate and drive action plans where the projected seating needs exceed the capacity at CS Sites
- Owner and driver of CS short-term and long-term forecasting of contacts and staff planning for the business
- Lead Weekly headcount and contact forecast planning meeting with CS Management team
- Responsible for completing deep-dive and complex analysis to understand variance from planned metrics
- Responsible for the maintenance and updating of a number of key monthly CS metric bridges
- Drive and deliver CS bi-yearly operational planning process, addressing and identifying risks and opportunities for CS
- Evaluate and implement opportunities for improving forecast accuracy and automation of the forecasting process
- Collaborate closely with US teams for adaptation and creation of reporting, forecasting and staffing model
- Work with Finance and CS Operations to develop and generate operational targets and participate in the planning effort
- Maintain strong communication processes to ensure smooth and efficient flow of accurate information across EU and wider teams
Produce regular deep analysis.  Utilise historical data and perform data-mining and analysis to identify trends and develop forecasts as well as identify opportunities for contact reduction.

UK Capacity Planner

TalkTalk

Managing the relationships with and performance of Outsourcing Partners.  Whilst in this role, I was instrumental in the successful implementation of several new campaigns and the migration of others between sites, ensuring that Service Levels are maintained. I also successfully implemented processes to control and reduce training and service costs.

•OSP and stakeholder management through ongoing building of customer and network relationships
•Forecast management across multiple campaigns with 40k plus calls per week, continuous review of day of week and intraday profiles 
•Consistently project managed given changes within set timelines, attending change control and highlighting risks
•Reviewed and proposed changes to ensure best possible performance, following ideas through from concept to implementation, followed by review of success.
•Daily contact and reporting to operations and stakeholders with detailed documentation produced for interactions and actions logged
•Identifying areas for improvement or areas of risk and using problem solving and creative thinking to resolve SLA challenges

Business Planning Analyst

The Co-operative Bank plc

Managing a team of 2 Forecasting & Planning Analysts, focussed on the Insurance side of the Cooperative Fiancial Services Group.  We provided short, medium and long term call, AHT and FTE forecasts and developed our Forecasting & Planning provision for our Claims Department.  

Engaging with key stakeholders at all levels, I looked to pro-actively understand and meet the needs of the business.  I involved myself in a broad spectrum of areas within my role, from IVR design to Recruitment recommendations and strategies.

Lead Analyst, Forecating & Planning

A vastly experienced Resource Planning professional, I developed a new approach to Back Office Forecasting within CFS, trying to map out and forecast whole end-to-end processes and understanding core drivers and bottlenecks.  Also, I helped to develop a radical approach to forecasting Claims workloads, through the categorisation of weather events and the mapping of Claims events and milestones.

Resource Planning Analyst

Vertex Data Science

Managed a Resource Planning Team on a prestigious and award-winning Central Government project before helping to establish Vertex Services in two City Councils and one large County Council.

Forecasting Analyst Manager

Vernons Telebetting (Ladbrokes)

Aintree
Responsible for the management of 8 Team Managers and 4 Senior Agents in a busy Telebetting Call Centre operated on behalf of Ladbrokes Racing Ltd.  Involved from the very outset of the Call Centre, I was responsible for the provision of Call Centre policies and guidelines, as well as the overall productivity and profitability of the centre.  I created and implemented first shift management system within the centre.

Call Centre Controller

Air Miles Travel Company Limited

Warrington
I was responsible for the management of a team of 12 telephonists in the Flight Sales department of a new Call Centre.  Using different motivational techniques and innovative local incentives, I was tasked with increasing sales in four key areas to reach stretching targets.

Team Manager

A highly experienced Resource and Capacity Planning specialist with management experience and a proven track record in developing skills in others and driving large blue chip originations forward.  A highly skilled analyst with experience in Front and Back Office and a history of developing innovative solutions to challenging problems.  An expert in Planning disciplines and in the ever-expanding world of Intraday Automation.  A logical, flexible, independent thinker and problem solver with a wide range of skills across the Capacity Planning, Forecasting & Scheduling disciplines with experience of Balanced Scorecard production and highly developed Stakeholder Management skills. Experienced in delivering Projects on time in budget, including implementations and SaaS. 

“When Dave gets involved the job gets done, right, on time and with a level of professionalism you rarely find “ 
– Paul Miller (Technical Director QPC Ltd)

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