Intelling Ltd

Head of Planning and Delivery

Serco

MI Manager

Planning Architect

Capita

- Produced short, medium and long term plans for focusing on both supply and demand drivers.
- Analysed all supply and demand components using appropriate techniques and tools, providing insightful commentary and making and tracking recommendations.
- Undertook PvA analysis and carried out detailed root cause analysis to provide, challenge and improve planning accuracy.
- Led and contributed to formal interactions within our best practice Operational Management Framework (OMF) including Mission Control Meetings, Planning/Loading/Variance meetings and Monthly Operating Committee meetings.
- Ensured planning processes adhere to the OMF and share best practice across the planning community.
- Provided full impact assessment and advice on business change/projects.
- Identified and highlighted performance/service risks to Operations.
- Supported the business by making and driving recommendations on best use of operational resource, operational efficiencies and leakage opportunities.
- Supported the achievement of revenue targets and both internal and contractual SLAs.
- Produced actionable performance MI to support operational focus on key metrics.
- Supported in coaching and developing less experienced colleagues to aid their development and ensure planning models, methodology and practices are accurate and effective.

Senior Planning Analyst

North West Ambulance Service NHS Trust

1.	Working with the Trusts Directors and Senior Managers to develop a Workforce Management System strategy that will enable CIP’s across the 111 service, replicable across other NWAS operations in future.

2.	Consulting with staff, unions and senior management of the Trust regarding all areas of 111 service development.

3.	Line managing and developing a team, you will be responsible for the development of new and innovative scheduling and forecasting system to aid the 111 Contact Centre to maximise efficiency, whilst working with the 111 Contact Centre staff to attain a high degree of work life balance.

4.	Working with and through Contact Centre management, Service and Performance Managers Shift Managers and Team Managers to ensure that the centre meets all objectives and KPI’s, including delivery and efficiency targets. 

5.	Playing a key role in driving service level consistency for NWAS patients and responsible for maximising workforce operational resource by driving cost-effectiveness and staff efficiencies. 

6.	Supporting and enabling the cost improvement agenda through building strong links with the appropriate parties and utilising the Workforce Management System.

7.	Accountable for workforce headcount with responsibility for recruitment plans across each 111 contact centre service whilst ensuring that they are within service line budgets.  Achieved through key stakeholder interaction with HR and Finance

8.	Develop reporting structures and a management information framework to enable the contact centre operation to drive performance in line with the Trust’s external Key Performance Indicators.

Workforce Forecasting and Planning Manager

Senior MI Analyst

Bosch Service Solutions

- Manage the resource management function, implementing a new workforce management system.
- Report development in SSRS, Business Objects, Pentaho and others.
- Maintenance of current MI infrastructure and supporting change requests.
- Transitioning MI and reporting throughout changes in WFM, telephony, and proprietary applications.
- Provide regular resource management reporting to inform OPMx, CFA, HR, TER, and the senior leadership team on recommendations and risks.
- Ensuring that all employees are fully utilised against the capacity planning model.
- SLA Management.
- Management of WFM support personnel.
- Development and maintenance of internal data collection websites.
- Expert support for all areas (Sales, HR, CFA, TER, and OPM).

WFM Manager

- Managed a team of customer service advisors to ensure that team members are motivated, supported and facilitated in performing their job role.
- Coached and developed the team to maximise performance and ensure high levels of customer service in line with service levels (SLA’s) and key performance indicators (KPI’s).
- Introduced and managed motivational techniques.
- Effective absence management including return to work interviews and all relevant documentation.
- Effective training needs analysis of all agents ensuring that all information was transferred onto individual personal development plans (PDP).
- Ongoing support for all agents regarding the resolution of issues, ensuring effective handling within the agreed timeframe.
- Built and promoted a positive work culture, which promoted the delivery of excellent customer service.
- Preparation of internal and external reporting.
- Continuous evaluation and improvement of the team’s internal and external service quality.
- Developed and handled new projects, initiatives and processes in order to improve performance and customer service.
- Liaising with Field Service and Service Co-ordination to ensure and encourage good working relations.
- Resolved and recorded customer queries and complaints.
- Captured, maintained and ensured the quality of customer data.
- Handled all relevant customer interactions; including fulfilling the responsibilities of a Customer Service Advisor as and when required.

Team Manager

NHS Trust

•	Working within a team of consultants to review processes and procedures
•	Design and implementation of a full Training process
•	Design and implementation of a full Quality process
•	Call trend analysis and headcount review
•	Performance review of current staff and needs analysis based on findings
•	Standard Operating Procedure mapping for current processes as well as streamlining and mapping those with areas of improvement

Operations Coordinator

arvato UK

arvato UK Ltd is a global provider of outsourcing solutions. I was the Key Account Manager for all our Groupon customer service operations, which was one of our largest campaigns, consisting of numerous markets, including UK, Ireland, Denmark and Norway. Following my success in this position, I also supported another one of arvato's largest global campaigns, Zara.com, in the same capacity, during the companies transition from their offices in Twickenham to their new head offices in Slough.

Key responsibilities:
•	Accountable for team performances and achievement of all KPI’s
•	Day to day point of contact for Senior and Junior client contacts
•	Negotiations with the client to create a balanced relationship and ensure all deliverables have the required resources allocated to them
•	Preparing and leading Monthly and Quarterly Operational Review meetings with key stakeholders from arvato and our client company
•	Preparing and submitting invoicing for an account that generates an annual revenue in excess of £2m
•	Liaising with Quality and Training in designing and delivering coaching/learning and development  programmes throughout all levels of the business from Customer Service Representatives to Team Leaders
•	Driving continuous improvement across an account with a headcount of up to 140 agents

Key achievements:
•	Increased campaign profitability by 17% over the course of 6 months
•	Provided data analysis and solutions during initial launch of Groupon Global Goods, ensuring the continuous success and improvement of a key business strategy
•	Created a new, accurate forecast and schedule, in order to ensure the billable headcount was adequate, which was successfully implemented
•	Designed and implemented a Compliance process to minimise the risk of a new procedure introduced by the client
•	Continuously liaised with Recruitment to secure new resource on very limited time scales
•	Supported in the transition of  global accounts from our offices in Twickenham to Slough

Account Operations Manager

Orange

Stock Control
Cash Management
Shop Floor Sales
Store Standards

Sales Advisor

Having starting my working career in sales for over 6 years, I quickly learned how to interact with people in a variety of manners, always suited to the needs and wants of each individual, this required me to develop excellent communication skills from an early stage. I have also completed a Combined Honours degree in Law and Business, which, together with having a great passion for analytics and the technology industry, provides me with a variety of specialist areas that I consider as strengths.

From sales, I moved into the Customer Service industry, with over 5 years of outsourcing experience, I have progressed to a Senior Management level and through performance related achievements, I have successfully shown my ability to adapt to additional responsibilities in short timeframes.

Key Skills
• Business Analytics
• Reporting Services
• Project Management
• Process Mapping
• System Integration/Migration
• Strategic Management
• Data Analysis
• Continuous Business Improvement

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