The AA

Provision & management of all inbound voice NGNs for the AA brand

Customer journey IVR design and implementation, integrating with SMS, webchat and natural language. 

Cloud based multi site call flow planning and tailored configuration

Business contingency strategy planning for short term and long-term loss of site for both physical and virtual contact centre 

Incident investigation, resolution & RCA

Project planning and delivery

Cisco Voice Analyst

Avaya Telephony Platform Specialist

Provision & management of all inbound telephone numbers for the AA Road brand

Network IVR management and implementation

Multi site call routing strategy planning and tailored programming, currently on an ACD

Business contingency strategy planning for short term and long-term loss of site for all Road contact centre sites

Ongoing analysis of call flows, distributions, occupancy or any faults

On call support for customer impacting telephony issues on a rotational basis

Project planning and delivery

AVAYA TELEPHONY ANALYST

Long term strategic resource planning for inbound voice contacts in our Breakdown centre which is a 24x7 operation, to maximise resource in line with predicted forecasts 3 months ahead of day. 
Ownership of the resource plan up to day before, monitoring resource and making additional changes in line with operational business rules.

Resource Analyst

Planning and configuration of inbound voice contacts in a multi site environment.

Taplio

Michelle Hawthorn's Linkedin Analytics

Michelle Hawthorn

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Taplio

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Michelle Hawthorn

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Michelle Hawthorn's Linkedin Analytics