Alex O. Email & Phone Number

London, United Kingdom

- Facilitating the day-to-day collation and management of the monthly and quarterly Key Performance Indicator data and commentary.- Developing new ad-hoc business intelligence reports and maintaining existing reports.- Working with senior management and colleagues across OH to develop and implement a consistent, strong approach to performance management. - Assisted in the implementation of an app which eliminated the need for paper forms for visits, inspections and assessments. This included training and support for users and monitoring data capture/quality.

London, United Kingdom

- Creating and maintaining forecast models for workforce planning/ Vendor Management, forecasting incoming customer volumes and sold voucher numbers. - Creating weekly reports showing KPI’s for APAC, EMEA & LATAM, used by region heads and Customer Service directors.- Liaising with CS Operation/reporting staff from 40+ countries in order to maintain consistent reporting/ metric definitions.- Creation of/maintaining a KPI forecast model, accounting for business process improvement initiatives.- Creation of a standardised model showing KPI data by country, used at a regional level for monthly and quarterly business reviews.

London, United Kingdom

- Creating a variety of reports/dashboards, displaying CS KPI's and metrics, using Business Analytics software (GoodData, Microstrategy).- Creating a weekly KPI report for the department heads of Northern Europe.- Dealing with adhoc reporting requests from a variety of sources (management, inter-departmental, country heads).- Liasing with country heads across Northern Europe in order to create accurate agent productivity statistics.- Providing a weekly Merchant Performance report for the NER Goods department, monitoring sales, refund & contact performance.

London, United Kingdom

- Performing quality checks on agent-customer interactions, scoring the agents against various criteria.- Training new employees in policies, procedures and software.- Presenting new policies/procedures to existing CS staff.- Created & maintained an agent performance report, charting agent & team performance week on week.- Writing and uploading response templates for CS agents to use when responding to a customer.

London, United Kingdom

Ba (Hons) Animation

Computer Science

3 A Levels: English Language, History And I.T.