Anna Gerrard Email & Phone Number

Greater Liverpool Area

-Effective communication skills. -Attentive listening and communication as the primary language for majority of customers is not English. -Knowledge retention and recall – EUSS Policy. -Problem solving. -Empathy – I built good rapport/understanding with customers. -Ability to handle pressure – fast-paced environment. -Speed and efficiency – meeting SLA targets. -Emotional Stability – I remain professional & level-headed. -(SPOC) Training/mentoring for new employees (colleagues) - knowledge, initial set-up etc. -Coherent and concise notetaking. -Compliance with GDPR - during contact with customer & notetaking.

Liverpool, England, United Kingdom

-Solely responsible for complete revamp of Excel workbooks that contain array of data which is key to the functionality of team operations.-Responsible for replacing manual processes which are time consuming and lack accuracy with automated alternatives which allow for easy/user friendly reading. -Tailored data analysis to the wants/needs of my team – identifying these during meetings and close conversations.-Admin tasks – E.g., packaging products and delivering to post room to send out to colleagues, while updating spreadsheet with product details (ad hoc).

Port Sunlight, England, United Kingdom

-3rd party contractor relations – I worked closely with individuals from 3rd party established companies such as Unisys, Jigsaw24, Aternity.-Internal POC duties – Named point of contact for internal team members to request Ad hoc data reports, providing access to DEM Tools-External POC duties – Named POC/Go-between for 3rd party vendors e.g., logging service requests.-Service group owner – Internal online request service tool where requests are made by employees, these are then picked up and resolved by service group owners (myself) within agreed timeframe.-Teamwork & initiative – Worked with Mobile Device Management team on a corporate audit action. Action was to update minimum baseline OS for Android and IOS so that company smartphones can access company data.-Leadership – Led/organised colleagues on projects/goals, allocating tasks to individuals via email and providing progressive updates during meetings.-Communication – Hosted/presented meetings, visitors, discussions within the workplace for a variety of internal and external stakeholders of varying job levels.-Statistical Analysis - Used a range of analytical techniques such as data mining, time series forecasting and Liner regression to identify and predict trends and patterns in data. -High level Excel spreadsheet skills – Building complex formulas and spreadsheets, pivot tables, data visualisations (dashboards).-Power BI skills – Times Series Analysis and forecasting to predict future performance on specific parameters, dashboard creation, Visualisations.-DEM/EUEM Tool – E.g., Aternity to produce actionable insights and analytics on digital experience within the business along with enterprise-scale analytics. -Statistical Analysis – At a business-level: Linear Regression, KPI tracking/analysis, Data Merging (Power Query), Time Series analysis, Forecasting.-Range of data – Experience in analysing raw data relating to the Network, Mobiles/Devices and Sales (small datasets & Big Data).

Liverpool, England, United Kingdom

-BCS Level 4 Diploma in Data Analysis Concepts. -BCS Level 4 Certificate in Data Analysis Tools. -Data Analyst Level 4 (Institute for Apprenticeships & Technical Education)

Port Sunlight, England, United Kingdom

-Virtual collaboration (Microsoft Teams, One Drive, Outlook) - working from home full time for 1 year, then moving into hybrid working model.-Customer service – Communicate with customers and their needs E.g., email queries, custom reporting requirements.-3rd party contractor relations – I worked closely with individuals from 3rd party established companies such as Cisco, BT. -International Relations – Colleagues & 3rd party vendors spread globally.-Presentation Creation - Trusted to create and prepare presentation decks including crucial data visualisations and analysis on the network for my team members to present to variety of stakeholders.-Administrative responsibility – Created a new register within Microsoft Lists to track the Network Teams’ highlights and lowlights every quarter. -Leading Data Work - Produced data work (analysis) for project which led to stabilising the network and reducing critical network incidents by >50% – team and I received individual recognition via certificates from Chief Financial Officer for exceptional performance delivered through agility, resilience, and character.-Project based analysis - Experience in documenting data analysis projects in a professional portfolio template to be shared with colleagues.-Communication - Summarised and presented results of analysis to a range of stakeholders making insightful recommendations.-Data Cleansing – Quality checking and cleaning data for all my projects.-Data Visualisation – Produce/read Charts (Pie, Doughnut), Tables (Pivot, Standard, Merged), Graphs (Line, Bar), Maps, Infographics, Dashboards.-High Level authorised access to data storage tools – Access to multiple sources of internal company data, experience in compiling data from different sources and importing to Data Analysis tool.