Brian Malcolm Email & Phone Number

Gourock

Gourock, Scotland, United Kingdom

Currently on secondment as a trainer on the largest project in the companies history.Training staff both face to face and remotely as well as working with system config, testing and cutover activities.

Gourock

Former title - Ticketing & Reservations Systems TechnicianMaintaining the current Ticketing & Reservations system, including the input and amending of fares, ticket types, routes, ships and timetables. Working with internal teams and external suppliers with regards to developments, upgrades and enhancements. Performing development and acceptance testing. Assessing, reporting and logging of problems encountered by internal and external users. Creation and amendment of users. Use of Business Optix software to create as-is process maps.Working on a large scale project, to implement a new Ticketing & Reservations system. Supporting the project team, as an SME, and configuring the new system.

Gourock

Forecasting and planning for the contact centre, creating rosters for staff, monitoring real time statistics, managing change and transition into new processes, providing analytical telephony support to the management team within the Customer Contact Area, assisting to create a faster, more transparent and accurate planning process for the Customer Contact areas and identifying areas for improvement. Provide cover for the Contact Centre Manager and supporting Team Leaders and Travel Trade Supervisor.

Gourock

Mapping and analysing Contact Centre and network processes, developing and analysing reporting, covering for Contact Centre manager and providing support to Team Leaders and the Travel Trade departments.

Working within the contact centre, providing high levels of customer service. Dealing with general enquiries and bookings over the telephone and by email, both within the Gourock Contact centre and within the Travel Trade department. Managing the Travel Trade department in the absence of the supervisor. *I also had the opportunity to assist in various project teams, which has helped gain promotion to my current position.

Sales and collections of passenger and vehicle tickets, customer enquiries, cash handling, use of VHF and PA systems, entering CERS and dealing with the vending and retail returns. All duties connected with ship movements, gangways and securing of vessels. Keeping the pier area tidy and litter free.

Greenock

Working in a call centre environment, mainly working within a financial team, giving a high level of customer service. Dealing with billing enquiries and any other general enquiries from the customers.

Greenock

Stock replenishment, stock rotation, keeping the shelves faced up and helping customers find items.

Highers, Information Systems & Maths, B & C

Activities and Societies: Outside of school I had been a member of, firstly the Boys Brigade then the Scouts and lastly the Air Training.

Education record