Danielle Simons Email & Phone Number

Liverpool, England, United Kingdom

Liverpool, England, United Kingdom

• Long to short range forecasting, ranging 18-month capacity plans to 30-minute intra-day profiles, allowing operations to plan staffing levels and recruitment.
• Analysis of large data sets such as volumes, AHT, occupancy, shrinkage, and attrition to provide insight into performance and to amend plans where necessary, resulting in significant improvements.
• Multi-channel forecasting – voice, webchat, referral, manual work, and complaints.
• Delivering a short-range plan on a weekly basis to key stakeholders for multiple departments across the business, giving transparency of our resourcing position for the following two weeks to come.
• Impact assessment for any training/process change that could affect volumes, AHT and resource, enabling forecast changes to be made that allow greater accuracy.
• Conducted a shift review within one of the voice departments, optimising shift patterns to improve attrition and sickness shrinkage.

Liverpool, England, United Kingdom

• Project management experience when implementing departments within Customer Care, effectively and efficiently, onto a new Workforce Management system, upgrading from Excel scheduling.
• Large scale scheduling of training activity, enabling the training department to understand timeframes and attendance levels within sessions.
• Regularly consulting with key stakeholders to identify and mitigate potential risks which has formed strong relationships across all areas.
• Going beyond my role to analyse shrinkage and staffing shortages, making recommendations to prevent poor performance.
• Proactively attended excel courses to advance my skills during this Development opportunity.
• Supported the wider teams with queries and worked well within my own team, assisting with continuous improvements to processes across all areas.

Liverpool, England, United Kingdom

• Listening to customers and supporting them with payment issues.
• Investigating missing payments.
• Ensuring the customers are set up for success.

Liverpool, England, United Kingdom

• Making sure customers have a pleasant experience.
• Working together with other colleagues to run the food service impeccably.
• Keeping energy and enthusiasm high throughout long shifts to deliver a first-class service.

Liverpool, United Kingdom

• Being patient and resolving any conflict with both difficult pupils and parents.
• Creating interesting and innovative lessons to keep students engaged and wanting to learn, within a set time-frame.
• Connecting with both students and fellow colleagues through effective communication skills.

Skelmersdale, England, United Kingdom

• Using telephone and etiquette skills to provide information and assistance to account holders.
• Handling complex calls and situations; dealing with irate and abusive customers, demonstrating empathy and understanding.

Liverpool, United Kingdom

• Data input and management.
• Closing down and updating details on business accounts.
• Processing high-value international banking payments.

Mathematics Pgce, Mathematics

Bachelor Of Science (Bsc), Mathematics, First Class Honours

Activities and Societies: A Team captain for the Equestrian Society; Softball society team member; Maths society member.

Gcse’S