David Kerry Email & Phone Number

Staffordshire Place, Stafford

Process employee paper work ready for digital scanning. Search and locate personal information using SAP, to match documents. Organisation of files ready for processing.

Sort and distribute internal and external post. Answer reception, contact employees on behalf of the public. Provide information to members of the public who visit the premises. Assist in acceptance of deliveries.

General office duties, including filing and archiving. Creation of spreadsheets for holiday logging.

During my time with Stafford Borough Council I worked within the Policy and Improvement Department, managing the LG45 system, which is an Oracle Forms based system used for contact centre advisors to log information they receive from customer contact. I was responsible for overseeing day-to-day functioning of the system, preparing and installing upgrades. Also users of the system were to be notified of any upcoming or implemented changes via training or documentation delivered by myself. Having observed the inefficient method for logging call statistics, I took it upon myself to improve the procedure, via creation of a database system using Microsoft Access. Throughout the course of my employment, I was available for ICT support within the contact centre, should any of the agents require assistance.

Initially, I was employed to answer customer complaints and queries via telephone, and e-mail. I later progressed to a system management role. This entailed maintaining and upgrading the Smart Agent e-mail management system used by call centre agents to communicate with customers. The role also included the creation of numerous databases using Microsoft Access. Each database was designed for a specific purpose, including error logging and information retrieval. Following this I was required to work with the data analyst team to assist in collating information to form required statistical reports for team and call centre managers. I was also responsible for updating the company intranet with any information received from a number of sources, internally and externally. This required both the use of a custom content management system, and writing XHTML code from scratch.