Devaan Summers Email & Phone Number

Liverpool, United Kingdom

Subject Matter Expert and Team Member for Model Office Project Team (Webhelp in partnership with Shop Direct/GoBeyond) at the Shop Direct head offices in Speke, Liverpool.Working in an Agile environment, our teams would note problems with the current processes within the business and measure the problem sizes and then through identifying key issues and liaising with relevant stakeholders and product owners would develop and present possible solutions.

Cape Town Area, South Africa

Maintaining and retiring a Knowledge Base system and introducing and developing content for a new Knowledge BaseDuties included:Maintaining user access and rightsMaintaining Knowledge BaseCreating and uploading new contentCreating usage reports for management insightsManaging SME’s and floorwalkers

Cape Town Area, South Africa

Operational Support for Finance and the Business Performance teams to reduce timesheet capture errors and balance the Bill-to-Pay ratio.Duties included:Daily Perusal of Timesheet Shortfall Report and identifying shortfall.Working towards improving the completion and accuracy rates of timesheetsEngaging with Team LeadersCoaching on knowledge gapsSupporting Operations Managers with the alignment of their team structuresProviding insight into the shortfalls as well as plans of action to mitigate shortfallsEscalating non-compliant team leadersWeekly audits investigating errors across 4 campaigns.Extended audits to identify Bill-to-Pay issues, leakage and general capture errors that may affect client billing or advisor payroll.Audits comparing scheduling system to payroll system as well as coaching the outcomes to Team Managers.Side by Side coaching with Team and Operations Managers providing feedback on audits.Facilitating and presenting introductory training sessions.Designing calibration tests and hosting calibration sessions (outcomes fed to stakeholders)

Cape Town Area, South Africa

Service customers by resolving queriesWorking alongside and passing queries to specialized departmentsAttract potential customer by answering product and service queriesMaintain customer records by updating account informationClarifying complaints and providing solutions to the problemMaintain financial accounts by providing breakdowns and adjustments.Contributing to a team effort by reaching KPIs and targetsSystem maintenance