Lab49 is a strategy, design and technology consulting firm that creates advanced solutions for the world's leading investment banks, asset managers and exchanges.

• Producing daily, weekly and monthly reports on inbound and outbound queues and agent performance, using reporting programmes including Ultra, Apropos and Business Warehouse.• Creating monthly forecasts and reassessing weekly forecasts according to business needs.• Responsible for maintenance of resource management systems, including Qmax.• Assessing actual call volumes in relation to forecasts and investigating discrepancies. • Liaising with operations management in order to ensure achievement of SLAs for reports and other deliverables. • Managing agent whereabouts; approving / declining holiday and shift change requests evaluating against forecasts and recent call volumes to establish if the change is viable for business needs. • Monitoring live call volumes and re-allocating resource if necessary to ensure customer SLAs are met.• Providing ad-hoc reports to support operations, finance and human resource teams.• Consolidating statistics to provide analytical presentations to management concerning resource utilisation.

• Processing overtime claims submitted by engineers and validating the requests against approvals. Collating this information for submission to payroll.• Using crystal reports to execute reports on a monthly basis.• Responsible for engineers permanently based at clients’ sites. Ensuring that their holiday and sickness is covered. Involves consultation with multiple parties to ensure that adequate cover is provided.• Regularly providing ad-hoc reports to managers at short notice regarding the status of staff and their utilisation. • Ensuring that engineers have the adequate equipment for them to be able to undertake their work. This involves liaising with third party suppliers frequently.• On call every morning from 6am as the single point of contact for engineers calling in sick, most days working from home in the morning to ensure that sufficient cover is in place. • Building strong relationships with customers to ensure that they are kept up to date with the situation.• Using in house database programmes such as retain and remedy to check how field engineers are utilised on a daily basis. • Maintaining a cost structure for P&L on each site where a permanent engineer is based.• Raising a monthly stock sheet for selected customer sites to recharge the costs of having the onsite engineer.

Working for IT support company as a call handling analyst for the companies’ largest contract. This incorporated a number of subcontracted government accounts including the Ministry of Justice. Duties included;• Logging of incident, change and problem tickets for a number of customers, ensuring that the progress of each ticket follows the defined process from start to finish.• Building relationships with counterparts on the customer side to guarantee that the transfer of information between customer and supplier is consistent. • Taking phone calls from users chasing tickets and providing updates.• Providing daily reports of all outstanding calls and calls closed for statistics monitoring.