Graham Short Email & Phone Number

Durham, Gb

Home

Currently Working in Energy Customer Services Live Support, providing education and guidance on demand to our call handlers. In this role, I have developed and delivered The Live Desk InterActions (LIDIA) system of capturing, storing, and distributing data from live desk interactions with our call handlers, to decisions makers, trainers, coaches, Team Leaders, and Management, better enabling them to understand what is happening within the call center and make data-driven decisions. LIDIA has recently been roled out across TCS and UWCS, and is about to go into its 7th Revision which could be its most exciting revision to date as we look to move from a Google suite solution to a bespoke web-hosted platform with centralized hosting and database-powered reporting. I have also developed several tools for Live Support including the schedule spreadsheets used for planning shift patterns, a "Swiss Army Knife" spreadsheet that provides a very quick reference for commonly used tasks and processes, an MIA Cost Per Month calculator, Budget Plan Calculator, and a TPR Look up tool spreadsheet. My latest project for supporting Live Support in ECS, TCS, and UWCS is the Live Support Website; a small Google Sites website in which I seek to make access to the vast array of knowledge and resources, that Live Support and Call Handlers need to do their jobs, condensed into one place that is easy to navigate and refer to. This seeks to solve the problem of these resources being split over Albert, Loop, and multiple document types found in various locations throughout the UW Ecosystem. The idea will be to trial this within Live Support first before potentially rolling it out across wider groups.I am proficient in the use of Smart App, and developing a similar proficiency in BOL, and I am recognized for the quality of the advice I give while maintaining an educational thrust to my encounters. I have also lead training sessions at the request of multiple Team Leaders.

Durham, United Kingdom

Durham, Uk

Creative portrait photography for talent, actors, performers, model portfolios, headshots, business portraits and cosplayer, as well as event cover and commercial product photography. Based in County Durham, UK www.grahamshortphotography.co.uk

Pity Me, England, United Kingdom

Sunderland, England, United Kingdom

Taking inbound calls from Energy (Electricity & Gas) customers regarding their service, billing, debt, emergencies, appointments and complaints.

Newton Aycliffe

Product Listing Management, Product Photography & Digital Image Manipulation & Retouching, SEO, Marketing, Ecommerce Management,

Earth Sciences Department

Working in the Stable Isotope Laboratory I operate the Liquid Water Isotope Analyser, Gas Chromatography Mass Spectrometers, Elemental Analysers, and prepare samples for analysis of Carbon and Nitrogen isotope ratios.

The Old Waterloo, High Street, Spennymoor, Dl16 6Db

Administrator for Customer service procedures.Admin operator of company presence on Facebook & Twitter, as well as company blogger.Analysing web site analytics and reporting to company owner.Contributing to website design & function decisions. Production of website graphics for banners and social media posts using Adobe Photoshop and in house photography light box and photographic equipment. Retouching product images to specific standard for a continuous & consistent visual style.

Bowburn

Operating a spot welder to create steel mesh cylinders for production of oil filters. Working towards meeting production targets as part of a team and supporting injection moulding team by ensuring filter media mixture is always available and mixed to specification.

Responsible for developing the company website for the purposes of selling Apparel and Equipment for Running Walking & Climbing. Development required competent use of Actinic Business with HTML and CSS, also using Open Source Software for image creation and editing, and HTML editing.Managing the front and back end of the company website, dealing with enquiries, serving customers, fulfilling orders and dealing with returns.Marketing website through the use of social media marketing (Twitter/Facebook/Youtube). Link building through email and forum participation.Exploring other routes to market and making use of Google Base to aid with SEO, as well as constantly reviewing website performance and analytics so as to optimize the site for the benefit of users.

Newcastle Upon Tyne, United Kingdom

Having began working for Millets as a part time sales assistant, I working my way up through the ranks and through the various branches of Millets & Blacks in the North East area to Store Manager. Upon my appointment to store manager I was tasked with saving the Newcastle Branch on Millets from closure as it had been earmarked for closure in one years time due to not operating profitably with a turnover of £320kpa. Within my first year my team achieved a turnover of £980kpa, which saved the store from closure and ranked it amongst one of the top stores in the region. Upon noticing this achievement the company management sought to relocate the store and spend some money giving it a facelift to a new flagship store look. At the same time they decided to close the Newcastle branch of O'Neils, another trading company within the Blacks Leisure Group umbrella. This meant that the specific store I had been running would close down and a new store open up in another location in the city, a location we local manager's knew to be a not very good location. Our views on this plan were not listened to and the company went ahead and carried them out regardless. My success had the effect of making me redundant but everyone else's jobs were saved. The new store opened in the worse location and was shut down within 12 months, as I predicted.

A Levels: Biology, Chemistry & Physics

A' Levels

Media Production, Photography, Film & Media Production, /

Activities and Societies: Media ProductionTook part in a course teaching media production.

Bachelor'S Degree, Biology With Honours In Functional Biology, /

Applied Biology with Honours in Functional Biology. Combined Studies - Sociology, Anthropology, Film Studies, History of European.

Applied Biology