Gregor Allan Email & Phone Number

United Kingdom

• Managing a digital product road map that identifies customer needs and aligns with the company’s overall business strategy
• Maintaining the user stories in a prioritised backlog and effectively divide overall project goals into deliverables for sequential and focused progress
• Leading a delivery team of Data Engineers, BI Developers, UX Designers and Business Analysts that provide the insights our stakeholders require to make strategic and tactical business decisions

• Convert transcript analysis into insights that will lead to informed business decisions.
• Deep dive data analysis specific to clients KPI and business requirements
• Planning and scoping assignments – deliver tangible real-world transformation strategy through facilitation, analysis, design, and delivery.
• Lead end to end digital transformation projects
• Understand, interpret, and communicate client requirements.
• Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form

United Kingdom

• Conducted Deep Dive analysis and utilised a data driven strategy when designing digital communication
• Created Journey mapping and Predefined content for new product launches/messaging channels
• Created and maintained extensive reporting/dashboards on Digital metrics to allow expeditious analysis which helped reduce transfers by 15% and increase Predefined content usage by 9%
• Leading engagement with key stakeholders to ensure there is a continuous line of communication and any projects are kept on track and aligned to the vision

Livingston

• Providing clear, concise and timely analysis on key demand metrics to help drive operational improvements and understanding of variances to plan
• Source new data to enable more detailed analysis to be carried out, at product, site and agent level
• The gatekeeper of demand metrics, ensuring their accuracy and understanding why there may be variances when multiple data sources exist
• Build and maintain reports and dashboards that support the forecast analysts in their role, as well as supporting projects and other initiatives in the wider planning team
• Developing and maintaining relationships with key sales stakeholders within the business to ensure forecast inputs/assumptions are accurate and up to date with the latest business requirements
• Responsible for developing and maintaining reports for high level stakeholders. Ensuring for all communication analysis work is pitched at the right level

Livingston

• Delivering daily insight analysis through a variety of reports, to feedback demand & supply performance against plan.
• Producing long & short-term trend analyses to determine estate design impact, external influences on plan and performance against projected targets.
• Supporting the estate with bespoke insight to influence and assist with business decisions.
• Sharing best practice internally to the Sales Planning team and externally to stakeholders.
• Reviewing, interpreting and expanding upon prepared analyses to provide deeper insight and context to the data.
• Working alongside stakeholders to develop analyses, in order to include all requirements and complete insight.

Livingston

• Providing tactical real time support to over 9 internal contact centers within Sky and reacting to deviations in delivery.
• Utilising WFM (IEX Total View), CCPulse, Kana/ Imagine on a day to day basis.
• Supporting the operation by balancing service level performance against their business KPI's.
• Acting as duty lead and providing high level expertise to 16 coordinators.
• Dealing with real time/ on the day queries ensuring supply & demand is fedback to the relevant teams.
• Calling out deviations from plan and reacting to them in a fast-paced environment.

Dunfermline

• Carrying out admin tasks which include agent and campaign changes within Genesys, replying to stakeholders via our dedicated mailbox, modifying agents skill sets via Configuration Manager, managing incidents via our.
• Real Time management of call routing, resource delivery and call management.
• Monitoring and managing resource of Intraday staffing levels for in-house and also our partner delivery to make sure daily requirements and targets are met.
• Fault Management of telephony outages and internal systems. Liaising with stakeholders to make sure they’re fully informed of any outages.
• Looking at analytical reports on a daily basis that provide integral information for the day to day outlook.
• Adept user of IEX Total View, Excel, PowerPoint, Sharepoint, CCPulse, Business Objects, Rio and Genesys.

Livingston

• Working as part of a team to provide clear direction for the operation on delivering great satisfaction through Being Here for our customers across all contact mediums.
• Focusing on balancing and structuring doing the right thing for our Customers and the Operation.
• Providing quality and reliable information to our Stakeholders putting performance into context and focusing on having customers impact at the centre of what we do.
• Doing the right thing for the Operations and Stakeholders across all channels. Taking responsibility for reacting to Real Time changes in meeting customer demand to deliver on business objectives.
• Creating an environment of continual improvement and pride myself on keeping promises.
• Ensuring I work within the wider team of controllers to drive Being Here for our customers.

Livingston

• In my role within communities and social media I interacted with customers and answered their service queries through different online channels such as Facebook, Twitter and the Sky Help Forum.
• I was able to gain a vast amount of customer service knowledge and also had the chance to work with major stakeholders in Sky by taking part in a major project which involved the roll out of Sky software.
• During the project I also completed a daily analytical report that was delivered to the wider Sky business.
• This also helped me become very knowledgeable with the majority of Microsoft business applications.
• As well as completing my duties as a community co-ordinator, I have been asked to help out on occasions with the supervising of the team. This has helped me gain leadership experience and also giving me the chance to.

Livingston

• Working alongside a team, working through campaigns to try to improve Sky processes and overall customer experience.
• Enhancing the process for capturing customers email address during DPA and propel them towards using our online features. This involved an outbound project where I would have in depth conversations and divulge as much.
• Trialing the Sky Go/ PPV booking Live Chat project before it became BAU.
• All of the above involved daily reporting and capturing data, which would be reviewed by our departmental mangers to help make future decisions.

Bo'ness

• Working in a packaging area, where I was in charge of what goods came in and out of the factory.
• Operating one and when required two industrial machines.
• Complete daily reporting which would form part of operational decision-making process.
• Also, required to assist in other areas within the department to meet business demands.