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• Review customer transcripts to identify automation, operational, and business process improvements• Interpret bot performance metrics to hypothesize where improvements can be made and tested to drive specific goals• Identifying good practices and sharing our experiences/sharing knowledge of tools and techniques with the wider team

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 SPARK/Barracuda systems and also updating our own communication systems. • 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 work more closely with the department leaders/managers.

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 information as possible.• 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.