Jake Brian Email & Phone Number

United Kingdom

NPA Lead Analyst - My first experience of managing a team. The role is virtually the same as my NPA Analyst role below, however I now have four direct reports. * Complete 1-2-1 Coaching on a monthly basis (minimum) * Complete Appraisals * Manage stakeholder requirements & expectations from above, region & below. * Provide face to face & Digital training workshops regarding the NPA Tool we use in DHL. * End goal is to encourage my direct reports grow as DHL staff members & people so that they can go on to bigger and better things, if they so choose.

England, United Kingdom

First Choice / NPA Analyst - Experience in understanding Customer Service feedback & creating data packs that show the Voice of Customer so that it is relevant to functions & any potential projects. * Also managed a Packaging Database (MS Access) & managing Account Managers / Customers expectations, whilst trying to work within budgets (saved £1m in business costs in one year). * Worked & understood the benefit to Net Promoter Approach. * Maintained outbound call spread within the team creating a "fair" NPS % for the business. * Maintained the NPA Tool, updating & creating various touch points and the source files & data that belong to each on. * Provide accurate reporting & present to SMT on a monthly basis.

East Midlands

Operations Reporting Analyst - Experience in Microsoft Access and other various internal DHL Tools. * Provided Operational based reports showing quality measures against Global KPIs. * First experience of working remotely, which was very successful. * Covered Customer Service Analyst when necessary, again providing reports for SMT regarding performance & financial KPIs.

England, United Kingdom

Planning & Resource Analyst - experience in using Work Force Management and Strategic Planner. * Forecasting incoming calls daily, weekly, monthly & yearly. * Balancing KPIs and staff requirements & managing stakeholders. * Providing effective analysis and presenting data to SMT.