James Bamfield Email & Phone Number

Venlo, Limburg, Netherlands

Venlo, Limburg Province, Netherlands

Venray, The Netherlands

Accountable for the continuous improvement of workforce management within the company.Responsibility of 300 customer service staff across five countries and eight working offices (Romania, China, Germany, Sweden and The Netherlands).Implemented workforce management within the company from the ground up including all software (Genesys WFM) and forecasting functionality (bespoke Excel forecasting tool which I designed and developed personally).Responsible for all forecasting, scheduling, analysis and associated presentation and acceptance by the executive.Accountable for all staffing levels within customer service and associated budgeting and financial analysis.Authored the companies contingency planning and strategy documentation to incorporate and prepare for all threats to the business and how to solve them.

Venray, The Netherlands

When I started the US market for the company was new so I took on the project of developing and implementing a lot of internal processes for that market in addition to ascertaining a thorough understanding of that area of the business through doing; trial and error. Through doing the above I felt like the current iteration of customer handling (First Time Fix), was ineffective and needed further focus and streamlining. I designed, presented and implemented a new system that was well received and rolled out across the entire business globally to a lot success. Created and implemented all departmental processes for the team including; recording, reporting and training, most of which is presented at executive level.

Norwich, United Kingdom

My main responsibility was in revolutionising the way business was done, moving away from mere number generation to instilling a confidence and belief in inference based analysis and delivery. This was largely done through garnering trust from the executive through my use of analysis and research as a support function rather than a source of information used to prioritise decision making.Acquired another team through my own initiative within four months of starting and improved their output significantly through re-planning their workload and automating a substantial proportion of their output. Thus driving down costs and increasing efficiency.

Norwich, United Kingdom

Implemented strategic improvements countywide on domestic abuse, child abuse and in particular an award winning strategic profile I compiled on rapes and sexual offences.Homicide Investigations Team – A very busy and high stakes department, but highly rewarding. During my time on this team I spent a large part of my two years producing packages for court that I delivered to juries. I took on an unprecedented strategic tasking to deal with Norfolk’s highest recording crime hotspot. As part of that I had to deal with individuals from police, retail management and security team, schools, Retail Loss Prevention and other companies to reduce crime levels within the stores. This also gave me a very unique insight into the retail sector. My work reduced retail crime in the area by 60% after six months.Led a project team to implement a £6,000,000 new software package for data mining and analysis that was delivered on time and exceeded expectations.

Bachelor’S Degree, History, 2:1

Education record