Jamie Cunningham Email & Phone Number

London, England, United Kingdom

Edinburgh, Scotland, United Kingdom

Customer service over live chat and calls

London

- Managing and maintaining companies socials - Managing and updating CRM system and email campaign management- Creating and Editing graphics and videos using Adobe Software- Coming up with new and creative ideas to grow the business

Edinburgh

• 2 Year Web Design and Development HND course. Throughout this course, I learned skills in Web Development ranging from coding skills in HTML, CSS, PHP and Javascript. Database management with MySQL, CMS systems.
• Creating a fully functioning e-commerce webpage for a fictional brand to allow them to show their store using HTML & CSS along with creating their brand, designing logos and creating content for the site. This included.
• Creating a finctional cinema webpage allowing users to vue and book cinema listings including back end SQL databases.
• Using WordPress, including themes, to create the same site with a new look.
• Using frameworks such as Bootstrap to help me build responsive web pages.
• Creating a site that allows for a user to log in, generate a username and work out calculations using PHP code.

Edinburgh

• Working as part of the operations management team I am the sole resource planner responsible for the day to day service delivery and long term resource planning within Millar & Bryce of around 90 FTE. Tasks include:
• Creating and introducing new planning systems, processes and procedures.
• Created and maintaining the headcount database detailing all staff, working hours, shift patterns, skill sets and other details.
• Long and short term capacity planning.
• Ensuring new starts and leavers are updated in all relevant back office systems and given an introduction into planning procedures.
• Ensuring Operations KPI’s and SLA’s are managed effectively by supporting with real time management.

Kirkcaldy, United Kingdom

I was the sole Resource Planner who is responsible for effectively planning the day to day and long term workload of the Operations Centre of around 90 FTE of both inbound and back office functions to ensure that we have the right people, in the right place at the right time to effectively meet the demands of our customers and the needs of the team. This.

Dunfermline - Fife

-Monitor and manage contact centre demand across all campaigns on an intra day basis, balancing activities/staffing to ensure that service levels are being met; correct skilling for agents is actioned.-Maxamise productivity depending on current call volumes and operation requirements.-Monitoring and managing adherence to schedule using Work Force.

Taking inbound calls from customers on a range of topics as well as having to handle escalated complaints from customers and having to handle challenging and often difficult conversations to get the correct resolution. Also training and coaching new advisors coming into the business.

Higher National Diploma, Web Design And Development, B

Studying: * HTML * CSS * JavaScript * Web Video * Figma * Adobe Graphics Software * Dynamic Website Development * PHP * MYSQL * Web App.

Beginner French, French Language And Literature, Beginner

A evening college course to study the basics of French language

Higher Computing And Information Systems, B

Education record