John Cunningham Email & Phone Number

Newcastle Upon Tyne, Gb

Newcastle Upon Tyne, United Kingdom

Working within the Strategy and Intelligence Directorate to support the Hospital inspection team in an analytical capacity.Key responsibilities:- Delivery of analytic services and products including the ongoing maintenance and development of business as usual products such as Evidence appendices and evidence grids.- Autonomously undertake and lead all aspects of provision of intelligence products and services including:- Identifying information requirements and… Show more Working within the Strategy and Intelligence Directorate to support the Hospital inspection team in an analytical capacity.Key responsibilities:- Delivery of analytic services and products including the ongoing maintenance and development of business as usual products such as Evidence appendices and evidence grids.- Autonomously undertake and lead all aspects of provision of intelligence products and services including:- Identifying information requirements and management of qualitative and quantitative data from local and national organisations.- Designing of systems, processes and tools for modelling, analysis and interpretation of data appropriate to the specific area being worked on.- Supporting both internal and external key stakeholders to identify and define intelligence issues.- Provide intellectual leadership and coaching to team members and NHS colleagues.- Provide ongoing development of systems and methodology in response to new developments in data and strategy. Development and evaluation of analytical tools in relation to data collection and analysis.Key achievements:- Produced and presented senior management presentations to a mixed audience of internal colleagues and external experts and advisors- Led inspection planning meetings on behalf of the intelligence function- Shadowed an inspection and performed the role of a Critical Care Inspector which included the inspection of premises, talking to staff and leading doctor and nurse focus groups. Show less

Responsible for monitoring and providing reports for over 700 advisors. These advisors are a mixture of different skills and are assigned to a number of different queues. I monitor these queues and react accordingly. This includes assigning time off the phone for training and briefings, and also challenging any excessive periods of the advisor being unavailable to take calls. I also provide reports on adherence, AHT, lateness and off phone time. I have worked at building strong relationships… Show more Responsible for monitoring and providing reports for over 700 advisors. These advisors are a mixture of different skills and are assigned to a number of different queues. I monitor these queues and react accordingly. This includes assigning time off the phone for training and briefings, and also challenging any excessive periods of the advisor being unavailable to take calls. I also provide reports on adherence, AHT, lateness and off phone time. I have worked at building strong relationships with management to ensure that these reports, and ADHOC requests, are met with the appropriate response.My role is replicated across 8 different contact centres around the country so we stay in constant contact with each other to ensure that the grade of service does not suffer unnecessarily.Ensure that advisors are available for our customers • On the day optimisation of breaks/activities to manage call flow and grade of service• Provide detailed analysis on daily statistics to stakeholders• Prioritise work load and training needs • React to any issues that arise and liaise with sites around the country to provide a fix• Build relationships with stakeholders and colleagues to ensure messages were received and delivered with the business and customer needs at their core• Produce adhoc reports at the stakeholders request and to share with colleagues Show less

Newcastle Upon Tyne, United Kingdom

• Ensure that agreed service level agreements and targets are consistently achieved• Reviews statistics to sustain the performance levels of the centre• Identify continuous improvement and training & development needs• Support the gathering and reporting of intelligence• Ensures the efficient management of the business services, processes, systems and people• Provide feedback to team leaders around specific areas to achieve performance targets for satisfaction, speed… Show more • Ensure that agreed service level agreements and targets are consistently achieved• Reviews statistics to sustain the performance levels of the centre• Identify continuous improvement and training & development needs• Support the gathering and reporting of intelligence• Ensures the efficient management of the business services, processes, systems and people• Provide feedback to team leaders around specific areas to achieve performance targets for satisfaction, speed, efficiency, and quality of processing tasks Show less

Ipswich, United Kingdom

• Receive incoming calls from prospective clients looking for professional insurance• Providing quotes for clients and processing on the in-house underwriting system• Liasing with external underwriters if policy unable to be written in-house