John H. Email and Phone Number

During my time here I have been developing my Excel skills and started to learn PowerBI, SQL & DAX to be able to build innovative and value adding analysis, insight and presentations to internal and external stakeholders across multiple campaigns.Since joining the team, I have automated some BAU pieces of work, allowing some of that time to go into development of PBI dashboards. I have also cross-supported other VF campaigns creating a views that work for the whole team, rather than just my area.

To avoid redundancy at the end of 2020, I opted to move to an agent role again to be able to stay with Webhelp, I was fortunate enough to be able to find a place in Webchat Acquisitions for Vodafone. Since here, I have helped with some reporting issues that have arisen and developed my own tools for assisting with my role. The role is to handle multiple customers at a time and arrange for new connections. This is FCA regulated which I’m doing well with and my performance is usually around the top of the table.

In this role, I manage and track requests coming into the B.I. Production team for all data and reporting activity. I actively track all activates with wider team and stakeholders, managing and escalating key risks & issues to ensure successful completion. Part of this role was to be visiting other sites and implementing new systems and processes, however, due to COVID-19 and business restructuring, this role was removed from the business.

My duties are to oversee all agents in house and some offsite, accounting for over 500 people. I monitor multiple systems to ensure conformance and adherence to schedules, highlight issues to the operation that may be impacting delivery or service levels, reallocate resource depending on demand and liaise with key stakeholders. I also keep the operation updated with key metrics during the day and historical data for previous periods.

As an Operational Support Specialist my role includes ensuring complete and accurate entry of data for timesheets for up to 200 people, data alignment of multiple systems for over 400 people on a weekly basis, preparing and presenting stats to operational & resource managers, head of site and the client Vodafone, often having to build bespoke spreadsheets to handle the massive amounts of data required. I also support the operation weekly with bill to paid reports, which indicates the success of the campaign. On a regular basis I assist the operation in real time resourcing, arranging for people to move shifts or take leave depending on the needs of the business.

My main duties here were to answer calls in regard to customers mobile phone accounts, billing queries, technical issues or device help. While here, I was asked to cover many positions other than my own. On many occasions, I was used as a development coach, operational coach, team leader and trainer, amongst other tasks, on my own department and others. Approximately 3 months after starting here, I was utilised for ad hoc roles, including credit process auditor, trainer, management insight analyst and real-time analyst.