• Built and maintained a sophisticated forecasting model in SAS for a complex customer contact strategy, incorporating multiple outbound contact types and predicting call volumes, enabling proactive resource planning and optimised customer interactions.• Developed and maintained a sophisticated agent performance tracking system using SAS, integrating telephony data with Verint WFM schedules to accurately measure KPIs and facilitate a quarterly bonus scheme.• Designed, developed, and implemented a robust telephony reporting system utilising SQL and Excel, providing actionable insights into call centre operations after a major technology upgrade.• Produced accurate monthly call and work forecasts utilising historical data, statistical analysis, and trend identification to ensure optimal staffing levels and efficient call centre operations.• Provided ongoing reporting and analysis support utilising SQL, Excel, and SAS, delivering actionable insights into operational performance, key performance indicators (KPIs), and customer satisfaction trends.• Collaborated effectively with cross-functional teams to support strategic initiatives and drive business outcomes.• Mentored and trained new analysts on data analysis techniques, reporting tools, and best practices.

Working with a small team of collaborators, I started a community-driven news service for East Leeds and began growing the organisation over several months, with aspirations to grow into a local newspaper as well as providing online news.At six months, we achieved our first print runInvolved with events for Leeds 2023Published 100 articles (so far)

Developed an organisation across Social Media, blogging, and in-person engagements to promote local organisations, charities and causes to counter a negative media bias toward the Harehills community and support residents as they overcome challenges.This includes an annual Good News Advent Calendar, where 24 positive stories about events, people and organisations from the year are highly promoted daily from December up to Christmas. Also, getting more directly involved with organisations in the area, whether supporting youth engagement groups, attending committees and meetings about local endeavours or just being around to talk with people and be part of the community.I've also been working with other journalists to highlight potential good stories and events for them to attend.

Providing bespoke solutions to CRM and Business analysis needs on a freelance basis

• Forecasted call volumes and resource requirements for three key sales channels, consistently achieving accuracy within +/- 5%.• Developed and maintained complex forecasting models and reports utilising Excel and Salesforce to track performance and identify trends.• Served as the primary point of contact for telephony setup and configuration, collaborating with cross-functional teams.• Provided technical expertise and training on Salesforce and reporting tools to colleagues across Sales and Marketing.

• Led and developed a team of real-time analysts.• Spearheaded a cross-skilling initiative for sales agents, enhancing flexibility and resource utilisation.• Designed and implemented an interim FTE management system in Excel.• Successfully supported the migration of multiple departments.• Managed scheduling, holiday requests, and flexible working arrangements for a large team of telesales agents

Joined a young sales team, with limited reporting and analysis capabilities and makeshift sales processes, with the goal of helping bring the sales operation into the 21st century.• I was the technical lead for a brand-new B2B CRM system that comprehensively covered the Acquisition sales and led an expanding system for new sales channels to provide a holistic sales journey.• Built a new reporting suite to accompany updated sales processes and end-to-end reporting within and without the system, focusing on agent, campaign and operational performance to significantly increase sales and efficiency.• I came in to, successfully, overhaul the Domestic Telesales reporting functions. Took inefficient (5 to 7 hours per day) and imprecise reporting, and by learning the data and automation, reduced production to one hour and focused the reporting team on analysis and driving performance leading to record sales