Jonathan Mann Email & Phone Number

London, England, Gb

Watford, United Kingdom

• Looking after reporting for the Customer Operations Department.• Producing and taking part in Operations meetings.• Completing Ad-hoc reporting requests for various stakeholders across the business.• Involved in Telco upgrade to Customer Operations.• As part of the Planning, Real-time and MI team involved in the support of running Customer Operations.• Trained in Real-time role to help cover the team.

London

• Produced management reports for both London and Gibraltar Sportsbook Customer Support departments.• Created and maintained KPI packs for the Sportsbook Customer Support team in order to monitor and improve performance on a monthly basis.• Analysed data for trends and issues and brought them to the attention of the relevant stakeholders.• Compilation of reports from other Digital Customer Support departments into a weekly report for Digital Customer Support management.• Involved in weekly scheduling and continuous improvement meetings.• Creating schedules for the team on a weekly basis.• Involved in the project to introduce Avaya WFO into the Contact Centre.

London, United Kingdom

• Made the smooth transition to take sole responsibility of MIS for Customer Services reporting from Telebet.• Contributed positively in the Data Governance project for Customer Services.• Produced management reports for both London and Gibraltar Customer Services departments.• Created and maintained KPI packs for Customer Services in order to monitor and improve performance on a monthly basis.• Analysed data for trends and issues and bring them to the attention of the relevant stakeholders.• Involved in weekly scheduling and continuous improvement meetings. • Updated Customer Services daily stats for use by the relevant stakeholders.• Produced daily and weekly reports for Customer Services and Telebet for upward reporting.• Produced daily, weekly and 6 weekly averages for internal customers (Digital Communications Team).• Worked as part of the Contact Centre Support Team in preparing the Contact Centre in the lead up to major Sporting events.

London, United Kingdom

• Implemented KPI packs into the Telephone Betting department.• Made sure that the KPI packs are up to date, this included correlating daily stats, bet placement queries, short call reports, adherence reports, absence, lateness and QA scores.• Implemented Quality Assurance (QA) call marking sheets into the Telephone Betting department. This included creating sheets for individual agents, overview sheets for each team and the department • Worked with the Liverpool Call Centre team to introduce the KPI Packs and QA sheets into the Liverpool Call Centre.• The implementation of KPI packs into Retail (Project Guinness). This included daily and weekly reports for the Project Management Team.• Worked closely with Business Information department to implement the Retail KPI packs onto the Ladbrokes Reporting System, so staff can view their own performance in the shops.• Created a presentation for new trainees to train them on Quality and Performance.• Created team absence and lateness logs to monitor and control absence.• Created reports for management on an ad-hoc basis.• Marked agent calls to improve the service provided to the customer.• Involved in the updating of the Telephone Betting call script.• Worked with the training department in creating and implementing new processes into the Call Centre.

London, United Kingdom

• Looked after daily statistics for two teams within the Telephone Betting department.• Covered the department floor resolving queries from agents and talking to the customers when required.• Involved in Orbis Users Group meetings.

London, United Kingdom

• Taking bets and answer customer queries.• Attended race courses as a member of the hospitality team.• Contributed to the Call Centre Staff Council meetings.